Pickup by appointment only.  Call: 1300 913 000


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Frequently Asked Questions

Do you have a showroom where we can inspect the goods?

From it's inception in 2012, Buy Smarte progressively outgrew it's retail/showroom in Punchbowl with 90% of orders generated from online for delivery nationally, the business required growth via several warehouses and drop ship methodology by mid 2018.

The business opted to close its retail store and focus on several small satellite warehouses that serve the current online climate better. Customers are welcome to place their orders online and opt to pickup from our Hillsdale Warehouse by appointment.


What is a Factory Second Product and how do these become Factory Second?

Significant number of products become Factory Second by simply being returned to the Manufacturer/retailer that sold the item. Items are returned for many reasons such as Product arrived with fair Damage to its packaging (item perfect in condition), Scratch & Dent in transit, change of mind, item having arrived Dead on Arrival (DOA), Not as described or does not perform as specified and finally products failing in the first couple of weeks of use whereby they are replaced and not repaired under warranty.

All returned items are distributed to a few appointed agents by the manufacturer who will wholesale and manage the warranty of the item. Each State usually has an appointed agent and as such Factory Second items need to be returned to the Appointed Agent that the item is being managed. For this reason, we do not sell Bulky Factory Second items outside the Sydney area due to their Geographical warranty restrictions. Customers picking up Factory Second items and transporting them outside the Warranty area are responsible for safe transportation of these back for warranty.

We are not told the history of an individual item and the reality is that the history of items is unknown. A vast number of items are returned, processed, tested (repaired if required), graded and packaged before the opportunity list is presented to us. While the grading of Factory Seconds is Vast, at Buysmarte we tend to trade in the top tier quality only (Known as the premium layer).


To better understand Factory Second Grades, please see the link below.


What is a Factory Second?

Factory second products can be either:

  • Carton Damaged
  • Ex-demo / Display
  • Returns with no Faults Found / Missing Parts
  • Missing Original Packaging
  • Minor Cosmetic Blemishes / Small Ding
  • Factory Reworked

In Many cases Factory Second items can be missing some non-essential accessories such as manuals or Quick Start Guides. 

Why Can't I add a product to CART on my desktop?

Our website does not support older model Internet Explorer web browsers. Please try using Chrome, Firefox or Safari on Desktop, alternatively any tablet or phone browsers should work also.


How does the warranty work?

Brand new products come with standard manufacturer's warranty and there are no limitations whatsoever.

Factory second products generally come with 12 months manufacturer's warranty or manufacture appointed repair centre warranty unless otherwise specified. Support contact details can be found by clicking here.

Most factory second TVs come with a 12 month back to base warranty unless otherwise specified.

Many factory second bulky goods such as Washers or Fridges have Sydney onsite warranty only. Outside Sydney requires the product to be sent back to Sydney for warranty repair and as a result we avoid selling these products outside the Sydney region.

If your item is dead on arrival (DoA), faulty or not as described, please contact us within 14 days of receiving your goods so we can organise a refund or replacement within 14 days or earlier upon stock availability. Please visit our warranty page for further information.

Buy Smarte will also cover the cost of shipping both ways if your item is faulty or Dead on Arrival (DoA) so you know you're 100% covered! Shop with confidence!


I'm having trouble purchasing online. Am I doing something wrong?

Not to worry, just follow these simple steps:

1. Choose your product you'd like to purchase and select the warranty period you require.

2. Click on the green coloured "Add to Cart" button.

3. Check your shopping cart and make sure all the items you'd like to purchase are in.

4. Enter your postcode and select your delivery method.

5. Then click on the orange "Proceed to checkout" button and follow the prompts.

If you're still having trouble, please contact one of our friendly team members so we can guide you through the process.


Do you offer the removal of old unwanted goods?

Unfortunately, we currently do not offer removal service as we utlise 3rd party courier services.

What if I am not home to receive a delivery: 

Our couriers deliver Monday to Friday 9am to 5pm. Weekend delivery and after hours delivery is currently not available.

