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Returns

  1. Can I return my item?
  2. How do I return an item?
  3. How do I know if you have received my return?
  4. What items are excluded from the returns policy?
  5. What do I do if my item is faulty?
  6. What do I do if I haven’t received my order?
  7. What do I do if my order is missing items?
  8. What do I do if I received the wrong item?
  9. How will I be refunded?
  10. When will I receive my refund?
  11. Are shipping costs refundable?
  12. How do I exchange an item?
  13. What if I need my exchanged item to arrive sooner?
1. Can I return my item?

Yes, we offer 14 day returns for change of mind.

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)

 Items not eligible for return:

- 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

2. How do I return an item?

To submit a request for return, please Contact Us. Please note you will need to include the original invoice number in order to avoid delays in processing.

You should immediately receive a confirmation email with a Case Number. Please return your item and clearly write the Case Number on your original receipt.

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 address returns to:
SMAI Pty Ltd
Attn: Returns
93 Jardine Street
Fairy Meadow NSW
2519 Australia

3. 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.

4. 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

5. 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 to submit a claim.

6. What do I do if I haven’t received my order?

First, search for your tracking number on our courier site. You should have received a tracking number within 2 business days after purchase. If you did not receive a tracking number, please Contact Us.

If you believe there has been an error with your delivery, please contact your courier company, or otherwise Contact Us and include your invoice number and tracking number so that we can follow up the issue for you.

Please note, sometimes your tracking info may be updated to ‘Delivered’ and you have not yet received your order. Occasionally, the Courier may have scanned your parcel before delivery, and in some cases, your order may be delivered 1 or 2 business days after scanning. If it has been more than 2 business days since your parcel has been marked as ‘Delivered’, please Contact Us and include your invoice number and tracking number and we will follow up the issue for you.

7. What do I do if my order is missing items?

First, please check your tracking confirmation email. If you have a large or bulky order, your order may have been shipped in more than 1 parcel and may not arrive together. If you believe a mistake has been made, please Contact Us and include your invoice number and tracking number.

8. What do I do if I received the wrong item?

Please Contact Us and include your invoice number, as well as an image or SKU code of the item received in error. We will follow up as quickly as possible to ensure you receive your correct item.

9. 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.

10. 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.

11. 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.

12. 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.

Please note that it is your responsibility to check our store www.smai.com.au and ensure your desired exchange item is in stock. You should immediately receive a confirmation email with a Case Number. Please return your item and clearly write the Case Number on your original receipt.

You will be responsible for paying your own shipping/insurance/packing/tracking costs for the return of your item, as well as shipping costs on the desired exchange item. Our shipping costs are non-refundable. SMAI are not liable for any loss or damages that can occur during transit during the return of your item, therefore, we recommend you purchase additional insurance and/or tracking to ensure the item is returned in satisfactory condition.

Please address returns to:

SMAI Pty Ltd
Attn: Returns
93 Jardine Street
Fairy Meadow NSW 2519
Australia

Once we receive your return, we will inspect the item and process your exchange within 48 hours. You will receive a new email confirming your exchange order, which will include additional shipping costs. You can pay for this using the link attached in the email which will redirect you to our payment gateway. Please note, you will be required to pay these shipping costs before we dispatch your order.

13. What if I need my exchanged item to arrive sooner?

If you need the item urgently, please submit a new order on www.smai.com.au. You can then complete the process for Return & Refund of your original order.

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