Returns & Refunds Policy

At Smart Living, we want you to be satisfied with your purchase. This Returns & Refunds Policy explains how we handle returns, refunds, replacements, repairs and product issues for purchases made through https://smartlivingpty.com.au/.

Smart Living sells a range of home, outdoor and lifestyle equipment, including robotic pool cleaners, mobile fridges, heaters, portable power stations, robotic lawn mowers and related products.

This policy operates in addition to your rights under the Australian Consumer Law (ACL). Nothing in this policy is intended to exclude, restrict or modify any consumer guarantee or other right that cannot legally be excluded.

1. About Smart Living

Smart Living Pty Ltd

ABN: 31 581 248 917

Address:
1a Level 2
802-808 Pacific Hwy
Gordon NSW 2072
Australia

Phone: +61 468 132 595

Email: info@smartlivingpty.com.au

Website: https://smartlivingpty.com.au/

2. Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and 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.

These rights apply automatically and are separate from any manufacturer’s warranty or voluntary warranty offered by Smart Living.

3. Faulty, Damaged or Incorrect Products

If you receive a product that is:

• Faulty or defective
• Damaged during delivery
• Unsafe
• Significantly different from its description
• Not fit for its normal purpose
• Missing important components
• The wrong product
• Not functioning as reasonably expected

please contact us as soon as possible.

You can contact Smart Living at:

Email: info@smartlivingpty.com.au
Phone: +61 468 132 595

Please provide:

• Your order number
• Your name
• Product name/model
• Description of the problem
• Photographs or videos where relevant
• Photographs of any delivery damage
• Proof of purchase, if requested

We may ask for photographs, videos or other information to help us assess the issue.

Smart Living will assess the problem and determine the appropriate remedy in accordance with the Australian Consumer Law.

4. Major Product Problems

Under the Australian Consumer Law, a product may have a major failure where, for example, it is unsafe, substantially different from its description, cannot be used for its normal purpose and cannot easily be fixed within a reasonable time, or has a serious problem that would have prevented a reasonable consumer from purchasing it if they had known about it.

Where a product has a major failure, you may generally be entitled to choose between a refund or replacement.

Depending on the circumstances, you may also be entitled to compensation for reasonably foreseeable loss or damage caused by the failure.

5. Minor Product Problems

Where a product has a minor problem, Smart Living may generally provide a reasonable repair or other appropriate remedy.

If the problem cannot be repaired within a reasonable time, or the circumstances otherwise require a different remedy under the Australian Consumer Law, you may be entitled to a replacement or refund.

We will assess each situation individually based on the nature of the product and the problem.

6. Change-of-Mind Returns

Australian Consumer Law does not generally require a business to provide a refund simply because a customer changes their mind about an online purchase.

However, Smart Living may accept eligible change-of-mind returns at its discretion.

To request a change-of-mind return, please contact us within 30 days of receiving your order.

For a change-of-mind return to be accepted, the product should generally be:

• Unused
• In saleable condition
• Complete with all accessories and components
• In its original packaging where reasonably possible
• Free from damage, marks or signs of use
• Accompanied by proof of purchase

Smart Living reserves the right to refuse a change-of-mind return where the product has been used, damaged, modified, installed, assembled or otherwise made unsuitable for resale.

This change-of-mind policy does not limit your rights under the Australian Consumer Law for products that are faulty, defective, unsafe, incorrectly described or otherwise covered by consumer guarantees.

7. Products That Have Been Used

For hygiene, safety, technical or resale reasons, some products may not be eligible for a change-of-mind return once they have been used.

This may include products such as:

• Robotic pool cleaners that have been used in a pool
• Mobile refrigerators that have been used
• Heaters that have been operated
• Portable power stations that have been used or charged
• Robotic lawn mowers that have been operated or installed
• Products showing signs of installation, modification or physical use

This restriction applies only to voluntary change-of-mind returns and does not affect your rights under the Australian Consumer Law where a product has a problem covered by a consumer guarantee.

8. Returns for Incorrect Products

If Smart Living sends you the wrong product, please contact us as soon as possible.

We will work with you to arrange the return and delivery of the correct product.

Where the incorrect product was supplied due to an error by Smart Living, we will arrange an appropriate solution without passing the reasonable return cost to you.

9. Products Damaged During Delivery

Please inspect your order when it arrives.

If your product or its packaging appears damaged, please take photographs of the packaging and product and contact us as soon as reasonably possible.

Email: info@smartlivingpty.com.au

Please retain the original packaging until the matter has been resolved, where reasonably possible.

Depending on the circumstances, Smart Living may arrange a replacement, repair, refund or other appropriate remedy.

10. Return Authorisation

Please contact Smart Living before sending any product back.

Do not send products to our business address without first receiving return instructions from our team.

We may provide you with:

• A return address
• A return authorisation or reference number
• Shipping instructions
• Packaging instructions
• Courier or freight instructions

This helps us process your return efficiently.

