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Refund Policy

Smooth Sales is dedicated to offering our customers the best products and are 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.

Should you have any questions or concerns about this policy or an item you have received, please reach out to us for assistance via our email info@smoothsales.com.au.

If you need to return a product, please contact us directly via email. 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 instruction on how to remedy the situation.  Our return address is 29 Levanswell Road, Moorabbin, Victoria, 3189.

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.  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 qualify for a refund, please contact us via email and provide information about the product you received and the product you expected to receive.  Please include images where appropriate to qualify your claim and if the item is deemed to be significantly different we will provide you with a paid return method to return the item. Once returned, we will assess the item to ensure it is unopened/unused and in a resalable condition and upon confirmation, we will be able to provide a refund. As we do not hold surplus sale items in stock and we will be unable to arrange a replacement or exchange product in many instances.

3. THE ITEM HAS A MINOR FAULT
If the item has a minor fault, please contact us via email and explain what the fault is and provide any images that will help us understand the issue. We may require you to return the product to us for further assessment.  In this instance, we will provide you with a paid return method. In some instances a partial refund can be offered without the need to return the item or the option to return the item for a replacement (where possible) or a refund. If a returned item is not deemed to be faulty or have any defect, return postage costs will be charged to you (the customer) at a reasonable rate to cover the business' costs.

4. THE ITEM HAS A MAJOR FAULT
If the item has a major fault within the relevant warranty period, in accordance with the Law, you are entitled to request a refund, repair or replacement of the item (subject to availability). You must provide, in an email, all details pertaining to the fault, including images where appropriate. If you are required to return the item to us, you will be provided with a paid return method. Once the is assessed and deemed faulty or defective, we will contact you to offer one of a refund, replacement or repair.  If a returned item is not deemed to be faulty or have any defect, return postage costs will be charged to you (the customer) at a reasonable rate to cover the business' costs.

ADDITIONAL INFORMATION:
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, please contact us via email and we will be happy to assist.


CHANGE OF MIND RETURN POLICY
This policy is exclusively for returning goods that are delivered as advertised without fault. We do not cater for 'Change of Mind' returns, which means the return of any item that is delivered that meets the description and does not have a fault or defect.  This includes, but is not limited to, situations such as finding the same item cheaper somewhere else or decided you did not like the purchase or had no use for it.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 contact via email and we will respond to you with instructions. 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 2 business days with further instruction 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 CHANGE OF MIND?
We reserve the right to decline Change of Mind return requests, however, subject to our discretion, we may accept some returns on the condition the item is unopened, unused and in a resalable state. Additionally, all original packaging and tags (where applicable) must be intact and any instruction manuals, guides, add-ons or free gifts must also be returned. We do have some exceptions listed below which we will not accept. 

EXCEPTIONS:
a. Intimate apparel.
b. Swimwear.
c. Earrings.
d. Cosmetics and health products.
e. CDs, DVDs or any other products containing digital content.
f. Perishable products, liquor, food and beverages.
g. Customised or personalised products.
h. Clearance items from Warehouse Sales or further discounted Items from Clearance Sale.
i. Oversized or heavy items.
j. Sunglasses or items that are worn in direct contact with skin.


WHAT REMEDY WILL BE OFFERED?
Unfortunately, in many instances we do not have the facilities to offer any replacements or exchanges. We will accept any eligible Change Of Mind returns for a Smooth Sales 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 tracked postage service as any lost returns cannot be reimbursed.

Additionally, a restocking fee of $5 may be charged to cover expenses associated with shipping the order and processing it at our facility.


If you are unsure about your eligibility to return or have any questions about a product, please contact us via email and we will be happy to assist.