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Returns & Exchanges

Returns, Refund and Exchange due to damage in transit Policy (FREE TRANSIT INSURANCE)

In rare cases your product can be damaged in transit. Most couriers have a limited insurance policy to cover these however in many cases they will not accept responsibility if the receiver signs for the goods. The responsibility of the damage in transit falls on the receiver once it is accepted and signed for so PLEASE ensure that you inspect the packaging for signs of damage as it usually indicates if the box has taken a big enough hit to damage the product inside.

If you find obvious packaging damage, then either:

-Do not accept the product and request for a return based on damage, contact us immediately to report the incident.

-Open the packaging on front of the delivery person to inspect the item for any visible damage, if you notice a physical damage then pack the item back and request a return to sender based on transit damage, report the incident back to us immediately. 

If you do sign for a product that has been damaged in transit, we will fight alongside you to hold the courier company responsible to the best of our ability but we are not always successful as it is hard to prove that the damage did not occur after the delivery was complete. 

Factory Second products cannot be returned based on cosmetic imperfections unless clearly damaged in transit.


If the product is Brand New and upon inspecting the product it exhibits minor cosmetic imperfections that clearly did not occur during transit, then we will replace the product provided:

-We can establish that the minor damage was not caused by you after removing the packaging (eg. a scratch from a blade in cutting the packaging open or scratching the item in moving it post de-packaging, breaking the TV panel in mishandling etc)

-You have reported the damage in writing to us no later than 24 hours from receiving the item. Reports of damage after this period cannot be accepted whether transit or manufacturer related damage is evident. The courier's Transit Insurance company will not accept responsibility for the damage if the incident is reported after 24 Hours of receiving the product.

If you are purchasing a product for future use, you are still required to open the packaging and inspecting the item within 24 hours. Once you are satisfied that the product has arrived in perfect condition, you may then repackage it for extended time before it is required. Returns, refund, exchanges are not accepted for damages that are not reported within 24 hours of receiving the product.

Majority of TV damages are during unpacking, installation & Assembly, please read the instruction papers accompanied with the product before attempting to install/assemble your Television, if the product is factory second then it may be missing documentation, you are required to contact us for guidance or simply look up the product online for assembly instructions. Most large TVs must be handled by two people at all times. Most screens are very fragile and pressure in picking them up incorrectly can crack the screen.

Damages to the screen as a result of poor handling in installation and assembly can easily be identified and manufactures in all these cases will not offer a replacement, refund or any compensation so be careful as repair costs are generally more than the replacement value of the TV.

All couriers provide limited transit insurance, the ultimate decision in you receiving a compensation is entirely up to the courier's insurance company and subject to their T&C (eg 24 hours reporting of the damage) as in some cases it is difficult to distinguish damage caused in transit vs damage caused in handling of the product post-delivery.  

 

Transit & Accidental Damage Cover (Optional Extra Cover)

From time to time we may offer additional insurance policy to cover your product for superior Transit Insurance as well as Accidental damage caused in the early stage of unpacking, installation and assembly of your product.

If this cover is offered to the product that you are purchasing then it must be taken at the time of purchasing the product, accidental cover cannot be purchased after receipt of the product.

All couriers provide limited transit insurance, the ultimate decision in you receiving a compensation is entirely up to the courier's insurance company and subject to their T&C (eg 24 Hrs reporting of the damage) as in some cases it is difficult to distinguish damage caused in transit vs damage caused in handling of the product post-delivery. 

If you opt to purchase additional cover for Transit & Accidental Cover then you are covered for any damage whether in Transit, Manufacturer damage or accidental damage by you post receipt of the item for a maximum period of 7 days which provides ample time for you to unpack and install/assemble your product. Claims after 7 days of receiving your item will not be accepted.

In the unlikely case where you do need to make a claim under this cover, please contact us immediately as we will need to submit your claim. If your claim is successful, an Excess fee is applicable based on the value of the product:

Product Type

Cover Value

Excess

Television

Up to $499.00

$50

Television

Up to $999.00

$100

Television

Up to $1,999.00

$200

Television

Up to $2,999.00

$350

Television

Up to $3,999.00

$550

Television

Up to $4,999.00

$700

Television

Up to $9,999.00

$1,000

The successful claim will permit the replacement of the damaged product and collection of the damaged product at the insurer's cost. The insure will issue the replacement Product and therefore the product strictly cannot be upgraded, downgraded or refunded as part of the claim.

You MUST keep the packaging or claim cannot be processed as the accidental cover only provides cover for damages during the unpacking, installation of the insured product and not any damage that may occur after the install unpack/setup period. Original Packaging must be kept for return of the damaged product. 