  • For larger items such as Televisions of 49” or above or Large White Goods (Fridges and Washing Machines), the delivery is booked with you prior to delivery, depending on the area and the item being delivered, the driver may be able to give you a window of delivery otherwise it is expected that a delivery can occur on an agreed day from 9-5pm. If you miss a delivery that is booked by agreement, then a re-delivery charge is applicable so if you aren’t able to meet your agreed date then please call and reschedule at least a day before.
  • For Medium items Such as Vacuum cleaners, Microwaves, small TVs up to 43” then we will use Couriers Please services (CPS). CPS will attempt delivery at first opportunity, if you aren't home, a calling card will be left with instructions on how you can pick up your order or call CPS to book in a redelivery. In some instances, you may receive email and text message notification so its best to use your mobile number in your order. (notifications are limited to certain areas at the current time so you may not receive any other than the tracking details from us ahead of delivery)
  • For smaller items such as Google Hubs/Home, Microsoft accessories or generally any item that fits in a small/medium satchel will be delivered by Australia Post without a signature and will be left in a safe place or may be carded with instructions to collect from the closest Australia post office.

You may give 'Authority To Leave' (ATL) to the courier company, granting permission for the goods to be left without a signature if no one is home to receive the delivery. Please bear in mind however, that providing an ATL will waive any transit Insurance for lost/undelivered goods and you would need to follow up directly with the courier for assistance if the item was not delivered or was stolen after it was delivered. We strongly discourage you from giving authority to leave unless you are comfortable to repurchase the item if you do not receive it and agree that you may not contact us for a resolution to lost items/undelivered with security camera footage proof or otherwise. PLEASE DO NOT GIVE ATL.

Please also note that failure to collect your package from the courier may result in the item being returned to us, incurring re-delivery or re-stocking charges.

Who provides the extended warranty/Care Plan and what's involved? (Please Note extended warranty is no longer available for purchase)

Extended warranty is provided by Bright Side Cover whom are a reputable insurance provider with service agents all over Australia. The warranty covers service, parts and labour with a replacement no-lemon guarantee up to the maximum value of your cover if you experience the same fault three times.

The warranty is unconditional whereby no excess fees are payable upon lodgement of your claim(s).

Upon purchasing extended warranty from us, you will be provided with a Welcome booklet, Proof of purchase and the terms and conditions in relation to the cover provided by Bright Side Cover.


How do I track my item?

You will be provided with a tracking number for all items sent via courier. An automated email will be sent to the address provided at checkout once the item has been booked in for dispatch. Please allow up to 14 days for the delivery of your item although it's generally much shorter than this. You must also ensure someone is home on the day of delivery to avoid potential redelivery fees the carrier may charge.

Small items are sent via Registered Post where the applicable shipping costs have been paid.


Item says "Out of Stock", can you order more in?

Of course we can! When an item says it's "Out of Stock" it generally means the item is temporarily out of stock. Due to the limited stock availability with some popular items, we'll do our best to minimise the dissapointment by constantly replenishing our stock ASAP. The best thing to do is contact us directly to place an order or enquire as to how long it'll take before the item you're after will be available again.  All we require is a 20% deposit to secure your item as we work on a "first in, best dressed policy" with in-demand items.


Item says "Available To Order", What does this mean?

Available to Order generally means that the product is currently not in our warehouse and needs to be ordered from our supplier for delivery to us and then to you, or direct to you from our Supplier. We advertise these items as 4-7 business days in dispatch however most items will dispatch much faster but in some cases much slower than 7 business days so this is to be used as a guidline only. If you are under time pressure, it is best to contact us for an exact ETA before placing your order.

What if I change my mind?

Please see our Returns & Exhange policy please see Returns & Exchanges policy page.


Can I buy with confidence? How do I know my transaction is safe?

Absolutely. At Buy Smarte, we offer a 100% Buyer Protection Guarantee whereby if your item is lost, stolen or damaged during transit we will simply replace your item with an identical one subject to product availability within 14 days from the date of the incident. Please contact us to lodge your claim so we can help resolve any issues with you.

All credit card payments are processed via eWay's industry leading encrypted software which means your details are not stored or accessible by anyone. Your credit card details are 100% safe when shopping at Buy Smarte!