Repairs

At SMATE, we aim to ensure all of our products are of the highest quality and defect free but if for any reason they are not, we want your experience to be a good one.

All of our products come with a manufacturing warranty. If something was to go wrong during the term of the warranty, we provide a repair service either on-site or off-site.

Where clearly our products are at fault, we undertake to demonstrate our quality promise by offering you store credit for your next purchase as per our terms and conditions. We are determined to demonstrate how seriously we take our promise of quality customer service support – by ensuring you have a great experience.

To make a claim under the Standard Warranty you will need to, provide proof of purchase to Smart Group Technologies Australia showing the date of purchase of the products, provide a description of the Products and the price paid for the Products by sending written notice to Smart Group Technologies Australia at PO BOX 201, Seven Hills, NSW 1730, Australia or by lodging an online claim by filling out the contact us form or by email at [email protected].

Once the defect is validated and approved by us (repair team), our repairer will organise for a repair typically being on-site (goods premises) or depending on the nature and type of defect it might be booked in for an off-site repair (repairers premises).

For off-site repairs goods must be returned within a reasonable time. This time frame may vary from product to product and may depend on the type of product you purchased and the price you paid.

Goods returned for repair will be assessed and/or repaired within a reasonable time. You may be provided with an indicative repair time, which may vary due to reasons beyond ours or the repairer’s reasonable control, such as parts availability and incorrect fault description.

You may be required to pay labour, assessment and/or freight fees, such as where goods are assessed to have been damaged by misuse or accident, or where your rights under the Australian Consumer Law or any manufacturer’s warranty do not apply. We may provide you with an indicative fee, which may vary due to reasons beyond our control. Please refer our Warranty page for more information.

If any goods that you return are capable of retaining user generated data such as files stored on a hard drive / internal memory, the replacement or repair of the goods may result in loss of the data. In these circumstances, we recommend you back up data to prevent data loss, and remove sensitive or confidential data, as a party assessing and/or repairing your goods may be required to view data in the course of carrying out the assessment. We will not be responsible for any data loss.

In some circumstances, goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.

Here are the principles of our goods repair, exchange and refunds policy:
(a) Please choose carefully. We don’t refund or exchange for change of mind or wrong selections (unless a statutory cooling-off period applies).
(b) Please keep your receipt as proof of purchase. If we need to help you with an issue, please keep your receipt as proof of purchase. File it away somewhere safe in case you need it.
(c) If there’s a problem with your goods you may be entitled to an exchange, refund or repair if the product:
(i) is faulty or doesn’t do what it is supposed to;
(ii) is not of acceptable quality or fit for purpose;
(iii) has been wrongly described or is different from a sample or demonstration model that was shown to you;
or
(iv) does not comply with any express warranty provided by us.

(d) If there’s a problem with our services. You may be entitled to a refund if the service doesn’t fulfil a particular purpose or achieve a result that you originally told us you needed it for, and it was reasonable for you to rely on our judgement at the time.
(e) The type of resolution that’s available to you will depend on a number of factors, including whether the failure of the good or service is major or minor, and how long it takes you to return the product to us.
(f) If you can’t return the goods because they are lost, destroyed or you got rid of them, we might not be able to help with a repair, exchange or refund. You should also be aware that the time period to let us know about a complaint may vary from product to product.
(g) Assessment of goods: Depending on the circumstances, we may need to send goods that are returned as faulty to our Authorised Service Centre or a third party for assessment and verification before we can decide on the best resolution. We’ll do our best to have this assessment completed in a reasonable amount of time.

In an event product repairs are required outside of the manufacturing warranty, please contact us to see what is the best solution we can offer you. We partner with top quality repairers who can provide the repairs off-site or on-site depending on the nature of the defect. We value your business with a view to long term engagement and to demonstrate it we leave no stone unturned to offer you the best value for money with any repair service.

If you want to talk to us about your goods or repair service, you can contact us at [email protected] or call us on our toll free line (from landline only) 1800 082 221.

If you want to find out about the Australian Consumer Law you can find out more by visiting www.accc.gov.au.