 

Returns, Refund and Exchange due to Delivery delay in transit or Lost in transit Policy

In rare cases products can be lost in transit or can be subjected to long delays. In the event where the product is declared lost in transit by the courier company, we will send a replacement and attempt to claim our losses from the courier company. Please be aware that we cannot replace a product until the courier company reports the product lost in transit, this may time up to 30 days or longer.

Brand New Products Return and Exchange Policy

If a brand new item you receive is Dead on Arrival (DOA), or faulty, you must contact us within the first 14 days to report a faulty item. If an item is faulty and consequently returned, we will offer replacement or refund within 7 days of receiving the faulty item or earlier upon stock availability. We will cover the cost of shipping both ways for faulty items returned within 14 days. However, outside this initial 14 day period, the buyer will be responsible for the cost of shipping both ways. If an item was picked up from the store, any faulty goods must be returned to us by you. You are required to keep your packaging for the first 14 days on brand new items for DOA returns. If you have discarded the packaging in the first 14 days and the item cannot safely be returned, then a standard manufacturer warranty repair will apply.

If you change your mind about a purchase, we will gladly accept return of your goods within 14 days from when you received them for either a store credit or a cash refund minus a 15% restocking fee and the original delivery fee subject to the following terms and conditions:

-   A Return Authorisation number must be obtained by providing a brief explanation of why you wish to return the goods.

-          The item(s) are boxed and unopened and you pay the associated shipping costs in relation to returning the item to us within 14 days from receiving them.

-          If the items are unboxed and used then they cannot be returned as they no longer can be sold as brand new stock. At our discretion we may offer to buy them back at 30% discount for the purpose of reselling as Factory Second product.

For orders which have not yet been delivered, an administrative charge of $33 (including GST) will be charged if you wish to cancel your order for a refund within 14 days from the original purchase date so please choose carefully.

Return of goods must first receive an RA (Return Authority) before being returned.

 

Factory Second products Return and Exchange Policy

We ensure all our factory second items are in 100% mechanical working order prior to being sold. Despite this, we understand things can go wrong. If the item you receive is Dead on Arrival (DoA), not as described, or faulty, you must contact us within the first 14 days to report a faulty item. If an item is faulty and consequently returned, we will offer a repair or replacement within 28 days of receiving the faulty item or earlier upon stock availability. If a replacement or repair cannot be provided within a reasonable time frame, a full refund or store credit will be provided. We will cover the cost of shipping both ways for faulty items returned within 14 days. However outside this initial 14 day period, the buyer will be responsible for the cost of shipping both ways. If an item was picked up from the store, any faulty goods must be returned to us by you.

If you change your mind about a purchase, we will gladly accept return of your goods within 14 days from when you received them for either a store credit or a cash refund minus a 15% restocking fee and the original delivery fee subject to the following terms and conditions:

-   A Return Authorisation number must be obtained by providing a brief explanation of why you wish to return the goods.

-          The item(s) are boxed and unopened and you pay the associated shipping costs in relation to returning the item to us within 14 days from receiving them.

-          Factory second products must not have been used and still be in its original condition at the time of sale and you pay the associated shipping costs in relation to returning    the item to us within 14 days from receiving them.

For orders which have not yet been delivered, a restocking fee of 10% (including GST) will be charged if you wish to cancel your order for a refund within 14 days from the original purchase date so please choose carefully.

Return of goods must first receive an RA (Return Authority) before being returned.

At Buy Smarte, whilst we always aim to source top grade Factory Second products we will not accept returns on Factory Second items due to cosmetic imperfections. It is highly recommended that you visit our showroom and inspect the item for any cosmetic imperfections, if a visit in person is not possible please contact us on 1300 913 000 so that we can give you an over the phone report on the product condition. 

However not ALL Factory Second products have a ding, it can simply be missing it's original packaging, in either case you save BIG $$$ off retail prices.

Factory Second Television Information:

  • All Factory Second televisions come with a 12 months back to base warranty. 
  • We provide a 14 day returns policy if the item is faulty or dead on arrival (DoA) upon receipt whereby the cost of shipping will be covered both ways. After the initial 14 days, the item will need to be returned to us at the buyer's cost. (Original packaging is required to be kept for returns of DOA or faulty products). If packaging has been discarded then the TV may not be able to withstand transit and an onsite repair may be required in which case the repair costs are required to be paid by the customer. 
  • If the unit was picked up from the store, it is the customer's responsibility to return any faulty goods to us within 14 days. (In the case of pick ups, we accept no responsibility for items damaged during transit. We welcome customers to inspect their goods prior to departure)
  • Dead pixel policy on all factory second units strictly only applies in the event of 3 or more dead pixels whereby the unit will be replaced or repaired at our sole discretion. 
  • Customers must retain the original packaging for the initial 12 months to ensure the safe return of the unit in the event of a warranty claim.

To obtain further information to assist your purchase, please contact us at info@buysmarte.com.au

Live Smart with Buy Smarte!