Last updated: 15 December 2023

About this Policy

This Returns Policy (the ‘Policy’) applies to Smarterlite Pty Ltd (‘Smarterlite’), including Goods sold via, and

1. Customer Satisfaction is our Priority

At Smarterlite, customer satisfaction is our priority.

We offer returns, refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy.

Any benefits set out in this Policy may apply in addition to consumer’s rights under the Australian Consumer Law.

Please read this Policy before making a purchase, so that You understand your rights as well as what You can expect from Us in the event that You are not happy with your purchase.

2. Definitions

Business Day means a day that is not a Saturday, Sunday or public holiday in the location from which the relevant act is done.

Business Hours means the regular hours of operation of the nominated facility, which the Client must confirm with the Seller if arranging pickup or transport for Goods.

Client means the buyer or customer from our online store/s, or a buyer, customer or client accepting a written Quotation for Goods or Services.

Goods means any products, devices, equipment or items purchased by the Client from the Seller from time to time including any components of such Goods.

Product Specifications means details of the Goods described in this Quotation.

Seller means Smarterlite Pty Ltd.

Services means any commissioning or installation provided or arranged by the Seller for the Client, including the Description of Works in this Quotation.

Us means Smarterlite Pty Ltd.

We means Smarterlite Pty Ltd.

You means the Client.

2. Australian Consumer Law

a. Under the Australian Consumer Law:

Our Goods and Services come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to choose a refund or replacement for major failures with Goods. If a failure with the Goods or a Service does not amount to a major failure, You are entitled to have the failure rectified in a reasonable time. If this is not done, You are entitled to a refund for the Goods and to cancel the contract for the Service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the Goods or Service.

For major failures with our Services, You are entitled:

– to cancel your Service contract with Us; and
– to a refund for the unused portion, or to compensation for its reduced value.

b. We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.

c. The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.

d. If the Australian Consumer Law applies, then We cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
e. Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.

f. If the Goods that You purchased from Us have a major failure (as defined in the Australian Consumer Law) then You may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.

g. If Goods that You purchased from Us have a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then You may still be entitled to have the goods repaired or replaced.

3. Change of Mind

We do not provide Change of Mind refunds or returns for Goods or Services.

4. Items Damaged during Delivery

In the event that Goods You purchased or ordered are damaged during delivery:

a. Please contact Us within one (1) Business Day of delivery with details of the Goods, the reason for your request for a return, clear photographs of the damage to the Goods and your contact information.

b. If approved, We will organise to repair the damaged Goods or to collect it and replace it with equivalent Goods, or to provide a refund. We may nominate an address for You to return the Goods to.

c. Any damaged Goods must be returned in the condition it was in when You received it, together with any packaging and other Goods which You received with the damaged Goods. The Goods must be sent in packaging that it is safe for handling by You, the transport company and Smarterlite’s staff or agents, and to reasonably avoid further damage to the Goods.

5. Exceptions

Notwithstanding the other provisions of this Policy, We may refuse to provide a repair, replacement or refund for Goods, or may reduce the amount of any refund, if:

a. You misused the said Goods in a way which caused the problem, including not following any instructions, manuals or operating procedures We provided, or did not use them in accordance with applicable Regulations.

b. You did not use the Goods in accordance with their Specifications.

c. You used them in a way or for a purpose that they were not intended to be used.

d. You knew or were made aware of the problem(s) with the Goods before You purchased it.

e. You asked for a Service to be done in a certain manner, or You asked for alterations to the Goods, against our advice, or You were unclear about what You wanted.

f. You commenced using the Goods, or part of the Goods.

g. Any other exceptions that apply under the Australian Consumer Law.

6. Transport and Shipping Costs for Returns

a. In the event that Goods You purchased failed to meet one or more Consumer Guarantees under the Australian Consumer Law We will bear any costs of shipping the said Goods (the “Returned Goods”) back to Us, as well as any costs of shipping or transporting any replacement Goods to You.

b. If the Returned Goods can easily be posted or returned, then You are responsible for organising for the Returned Goods to be returned to Us. If the Returned Goods are eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then We will reimburse You for the reasonable postage, shipping or transportation costs for the Returned Goods upon provision of receipts or similar evidence of your costs.

c. If the Returned Goods are too large, too heavy, or otherwise too difficult to be removed and returned by You, and is believed to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then We will organise for repair on site or the postage, shipping, transportation or collection of the Returned Goods, at our cost.

d. In the event that We organise and pay for the inspection, postage, shipping, transportation or collection of Returned Goods, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then You will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Goods.

7. Refurbished Items

Goods presented for repair may be replaced by refurbished Goods of the same type rather than being repaired. Refurbished parts may be used to repair the Goods. We may send you refurbished parts for repairs. Our use of refurbished parts and Goods is part of our commitment to reducing our impact on the environment.

8. Restocking Fee

We charge a minimum restocking fee of 20% of the invoiced price for any Goods returned by You. The fee will vary according to whether the Goods are normally stocked Goods or if they need to be returned to Our supplier entailing delivery and handling charges and/or their restocking fees.

9. Refunds

We will pay any refunds in the same form as the original purchase or to the same account or credit card as was used to make the original purchase, less any restocking fee that may apply, unless otherwise determined in our sole discretion.

10. How to Return Items

a. Contact Us to discuss your return using the details at the end of this Policy.

b. Make a formal claim by providing as much evidence as possible, including:

  • – Quotation and Order Numbers / Proof of Purchase
  • – your Company Information and contact person
  • – the Delivery Address where the Goods were received by You
  • – evidence supporting your application for a Return, eg photos of any damage.

The more information that you can provide in your initial request, the easier it will be for us to consider and make a decision about your request in accordance with our Response Time.

c. Send your claim for a Return to us using our Contact information below.

d. When approving a return, We will notify You of the address for the return. The address may vary according to the product being returned. Returns must be delivered on a Business Day in Business Hours for the nominated facility for the return.

e. If You require a Goods Receipt Authorisation Form for an approved Return please advise Us.

11. Response Time

We aim to process any requests for repairs, replacements or refunds within seven (7) Business Days of having received them. Additional delays may occur in holiday periods, during pandemics or other unusual circumstances, or may arise from delays in shipping or transportation. The speed of refunds being received by you in your account may also depend on the processes and policies of the financial institutions involved.

12. Contact Us

If You wish to contact Us about this Policy or about any refund, repairs or replacements, You may contact Us at: