Smart Buy Direct AU is dedicated to offering our customers the best products and is here to help if your order is not quite as expected. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (“Law”). You are entitled to a replacement (subject to stock availability) or refund for products that may have a major failure, as well as compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
REFUND & RETURN
Smart Buy Direct AU offers 60-day and FREE returns windows on all purchases in Australia. International purchases will incur a return shipping and handling fee. You must return items in their original packaging and in the same condition as when you received them. If you don't follow our item condition policy for returns, you may not receive a full refund.
If: You paid for 'Shipping Protection from Damage, Loss & Theft', you may still be able to claim a refund after the 60-day return period.
Smart Buy Direct AU generally offers a 12-month warranty on products sold and fulfilled by us, unless stated otherwise. Some products will be provided with an extended warranty. Damages that occur as a result of misuse of the product by the user will not be covered by our warranty.
The warranty does not cover any accessories or bonus gifts. With regards to the accessories and bonus gifts, they would be noted in our listing, including (but limited to) battery, carry bag, etc.
ALL Claims need to be sent to us via email. In order to prevent unnecessary warranty claim delays, we ask that the following be included in the initial claim email:
- Order Number
- Manual with missing parts indicated (if applicable)
- Images/Video clearly showing fault (if applicable)
- Images/Video clearly showing goods in the original packaging (if applicable)
PLEASE NOTE: All images and videos must be attached to emails at an appropriate size, we are not able to make a clear assessment of image thumbnails.
Please do not dispose of items before contacting us. We may ask for items back to be inspected. We will not provide credit/refund in cases where goods have been disposed of before submitting a claim to us.
Missing or Damaged Parts under 12-month warranty:
In case you have received a product with a missing or damaged part, please contact our Customer Success Team using the instruction manual to identify the quantity needed. Where applicable, please circle the part in the manual and send us its pictures.
Once we receive all the necessary details, we can issue the part to be dispatched at the earliest. We will send an email containing tracking information when it is available.
Dispatch of spare parts from our warehouse can take up to two working days.
If no spare part is available at that time, we will provide an alternative solution in-line with Australian Consumer Law.
Refunds by law: In Australia, consumers have a legal right to obtain a refund from a business if the goods purchased are faulty, not fit for purpose, or don't match the seller's description.
Should you have any questions or concerns about this policy or an item you have received, please reach out to our Customer Success Team via the instant chat option or by submitting a contact form via Customer Service on our homepage.
If you need to return a product, please send us a message via the instant chat option or by contacting our Customer Success Team via the Customer Service section of our website. Be sure to include as much information as possible so that our team can assist you as quickly as possible. From here, our team will get back to you within 1 business day with further instructions on how to remedy the situation.
1. Change of Mind Returns
If an item has been received as advertised without fault, we are not required to provide a refund or replacement. By saying that, we understand that everyone changes their mind from time to time. For more information regarding change of mind returns, please refer to our Change of Mind Return Policy, which can be found below our general Return Policy.
2. The Item Doesn’t Match the Description
We work hard to present all products on our website as accurately as possible. As much as we try to avoid it, on some occasions, the information on our website may contain inaccuracies. If the item you have received is so different from the description that you would not have bought it, you are entitled to a refund under the Law. To arrange a refund please contact us and provide evidence of an incorrect item, where we will then provide you with a return address to post the item back to. Once the tracking number and carrier of item return are provided as proof of return your refund will then be processed. At Smart Buy Direct AU, we offer FREE return postage so please do provide an invoice of shipping cost back to us in order to reimburse you. As we do not hold surplus flash sale items in stock, we will be unable to arrange a replacement or exchange product in most instances.
3. The Item Has a Minor Fault
If the item has a minor fault, please contact a member of Customer Relations via the Let Us Help You section of the website. We will request evidence of the fault and upon receipt of that will offer you a partial refund without the need to return the item or the option to return the item for a replacement (where possible) or a refund. Alternatively, you can lodge a Returns Request to return the item for a refund. If you are required to return the item to us, you will be provided with a paid return method and will be issued a refund upon receipt and assessment of the goods.
4. The Item Has a Major Fault
If the item has a major fault in accordance with the Law, you are entitled to choose between a refund, repair, or replacement of the item (subject to availability), along with compensation for any other reasonably foreseeable loss or damage. You may lodge a Returns Request to return for a full refund or you can contact a member of Customer Relations to arrange a repair or replacement subject to availability. In some instances, we may request photographic evidence of the fault and request you not to return the product. If you are required to return the item to us, you will be provided with a paid return method and will be issued a refund upon receipt and assessment of the goods.
In some instances, we may not offer a remedy and decide not to offer a remedy. We may also require you to pay all reasonable postage costs to return the item to you. This may include if:
• The item has been lost, destroyed, or disposed of by you;
• The item has been damaged after being delivered to you for reasons not related to its state or condition at the time of supply to you;
• The item has been attached to, or incorporated in, any real or personal property and cannot be detached or isolated without damaging the item;
• The period of time since supply and circumstances are such that we are permitted by the Law to decline to provide a refund or replacement.
If you are unsure about your eligibility to return or have any questions about a product, a member of our Customer Relations Team can be contacted via the Let Us Help You section of the website and will be happy to assist.
Change of Mind Return Policy
This policy is exclusively for returning goods that are delivered as advertised without fault. If you have received an item that doesn’t match the description or has a fault, please refer to our general Return Policy.
How to Return:
If you need to return a product, please visit the Let Us Help You section of our homepage and create a new Returns Request. Be sure to include as much information as possible so that our team can assist you as quickly as possible. From here, our team will get back to you within 1 business day with further instructions on how to remedy the situation. You must lodge a Return Request within 30 calendar days of your order being dispatched. Upon having your request approved, you must return the item within 7 calendar days.
What is a Change of Mind Return?
We deem returns that are a change of mind when the goods are true to how they were advertised and are delivered in a fine condition, free from defect or fault. A common example of a change of mind return would include garments that are not a perfect fit.
What Can I Return as a Change of Mind?
We accept most items back if you change your mind, however, we do have some exceptions listed below. The item must be unused and be in a fine and resalable condition. All original packaging and tags (where applicable) must be intact. Any instruction manuals, guides, add-ons, or free gifts must also be returned.
a. Intimate apparel
d. Cosmetics and health products
e. CDs, DVDs, or any other products containing digital content
f. Perishable products, liquor, food, and beverages
g. Customized or personalized products
h. Clearance items from Warehouse Sales or further discounted Items from Clearance Sale
i. Oversized or heavy items
What Remedy Will Be Offered?
Unfortunately, we do not have the facilities to offer any replacements or exchanges. We will accept any eligible Change Of Mind returns for a Smart Buy Direct AU store credit for the price of the sales event item. If you had paid a delivery fee originally for the item, this will not be reimbursed. You will be required to pay for costs and expenses in returning the item to our facility. We encourage you to use a trackable service as any lost returns cannot be reimbursed.
If you are unsure about your eligibility to return or have any questions about a product, a member of our Customer Customer Success Team can be contacted via the Customer Service or Contact us sections of our website and will be happy to assist.
Alternatively, you can always send us an email at email@example.com or via our instant chat function on our website.
This policy was last updated: May 2022