Returns and Refund Policy
1. Manufacturer's Warranty
If you experience an issue with a product that is covered by a manufacturer's warranty, the manufacturer can offer an assessment and solution. Most manufacturers operate specialised support centres with strong product knowledge and direct access to spare parts. This usually allows them to resolve concerns efficiently.
2. Returns under the Australian Consumer Law
You are entitled to statutory consumer guarantees for products purchased from the BITSmart online store. You may request a refund or a replacement if a product is faulty or has a significant problem.
Exclusions
BITSmart will not provide a repair, replacement, refund, or online store credit if:
- You were informed of the damage or defect at the time of purchase.
- You removed manufacturer labels or caused damage through dropping, misuse, tampering, or alteration.
Faulty Products
If you receive damaged or faulty products on delivery, you must provide photographic evidence within 30 days of receiving the item. This evidence must be supplied to BITSmart Customer Support. Claims may be denied if this requirement is not met. Minor marks or scratches on external packaging caused during transit are not considered damage.
3. Return window
You must notify BITSmart within 30 calendar days of receiving the goods if you intend to return an item for any reason accepted under this policy.
4. Eligibility
| Reason for return | Accepted? | Time limit | Who pays return freight? | Proof required |
|---|---|---|---|---|
| Faulty or damaged on arrival | Yes | 30 days | BITSmart | Photos or video showing the fault |
| Major failure under Australian Consumer Law | Yes | 30 days | BITSmart | Description of the failure and supporting evidence |
|
Change-of-mind Assessed case by case. |
At BITSmart's discretion. A restocking fee of up to 25 percent of the purchase price may apply. |
30 days | Customer | Photos showing factory-sealed packaging |
* Once the original package or box is opened, BITSmart cannot accept a change-of-mind return because the item can no longer be resold. Thank you for your understanding.
We provide pre-sale product advice and technical advice to help you choose suitable products for your project or requirements. We also encourage you to carry out your own research before purchasing. This helps ensure that the product you select is compatible with your needs. BITSmart is strictly unable to accept a change-of-mind return if the original package or box has been opened and you later discover that the item is not compatible or not suitable for your purpose.
We recommend that you complete detailed research before placing an order. This includes checking the specifications thoroughly by referring to the manufacturer’s website and the BITSmart specification section to confirm compatibility with your equipment, system, or intended use.
Your statutory rights under the Australian Consumer Law remain unchanged.
5. How to lodge a return
- Contact BITSmart within 30 days of delivery.
- Provide your order number, a brief description of the problem, and clear photos or video showing any damage or defect.
- The support team will attempt to resolve the issue remotely. If a return is required, you will receive return instructions or an on site assessment arrangement for bulky goods.
- After the item arrives at our service centre, a technician will assess it and confirm the appropriate remedy, which may be a repair, replacement, or refund.
6. Refunds
Approved refunds are processed to your original payment method within 10 business days of our confirmation email. If you have not received the funds after 15 business days, please contact BITSmart for assistance.
