Returns and Refund Policy
1. Manufacturer's Warranty
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 specialised support centres with extensive knowledge of their products and easier access to spare parts.
2. 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.
Exclusions
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.
Faulty Products
If you receive damaged or faulty Products upon delivery, it is mandatory to provide photographic evidence of the damage or fault within 15 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.
3. Return window
You must notify us within 15 calendar days of the date you receive the goods if you wish to return an item for any reason permitted under this policy.
4. Eligibility
| Reason for return | Accepted? | Time limit | Who pays return freight? | Proof required |
|---|---|---|---|---|
| Faulty / damaged on arrival | Yes | 15 days | BITSmart | Photos or video showing the fault |
| Major failure under Australian Consumer Law (ACL) | Yes | 15 days | BITSmart | Description of the failure & evidence |
| Change-of-mind (unopened, not purchased on sale; assessed case by case) |
At BITSmart's discretion | 15 days | Customer | Photos confirming factory-sealed packaging |
Your statutory rights under the ACL remain unaffected.
5. How to lodge a return
- Contact us within 15 days of delivery.
- Include your order number, a short description of the problem, and clear photos / video of any damage or defect.
- Our support team will troubleshoot remotely. If a return is needed, we will email you a return instruction (or arrange on-site assessment for bulky goods).
- Once the item arrives back at our service centre, a technician will assess it and confirm the remedy (repair, replacement, or refund).
6. Refunds
Approved refunds are issued 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 us.
