The Smoke Shack Returns and Exchanges Policy
Hi, Smiddy here (again). Me and the Smoke Shack Team are passionate about ensuring that you are completely satisfied with your purchase. We want this to be the start of a beautiful relationship ;-).
Here’s some stuff you need to know in case something isn’t quite right.
Australian Consumer Law
All goods sold in Australia come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Consumer guarantees cannot be excluded and are in addition to any voluntary warranty (warranty against defects) you are given.
There may be circumstances where you are not entitled to a remedy.
For further information about the Australian Consumer Law and consumer guarantees, visit www.consumerlaw.gov.au
Return or Exchange Requirements
If you change your mind about an item purchased on thesmokeshack.com.au, you are entitled to an exchange or refund within 21 days of receipt should it meet the below requirements:
- Product is in original condition, including being unused and unopened.
- Customer Returns Form is completed and enclosed in returns package.
Click to download the Customer Returns Form
*Christmas Extended Returns and Exchange*
Purchases made online between 12th December and 31st December are eligible to be returned or exchanged until the 31st January. All Returns and Exchanges must meet the policy requirements as above.
Postage of Exchange or Refund
The Smoke Shack does not accept responsibility of customer sent return or exchange packages. It is advised that when shipping returns or exchanges customers should select a service that provides tracking.
Please direct all return or exchange packages to:
The Smoke Shack Returns
C/- Parton Logistics
5 Bradford St
KEWDALE WA 6105
Refunds will be processed in the same method as the original payment within 14 business days of The Smoke Shack receiving the return parcel. Notification will be sent to nominated email address at the time of this transaction.
PLEASE NOTE: The Smoke Shack cannot be held accountable for banking institution processing timeframes.
Exchanges, Replacements and Shipping Costs
If you simply change your mind: The Smoke Shack will, at its discretion, provide a replacement, store credit or refund. Shipping costs for both the return of the original product and the replacement product will be the responsibility of the purchaser.
If an item is deemed faulty and is within the manufacturer’s warranty period: The Smoke Shack will provide a credit for the full value of the item, or a refund, of your choosing. Shipping costs for the return of the faulty product and the replacement product will be borne by The Smoke Shack.
If The Smoke Shack makes a mistake and sends you the wrong product: The Smoke Shack will provide a replacement product or store credit, at your choosing, upon receipt of the incorrect product from yourself. Shipping costs for the return of the incorrect product and the replacement product will be borne by The Smoke Shack.
If the item delivered does not match the order description: The Smoke Shack will provide an exchange, store credit or refund, at your choosing. Shipping costs for the return of the faulty product and the replacement product will be borne by The Smoke Shack.
PLEASE NOTE: Any duties and/or taxes incurred on an exchange or refund order is at the customers’ expense and will not be refunded unless the item is deemed faulty by The Smoke Shack.