Refunds and Returns

Smartbag want you to be completely satisfied with your purchase, so you can return any non-customised product within 90 days after it was delivered to you.

Faults are rare, but in the event you must notify sales@smartbag.com.au of any faulty goods within 90 days of delivery.

You can request:

A refund via your original form of payment.
Exchange for a different item (partial refund or additional payment applicable).
Credit towards your next order.
A full replacement of the faulty items.

Non-custom goods

All unprinted goods, and goods that have no customisation can be returned or exchanged.

All returns or exchanges must be in in their original packaging, new condition, and with no signs of use or wear.

We understand a carton may need to be opened, but contents must be unused, and carton/s resealed for re-sale.

For damaged or defective products, its possible you may have used some of the contents before finding defective products. We will replace free of change any defective products, we only need a photo of the defect and number of items affected. A full replacement will be sent to you free of charge.

Note that for change of mind or incorrect purchases, initial delivery costs, and new pick up/ delivery costs are applicable and will not be part of the refund. You will be made aware of these costs before pickup.

Faulty goods or incorrect delivery- general

You must notify sales@smartbag.com.au of any faulty goods within 90 days from receipt of goods.

We will need a photo of the faulty product sent by email and the quantity. We will review and may need to collect the goods for appraisal at our cost.

If there is a fault in manufacturing or otherwise, we will refund or exchange according to the options above.

Note that faulty goods will be refunded in full, or replaced, with no charges for additional pick up or delivery.

Mistakes are rare, but in this event Smartbag will dispatch the correct order in a timely manner. We will arrange pickup as above with no additional payments applicable.

How do I return my item(s)?

The process for exchanging or returning good/s is simple:

Email sales@smartbag.com.au with your SO (sales order) number or Invoice number.
Please explain the issue and how you want to proceed with refund/ exchange.

We will send you con-note label/s via return email.
Print and tape these to the outside of the carton.
Let us know when the goods are ready and we will arrange for pickup.

Custom Printed or Custom Sized Goods

Any product that is custom made is the responsibility of the purchaser and Smartbag takes no responsibility if the purchaser has ordered an incorrect size, colour, shape, or the product does not meet the purchasers needs.

We send a PDF proof for approval of all custom goods, and it is the customers responsibility to check the proof carefully.

Custom orders cannot be cancelled once the order has been paid for, proof approved, and the order in production.

Faults are rare, but in the event you must notify sales@smartbag.com.au of any faulty goods within 90 days of delivery.

We will need a photo of the faulty product sent by email. We will review and may need to collect the goods for appraisal.

Faulty goods will be refunded in full, or replaced, with no charges for additional pick up or delivery.

If you have any questions, please call 1300 874 559 and press 2 for admin.

How long does it take to get my refund?

Once we have investigated the issue and accepted the fault, you can expect the refund to take 7 working days.

A remittance will be sent to you once the refund has been processed.

If you have not received the refund after 7 days please call 1300 874 559 or email sales@smartbag.com.au