GENERAL WARRANTY
All products sold by SMAI have a manufacturing warranty that covers the structural integrity of the product, and so long as the equipment is fit for its intended purpose (this excludes clearance items). If your product turns out to be faulty or damaged, SMAI will repair, replace or refund the item; unless (but not limited to):
The product has not been used for its original intended purpose
Normal wear and tear
Cosmetic damages
Misuse
Incorrect installation/assembly
Improper storage
Poor maintenance
Outside the warranty period
Lack of proof of purchase
Unless otherwise specified on the product page there is a unique product policy, all products have a 3 month manufacturing warranty, starting from date of invoice.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and 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.
Please be advised that it is the responsibility of the purchaser to ensure correct installation and maintenance of the products, and inform further users or clients of proper equipment usage and handling. We recommend that you conduct regular equipment audits to ensure that all your products are correctly maintained and replaced as required.
RETURNS / CHANGE OF MIND
1. Can I return my item?
Yes, we offer 14 day returns for change of mind or claims against the discrepancies with orders.
To be eligible for a return, your item:
Must be unused and in the same condition that you received it
Must be returned within 14 calendar days of receiving the order (or if pickup is selected, a return must be initiated within 14 days of placing the order)
Must be in its original packaging
Must have the receipt or proof of purchase (please enclose in return)
Items not eligible for return:
Items on sale / clearance / end of the line
Requests received after 14 days of receiving your order
Pickup orders not collected with 14 days of placing order
Items used or not in original condition and packaging
Items with no receipt of purchase
About the re-stocking fee
If you do not meet the above criteria, at our discretion, we may accept a return, however a restocking fee will apply. See point 3. for more detail.
2. How do I return an item?
To submit a request for return, please email us. Please note you will need to include the original invoice number in order to avoid delays in processing.
You will be responsible for paying your own shipping/insurance/packing/tracking costs for the return of your item. Please note, our shipping costs are non-refundable.
Please note that goods must be returned within 2 weeks after SMAI has authorised the return. Returns received outside this period will be returned back to you and redelivery charges will apply.
3. When does a restocking fee apply?
If your return request does not meet our policy requirements, (eg, if the original packaging is missing, outside 14 day returns window) etc, then, we may at our discretion, accept the return, however a re-stocking fee will apply. The fee is determined according to the returned item and will be calculated during the returns process. The fee will be deducted from your refund amount.
The restocking fee covers the administration costs, repackaging materials costs and warehousing costs to accept a return, that does not meet the returns policy.
Returns outside the policy are solely at the discretion of SMAI and may be refused.
4. How do I know if you have received my return?
Once we receive your returned item, we will inspect and process your return. If your return is approved, we will initiate the refund/exchange.
For refunds, you will receive an email with the refunded amount.
For exchanges, you will receive an email with the exchange order confirmation.
Should your item not satisfy our returns policy, we will contact you to arrange return of the item back to you. Please note it is your responsibility to pay for all shipping costs associated with the returns.
5. What items are excluded from the returns policy?
Items on sale / clearance / end of the line
Requests received after 14 days of receiving your order
Items used or not in original condition and packaging
Items with no receipt of purchase
6. What do I do if my item is faulty?
Please read our warranty policy and ensure you have understood the terms and conditions of your warranty. If you are satisfied that your product can be claimed, please email us to submit a claim.
7. What do I do if I haven’t received my order?
First, search for your tracking number on our courier site. You should have received a tracking number within 2 business days after purchase. If you did not receive a tracking number, please Contact Us.
If you believe there has been an error with your delivery, please contact your courier company, or otherwise Contact Us and include your invoice number and tracking number so that we can follow up the issue for you.
Please note, sometimes your tracking info may be updated to ‘Delivered’ and you have not yet received your order. Occasionally, the Courier may have scanned your parcel before delivery, and in some cases, your order may be delivered 1 or 2 business days after scanning. If it has been more than 2 business days since your parcel has been marked as ‘Delivered’, please Contact Us and include your invoice number and tracking number and we will follow up the issue for you.
8. What do I do if my order is missing items?
First, please check your tracking confirmation email. If you have a large or bulky order, your order may have been shipped in more than 1 parcel and may not arrive together. If you believe a mistake has been made, please Contact Us and include your invoice number and tracking number.
9. What do I do if I received the wrong item?
Please Contact Us immediately and include your invoice number, as well as a photo of the incorrect item received in error. We will follow up as quickly as possible to ensure you receive your correct item.
10. How will I be refunded?
You will receive a refund to your original payment method, such as the credit card or gift card which you used to pay for the order.
11. When will I receive my refund?
Once we receive your returned item, we will inspect and process the goods within 48 hours to ensure it satisfies our return policy. Once we have deemed your goods have been returned in satisfactory condition, we will process your refund to your original payment method. You will be notified via email when your refund has been processed.
Please note, however, your refund may take 1-5 business days to appear in your account, depending on your bank provider. Unfortunately, this processing time is out of our control. Any issues following receipt of your refund confirmation email will need to be followed up with your bank provider.
12. Are shipping costs refundable?
Shipping costs are non-refundable. If you request a refund for your item, your refunded amount will only be for the items, and not include shipping costs.
13. How do I exchange an item?
To exchange your item (i.e. for a different size, colour etc.) you will need to ensure the item you are exchanging satisfies our Returns Policy.
To be eligible for an exchange, your item:
Must be unused and in the same condition that you received it
Must be returned within 14 calendar days of receiving the order
Must be in its original packaging
Must have the receipt or proof of purchase (please enclose in return)
Items not eligible for return:
Items on sale / clearance / end of the line
Requests received after 14 days of receiving your order
Items used or not in original condition and packaging
Items with no receipt of purchase
To submit a request, please Contact Us. Please note you will need to include the original invoice number, as well as your desired exchange item (colour, size etc.) in order to avoid delays in processing.
You will be responsible for paying your own shipping/insurance/packing/tracking costs for the return of your item, as well as shipping costs on the desired exchange item. Our shipping costs are non-refundable. SMAI are not liable for any loss or damages that can occur during transit during the return of your item, therefore, we recommend you purchase additional insurance and/or tracking to ensure the item is returned in satisfactory condition.
Once we receive your return, we will inspect the item and process your exchange within 48 hours.
14. What if I need my exchanged item to arrive sooner?
If you need the item urgently, please submit a new order. You can then complete the process for Return & Refund of your original order.
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