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Help Centre >> Returns

  1. I have received a faulty item.

    If you have received a faulty item please email our Customer Support Team at support@soldsmart.biz or you can lodge a support ticket HERE. All issues are dealt with on a case by case basis and we try to resolve all cases directly with customers.

  2. Who pays postage if an item is returned?

    If a full refund has been approved, we follow guidelines under Consumer Law 2011.

  3. Can I get a refund if I change my mind?

    We are sorry but generally we cannot provide a refund if you have changed your mind about your item or no longer want it because it does not suit your purposes. However, in certain circumstances, if emailed with enough notice, we can allow a cancellation of an order and refund minus a 10% cancellation re-stocking fee.

  4. I made an incorrect choice about an item. Can I return it for a refund?

    We are sorry but we cannot provide refunds for incorrect choices or failure to take note of the item description before purchasing.

  5. How quickly should I report a faulty or damaged item to Soldsmart?

    Please contact us as soon as is reasonably practicable via email at support@soldsmart.biz or you can lodge a support ticket HERE. We are committed to responding to all enquiries within 24 hours. Response times may be longer during peak periods. You will receive an automated email regarding the shipment date. The current status of your order can also be confirmed through the "My Order" tab at the top of any Soldsmart page.

  6. I do not have the original packaging of my item. Can I still return it?

    Yes, you can still return the item without the original packaging as long as you can provide suitable packaging for the return of the item.

  7. If my item is damaged in transport will the item be replaced?

    We will either refund you or send you a replacement item.

  8. Can I drop my return item off in person to your warehouse?

    Drop-offs are generally not accepted at our warehouse. However, occasional exceptions are available where the situation has been approved through the Customer Service Manager and the Warehouse Manager.

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