For any returns or enquiries please contact us via the contact seller link in your Bunnings order confirmation email.
1. Can I return my item?
Yes, we offer 14 day returns for change of mind or claims against the discrepancies with orders.
To be eligible for a return, your item:
- Must be unused and in the same condition that you received it
- Must be returned within 14 calendar days of receiving the order
- Must be in its original packaging
- Must have the receipt or proof of purchase (please enclose in return)
About the re-stocking fee
- If you do not meet the above criteria, at our discretion, we may accept a return, however a restocking fee will apply.
2. How do I return an item?
To submit a request for return, please contact us via the contact seller link in your Bunnings order confirmation email. Please note you will need to include the original invoice number in order to avoid delays in processing.
You will be responsible for paying your own shipping/insurance/packing/tracking costs for the return of your item. Please note, our shipping costs are non-refundable.
Please note that goods must be returned within 2 weeks after SMAI has authorised the return. Returns received outside this period will be returned back to you and redelivery charges will apply.
3. When does a restocking fee apply?
If your return request does not meet our policy requirements, (eg, if the original packaging is missing, outside 14 day returns window) etc, then, we may at our discretion, accept the return, however a re-stocking fee will applies. The fee is determined according to the returned item and will be calculated during the returns process. The fee will be deducted from your refund amount.
The restocking fee covers the administration costs, repackaging materials costs and warehousing costs to accept a return, that does not meet the returns policy.
Returns outside the policy are soley at the discretion of SMAI and may be refused.
4. How do I know if you have received my return?
Once we receive your returned item, we will inspect and process your return. If your return is approved, we will initiate the refund/exchange.
For refunds, you will receive an email with the refunded amount.
For exchanges, you will receive an email with the exchange order confirmation.
Should your item not satisfy our returns policy, we will contact you to arrange return of the item back to you. Please note it is your responsibility to pay for all shipping costs associated with the returns.
5. What items are excluded from the returns policy?
- Items on sale / clearance / end of the line
- Requests received after 14 days of receiving your order
- Items used or not in original condition and packaging
- Items with no receipt of purchase
6. What do I do if my item is faulty?
Please read our Warranty Policy and ensure you have understood the terms and conditions of your warranty. If you are satisfied that your product can be claimed, please contact us via the contact seller link in your Bunnings order confirmation email to submit a claim.
7. What do I do if I received the wrong item?
Please contact us via the contact seller link in your Bunnings order confirmation email and include your invoice number, as well as a photo of the incorrect item received in error. We will follow up as quickly as possible to ensure you receive your correct item.
8. How will I be refunded?
You will receive a refund to your original payment method, such as the credit card or gift card which you used to pay for the order.
9. When will I receive my refund?
Once we receive your returned item, we will inspect and process the goods within 48 hours to ensure it satisfies our return policy. Once we have deemed your goods have been returned in satisfactory condition, we will process your refund to your original payment method. You will be notified via email when your refund has been processed.
Please note, however, your refund may take 1-5 business days to appear in your account, depending on your bank provider. Unfortunately, this processing time is out of our control. Any issues following receipt of your refund confirmation email will need to be followed up with your bank provider.
10. Are shipping costs refundable?
Shipping costs are non-refundable. If you request a refund for your item, your refunded amount will only be for the items, and not include shipping costs.
11. How do I exchange an item?
To exchange your item (i.e. for a different size, colour etc.) you will need to ensure the item you are exchanging satisfies our Returns Policy.
To submit a request, please Contact Us. Please note you will need to include the original invoice number, as well as your desired exchange item (colour, size etc.) in order to avoid delays in processing.
12. What if I need my exchanged item to arrive sooner?
If you need the item urgently, please submit a new order on contact seller link in your Bunnings order confirmation email. You can then complete the process for Return & Refund of your original order.