Return & Refund Policy

Return and Refund Policy

 

What if I don't like the product I ordered when it arrives?

 

We ensure that our products are of the highest quality and we are sure you will like it, but if not, you can return it to us within 14 days of delivery for a full refund. Please make sure the item is well packed in original package including all parts and accessories. Please note, if there is no original package, 15% of the total amount would be deducted.

Simply contact us to notify that you wish to cancel the order, and depending on the goods concerned either we can arrange for it to be collected by our delivery partners or you can send the items to us. We will refund you the cost of the item(s), but you will need to pay for the postage cost of the item to be collected or returned to us.

 

What if the item is damaged when it arrives or I received the wrong item?

 

Our team is trained to make sure your items is up to our standards before we dispatch it to you. It’s also very important that you inspect your product upon delivery, if you’re not happy with the goods when you inspect them, let our delivery partner know or contact us on through the contact form.

If you only realize after the delivery that you're unhappy with the quality, or if we've sent you the wrong item, just contact us as soon as possible, ideally sending us a couple of photos of the damage or other issues with the product. Our team will assess your complaint and, assume your complaints are valid, tell you how to return the item or arrange to collect the item from you, and either give you a full refund or order you a replacement.

 

Can I cancel an order if I change my mind?

 

If you have a change of mind, you can cancel at any time before your item is dispatched. Simply contact us and we'll cancel your order and give you a full refund. Cancellations made after the dispatch of your item(s) will need to be made at the time of delivery, via a refusal of delivery or within 14 days of delivery by contacting us. We will refund you the cost of the item deducting the cost of delivery; but you will need to pay for the postage cost of returning the item. Once you have notified us of your unwanted item, we will arrange for collection of the item by our courier and advise you of a proposed collection date shortly after.

 

How long will my refund take?

 

For security reasons, we can only make refunds to the original payment method, you used to place your order. Please see the table below for how long it typically takes after we have received the unwanted item back (or received evidence that it is being returned).

Payment Method

Processing refund by smarthomelabs.com.au

Time taken for the money to show in your account after the refund is processed

PayPal

Up to 48 hours

Within 5-15 working days.

Bank Deposit

Up to 48 hours

Within 3 working days.

Credit Card

Up to 48 hours

Within 3 working days.

 

More on PAYPAL Refunds

 

If you used your PayPal balance or bank account to fund the original payment, the refunded money will go back to your PayPal account balance. If you used a credit or debit card to fund the original payment, the refunded money will go back to your card. We will affect the refund within 48 hours but it may take up to 30 days for PayPal to process the transfer. For payments funded partially by a card and partially by your balance/bank, the money taken from your card will go back to your card and the remainder will return to your PayPal balance.

 

Can I change my existing order?

 

Once you've placed an order, we're not usually able to make any changes. Please contact us if you'd like to ask us about this.