Returns and Refund Policy
If you encounter an issue with a product covered by a manufacturer's warranty, the manufacturer can offer a prompt assessment and solution. They often have specialized support centres with extensive knowledge of their products and easier access to spare parts.
Returns under the Australian Consumer Law
You are entitled to the benefit of statutory consumer guarantees for products purchased online from the BITSmart online store. You can choose a refund or replacement if the product is faulty or has a significant problem.
We will not offer to provide a repair, replacement, refund, or online store credit if:
- At the time of purchase, you were made aware of the damage or defect in the item; or
- You have removed the manufacturer labels, dropped, damaged, misused, tampered or altered the item in a way that caused the problem.
If you receive damaged or faulty Products upon delivery, it is mandatory to provide photographic evidence of the damage or fault within 2 business days of receiving the product to BITSmart Customer Support. Please do so to avoid your claim being denied. Minor damage or scratches in the external package during the transit will not be considered damage.
Cancellation and Change of Mind
We do not offer any refund if you change your mind or find the same product or service cheaper elsewhere.
How to Return
- Contact our Customer Service Support team and provide details of the fault. To enable our team to provide you with a speedy resolution, attach photos or a brief video that displays the damage or defect in your product.
- Our Support team will assess your claim and try to troubleshoot and fix the issue without requiring you to return the product.
- If our troubleshooting process reveals that your product may be defective, we will give you instructions on returning the product for assessment. If you need to return the product, we will handle the return shipping at no charge to you. In the case of larger items, we may organize an on-site assessment.
- Upon receiving the product, our proficient technicians will evaluate it and determine the optimal course of action to address the issue.
We will notify you once we've received and inspected your return and let you know if the refund was approved. You'll be automatically refunded on your original payment method within 10 business days if approved. Please remember it can take time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, don't hesitate to contact us at firstname.lastname@example.org.