11. Return Shipping Costs

Where a product is confirmed to have a problem covered by the Australian Consumer Law, Smart Living will handle reasonable return costs in accordance with applicable law.

For large, heavy or difficult-to-return products, Smart Living may arrange collection or another suitable return method where required.

For example, certain large robotic lawn mowers, mobile refrigerators, heaters or other heavy equipment may require a courier or freight collection rather than ordinary parcel post.

For voluntary change-of-mind returns, the customer may be responsible for reasonable return shipping and other applicable costs, unless Smart Living agrees otherwise.

12. Return Assessment

After receiving a returned product, Smart Living may inspect and assess the product to determine:

• Whether a fault exists
• The nature and cause of the problem
• Whether the product has been damaged or misused
• Whether the issue is covered by a consumer guarantee or warranty
• What remedy is appropriate

We may request additional information, photographs or videos before arranging a return, particularly where troubleshooting may resolve the issue without requiring the product to be returned.

13. Product Misuse or Damage

Consumer guarantee rights do not generally apply to problems caused by misuse, accidental damage or failure to follow reasonable product instructions.

Examples may include:

• Physical damage caused by the customer
• Incorrect installation
• Unauthorised modifications
• Incorrect electrical connections
• Use outside the manufacturer’s instructions
• Water damage where the product is not designed for that use
• Damage caused by unsuitable charging equipment
• Failure to follow safety instructions
• Damage caused by accidents or external events

This does not prevent you from exercising any rights you may have where the problem is unrelated to the customer’s actions.

14. Refunds

Where a refund is approved, Smart Living will generally process the refund using the original payment method, unless otherwise agreed or required by applicable law.

The time for the refund to appear in your account may depend on your bank, credit-card provider, payment processor or other financial institution.

Smart Living does not control the processing time of third-party financial institutions.

Where a refund is required because of a major failure under the Australian Consumer Law, the refund will be handled in accordance with the applicable legal requirements.

15. Replacements

Where a replacement is appropriate, Smart Living may provide:

• The same product or model; or
• An equivalent replacement where appropriate and permitted.

Replacement availability may depend on stock levels.

If the original product is unavailable, we will discuss the available options with you.

16. Repairs

For products with a minor problem, Smart Living may arrange a repair where appropriate.

Repairs may be performed by Smart Living, an authorised service provider, manufacturer or other qualified service provider.

Where applicable, customers may be asked to provide information about the product, including:

• Model number
• Serial number
• Proof of purchase
• Description of the problem
• Photographs or videos

17. Warranty Claims

Some Smart Living products may be supplied with a manufacturer’s warranty or additional voluntary warranty.

Warranty terms may vary by product and manufacturer.

A manufacturer’s warranty is additional to, and does not replace, your rights under the Australian Consumer Law. Consumer guarantees apply automatically and cannot be removed by a warranty or store policy.

If you believe your product has developed a problem, contact Smart Living first so that we can assist with the appropriate remedy.

18. Refunds for Products Purchased on Sale

Sale or promotional pricing does not remove your rights under the Australian Consumer Law.

If a sale product has a problem covered by a consumer guarantee, Smart Living will provide the remedy required by law.

For voluntary change-of-mind returns, additional conditions may apply to promotional products where those conditions are clearly communicated before purchase.

19. Gift Cards and Store Credit

Where Smart Living provides store credit or a gift card as a voluntary commercial gesture, the applicable terms will be provided at the time the credit or gift card is issued.

Store credit will not be used to replace a refund where the Australian Consumer Law requires a refund, unless the customer agrees to another arrangement.

20. Cancellation Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

We will make reasonable efforts to cancel the order before dispatch.

Once an order has been dispatched, cancellation may no longer be possible and the applicable return process may need to be followed.

Cancellation rights relating to faulty products or consumer guarantees remain unaffected.

21. Refund Processing Times

Once Smart Living has approved a refund, we will initiate the refund as soon as reasonably practicable.

The time for the funds to appear in your account depends on the payment method and financial institution.

Typical processing may take several business days after the refund has been initiated.

22. Contact Us About a Return or Refund

To request a return, refund, repair or replacement, please contact:

Smart Living Pty Ltd

ABN: 31 581 248 917

Email: info@smartlivingpty.com.au

Phone: +61 468 132 595

Address:
1a Level 2
802-808 Pacific Hwy
Gordon NSW 2072
Australia

Website: https://smartlivingpty.com.au/

When contacting us, please provide your order number and a clear description of the issue so that we can assist you as efficiently as possible.

23. Our Commitment

Smart Living is committed to handling returns, refunds, repairs and replacements fairly and in accordance with applicable Australian consumer protection laws.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot legally be excluded under the Australian Consumer Law.

Where a product has a problem, please contact us first so that we can work with you to find an appropriate solution.

Smart Living Pty Ltd
ABN 31 581 248 917