Smooth Sales is dedicated to offering our customers the highest quality goods, but we are here to help if your order is not quite as expected.

All goods purchased from Smooth Sales come with guarantees that cannot be excluded under the Australian Consumer Law (“ACL”). You are entitled to a replacement (subject to stock availability) or refund for goods that may have a major failure, as well as compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

The consumer guarantees include that goods will be of acceptable quality and fit for known purposes (e.g. safe, durable, have no faults, look acceptable and do all the things someone would normally expect them to do). The consumer guarantees apply regardless of the manufacturer’s warranty, but whether a consumer is entitled to a remedy for a failure to meet a consumer guarantee will depend on the circumstances. Consumer guarantees have no set time limit but generally last for an amount of time that is reasonable to expect in the circumstances, given factors including the cost and quality of the goods, the use made of the goods and any representation made by the supplier or manufacturer. The exact amount of time that consumer guarantees last in the case of a specific purchase varies depending on the circumstances.

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

For more information about the ACL and Consumer Guarantees see: www.accc.gov.au

A PRODUCT HAS A MINOR FAULT

If a product 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 some instances, a partial refund can be offered without the need to return the product or the option to return the product for a replacement (where possible) or a refund.

If a returned product is not deemed to be faulty or is defect-free, you will be required to reimburse us for any paid return label we have sent you. Moreover, return postage costs to return the product back to you will be charged to you (the customer) at a reasonable rate to cover our costs.

A PRODUCT HAS A MAJOR FAULT

If a product has a major fault within the relevant warranty period, in accordance with the ACL, you are entitled to request a refund, repair or replacement of the product (subject to availability).

You must provide, in an email, all details pertaining to the fault, including images where appropriate. We may require you to return the product to us for further assessment.

If after assessment, the product is deemed faulty or defective, we will contact you to offer a refund, replacement or repair.

A major fault means the product:

• is unsafe;
• is very different from the description or sample;
• has either one serious problem or several smaller problems that would stop someone buying the product if they knew about them beforehand; or
• can’t be used for its normal purpose, or another purpose the consumer told the seller about before they bought it, and can’t easily be fixed within a reasonable time.

If a returned product is not deemed to be faulty or have any defect, you will be required to reimburse us for any paid return label we have sent you. Moreover, return postage costs to return the product back to you will be charged to you (the customer) at a reasonable rate to cover our costs.

ASSESSMENT OF GOODS FOR RETURN

Smooth Sales reserves the right to assess the eligibility of goods for return (including the condition and age of the goods) BEFORE accepting them as returned. All goods which a customer wants assessed for return must be:

• Accompanied by proof of purchase from Smooth Sales either by providing a receipt or proof of transaction; and
• Unmarked and complete with any instruction books and accessories that it may have come with (e.g. power cords, cables, remotes etc.).

Please note that in some instances, it may be necessary for the manufacturer of the goods to inspect the goods in order to assess eligibility for return. Smooth Sales will endeavour to procure such assessment within a reasonable time.

While goods are being assessed, Smooth Sales will not be deemed to have accepted the goods for return.

MANUFACTURER’S WARRANTY

In most instances, where you experience an issue with a product that comes with a manufacturer’s warranty, the manufacturer will be able to provide a faster assessment and remedy. Many manufacturers will have dedicated support centres with access to more detailed knowledge on their respective products, in addition to better access to spare parts.

CHANGE OF MIND RETURNS

We do not offer change of mind returns on any of our products offered for sale on our website.

For the avoidance of any doubt, a ‘change of mind’ return is wanting to return a product that is described correctly and without fault or defect. This includes, but is not limited to the following situations:

• You have found the product cheaper elsewhere;
• You did not like the product or had no use for it; or
• You purchased the product in error (e.g. incorrect size).

Please ensure that you choose your products carefully before you finalise your purchase. You should read and understand the product description to ensure the product is suitable for your needs. If you have any questions about a product, then please contact us before buying it.

THE PRODUCT DOES NOT 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 product you have received is so different from the description that you would not have bought it, you are entitled to a refund under the ACL.

If you believe the product does not match the description, 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 product is deemed to be significantly different from its description, we may provide you with a paid return method to return it. Once returned, we will assess the product to confirm whether it is significantly different to its description, and if so, then a full refund will be issued. For any refund to be issued, the product should be returned to us in its original resalable condition.

RETURN TO SENDER / UNCOLLECTED ORDERS:

Any orders that have been returned to our facility due to one of the following reasons will incur a $10.00 restocking fee:

• The order was not collected from the post office it was transferred to;
• The order had incorrect shipping information;
• The customer has chosen to not accept the delivery and the order is returned to Smooth Sales.

No refund will be issued in such circumstances. If the product is in resalable condition, then you will be issued a store credit for the product value (this excludes the original postage charge). If the product is not in a resalable condition, then you will be required to pay for the return postage.