Smiths BBQ’s returns policy does not limit or restrict your statutory rights under Australian Consumer Law. You are entitled to return an item if you believe that there is a problem.
To qualify to return an item under this Policy, Products must be in their original packaging or well packed, along with all included accessories, and must not be damaged in any way by the customer during the time the item is in the customer’s possession. Please see Our Warranty Terms and Conditions in relation to Warranty.
Smiths BBQ’s products are not able to be returned for change of mind purposes under this policy. All returns are subject to the Smiths BBQ’s Warranty Terms & Conditions.
Change of Mind
Please choose your product/s carefully, as Smiths BBQ’s do not usually provide refunds for products where you have simply changed your mind. This includes returns where you simply selected the wrong product.
Faulty Products / Warranty
Please see Warranty Terms and Conditions in relation to Warranty.
You are generally responsible for returning the item if it can be posted or easily returned ie dropped off. For items collected from our warehouse, it is generally the buyer’s responsibility to return the item for a warranty claim (exceptions apply). You are entitled to recover reasonable postage or transportation costs if the product is confirmed to have a problem and is eligible for warranty, however, a receipt will be required. Within 45 days of the customer purchasing the item, Smiths BBQ’s may provide details allowing the return of the item at no cost to the customer (where freight costs apply). If the product failure is found to not fall within the warranty provisions or statutory rights provided, you may be required to pay the transport and/or inspection costs (Estimates will be advised).
Prior to returning any item, our Customer Service Department must first issue you a Return Authorisation (RMA) number. All other relevant information will be sent to you at this time.
Returns are accepted in line with our warranty conditions.
Should you wish to return a faulty item, please email [email protected] Photos and/or videos of the item may also be requested to assist in the return process.
When a return is authorised, it is the buyer’s responsibility to ensure the product is packaged securely to prevent any damage during the return process. Failure to do so may affect the ultimate resolution to be offered.
If the item is required to be returned, the outcome of the inspection should take no longer than 7 business days from the date the item is received by our service department (times may vary).
While many spare parts are stocked in Australia, we may need to order certain parts from the supplier on your behalf. Whilst most ordered parts arrive within 15 days, a small number of difficult to order parts may require up to 8 weeks to arrive.