Refund policy

We want every SmartLabs order to reach you in perfect condition. If something is not right, here is exactly what to do and what to expect.

30-Day Returns Window

You have 30 days from the date you receive your order to request a return. Items must be unused, in their original packaging, with all tags attached, and accompanied by proof of purchase.

10% Handling Fee

A handling fee of 10% of the purchase price applies to all change-of-mind returns to cover processing and repacking. This fee is deducted from your refund.

No handling fee applies if we sent you the wrong item, if your item arrived damaged, or if your item has a manufacturing defect.

How to Return

Email us at info@smartlabs.co.za before sending anything back. Returns sent without prior approval will not be accepted.

Once approved, you can:

  • Drop off your item in person at Unit 6, N12 Industrial Park, 188 Dr. Vosloo Road, Bartlett, Boksburg, 1459
  • Send it back via courier to the same address

For change-of-mind returns, return courier costs are for your account. If we sent the wrong or defective item, we cover the return courier cost.

Manufacturing Defects: Your 6-Month Warranty

Under Section 56 of the Consumer Protection Act 68 of 2008, if your product has a manufacturing defect within 6 months of delivery, you have the right to choose between a repair, a replacement, or a full refund. The choice is yours. No handling fee applies. This right covers all products, including sale items.

To log a defect claim, email info@smartlabs.co.za with your order number, proof of purchase, and a description of the fault.

Damaged or Incorrect Items

Inspect your order as soon as it arrives. If anything is damaged, defective, or incorrect, email info@smartlabs.co.za straight away. No handling fee applies and we will sort it out promptly.

Shipping Options: Standard or Insured

Every order at checkout gives you a choice between two shipping options.

Standard Shipping
Your order ships with standard courier delivery. Couriers in South Africa carry limited liability for transit damage, and for certain product categories such as glassware, no liability applies at all. This is an industry-wide position confirmed by Bob Go and all of their shipping partners. You can read the full carrier liability terms on the Bob Go shipping restrictions page.

If your order arrives damaged under Standard Shipping, we will do our best to assist, but we cannot guarantee a replacement or refund for transit damage where the courier accepts no liability.

Insured Shipping
A shipping insurance fee is calculated as a percentage of your delivery cost and is added automatically at checkout when you select Insured Shipping. The fee will vary from order to order depending on the size, weight, and volumetric weight of the items in your cart. You will see the exact amount before you confirm payment.

If your order arrives damaged under Insured Shipping, we will replace the affected items at no extra cost. To claim, email info@smartlabs.co.za within 24 hours of delivery with your order number and clear photos of the damaged item and its packaging. We will respond within 2 business days. If the item is out of stock, we will issue a full refund instead. The insurance fee itself is non-refundable.

Items That Cannot Be Returned

The following cannot be returned under any circumstances:

  • Chemicals of any kind
  • Hazardous materials, flammable liquids, or gases
  • Custom or personalised products
  • Sale items
  • Gift cards

Your 6-month manufacturing defect warranty applies to all products regardless of this list, as required by law.

Exchanges

We do not offer direct exchanges. Return your original item and place a new order once the return is accepted.

Refunds

Once we receive and inspect your return, we will let you know the outcome. Approved refunds are processed to your original payment method within 10 business days, less any applicable handling fee. Allow a few extra days for your bank to reflect the payment.

If 15 business days have passed since your return was approved and you still have not received your refund, email us at info@smartlabs.co.za.