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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.

-Accept and sign for the item but note on the driver's consignment note that the item received damaged (Sign your name and note damaged in transit)

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 ablity but we are not always successful as it is hard to prove that the damage did not occur after the delivery was complete. 

 

Majority of TV damages occur during unpacking, installation & Assembly, please read the instruction on the TV box on how to unpack the TV and how to handle the TV. Once unpacked read accompanied instructions before attempting to install/assemble your Television. Most 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.

Transit Insurance claims are subject to proving that the damage occurred during the transit when the TV was still inside its packaging so therefore all the packaging must be kept in good order for a successful claim. The insurance company will inspect the packaging to verify damage to the product that is physically makes sense and the packaging will serve as evidence as to whether the user followed manufacturer's instructions in unpacking the item correctly. (Unpacking a TV according to the instructions is critical for a successful claim so do not destroy/discard the packaging during unpacking or after having unpacked the TV. Without the packaging a claim for transit insurance cannot be lodged)

If you note that your product is damaged, please contact us immediately, take several photos and pack the item back into its box. Do not attempt to install, use or assemble onto its stand. DO NOT Wall mount a broken TV as Wall mounted TVs that are reported damaged cannot be claimed under transit insurance. By wall mounting your TV, you are accepting that the TV was delivered undamaged and any damage will be assumed to be during the wall mounting.

Damages to the screen as a result of poor handling in installation and assembly can easily be identified and transit insurance in all these cases will not offer a compensation so be careful as repair costs are generally more than the replacement value of the TV. Damages caused to the screen once the TV is outside its packaging (accidental damages in handling) is generally a clear impact point with a spider web vs damages in the box are breaks that do not have a small central impact point.

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.  


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

-We can establish that the 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.

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

 

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.

-          Fair use policy applies to our returns policy whereby more than 2 returns within a 12 months period cannot be accepted from the same customer.

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.

Grading Error: If you receive a Factory Second product that is inconsistent with the grading (not as described), please contact us within 3 business days of receiving the item to discuss the problem. If the item delivered has an incorrect grading, you are entitled to return the item for a full refund or exchange with the correctly graded item. (Provided the faults/imperfections are not caused by you post receiving the goods)

Change Of Mind: 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!