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 change-of-mind return. Items must be unused, in their original packaging, with all tags attached, and accompanied by proof of purchase. This is our own policy and it sits on top of your rights under the law, which are set out below.

7-day cooling-off period

If you are an individual shopper, section 44 of the Electronic Communications and Transactions Act gives you 7 days from delivery to cancel your order without giving a reason and without penalty. Email info@smartlabs.co.za and send the item back to us unused and in its original packaging. You pay only the cost of returning it, no handling fee applies, and we refund the rest within 30 days. This right applies to individuals, not to schools, companies or other organisations.

Goods that are not what you ordered

Under section 20 of the Consumer Protection Act you may return goods within 10 business days, at our cost and risk, if they do not match the description or sample you were shown, or if they were delivered against your wishes or to the wrong address. No handling fee applies.

Handling fee

We may charge a handling fee of up to 10% of the purchase price on change-of-mind returns, to cover checking, repacking and restocking. In practice we waive it on most orders and apply it mainly to large or special orders, where putting the stock back costs us real time. Where it applies, it is deducted from your refund, so a R500 item would come back as a R450 refund.

No handling fee applies if we sent you the wrong item, if your item arrived damaged, or if it has a manufacturing defect. It also does not apply where you are an individual shopper cancelling within 7 days of delivery under section 44 of the Electronic Communications and Transactions Act, in which case you pay only the cost of returning the item to us.

Items must come back unused and in their original packaging. We cannot accept a change-of-mind return on something that has been opened or used, unless the law requires us to, because we can no longer sell it as new.

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 and cooling-off cancellations, 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, and this right covers every product we sell, including sale items and clearance stock.

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.

Damage or loss in transit

If your order arrives damaged, or goes missing on its way to you, report it within 24 hours of delivery. We assess every claim and, once it is confirmed, we replace or refund the affected items. This applies to every delivery option, including collection from a Bob Box locker. Locker parcels must be collected within 36 hours of the ready notification, after which the locker returns them to us.

To report it, email info@smartlabs.co.za with your order number and clear photos of the damaged item and its packaging, and we will reply within 2 business days. Missing parcels are checked against the courier's proof of delivery. The 24 hour window is there so we can act while the delivery is still fresh, rather than picking up two weeks later that a parcel arrived broken. If the item is out of stock, we refund it in full instead. This is our own service promise and it does not replace or limit your rights under the Consumer Protection Act.

Delivery charges are not refunded once your order has been delivered. The delivery service has been rendered at that point. If you change your mind and return an item, we credit you for the product, and any replacement order carries its own delivery charge.

If the mistake is ours, none of that applies. Where we sent the wrong item, the item is faulty, or your order arrived damaged, we cover the return courier cost and we deliver the correct or replacement item at our cost. You are never out of pocket for our error.

Items we cannot take back

For safety and legal reasons, we cannot accept returns of:

• Chemicals of any kind, once they have left our premises
• Hazardous materials, flammable liquids, or gases
• Custom or personalised products made to your specification
• Gift cards

This does not apply where those goods are unsafe, defective, or not what you ordered. In that case, contact us before returning anything so we can arrange safe handling. Sale and clearance items can be returned on the same terms as any other product if they are faulty or not as described.

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.

Your rights and how to complain

Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002. Where this policy and the law differ, the law applies.

If something goes wrong, email info@smartlabs.co.za or call 011 894 2070 and give us a chance to put it right. If we cannot resolve it between us, you may refer the matter to the National Consumer Commission.