Return policy
SMOCIG CUSTOMER CARE
Returns & refunds
How to cancel an order, request a return and follow a refund.
AT A GLANCE
The essentials
CANCELLATIONSBefore dispatchContact us promptly if you need to cancel. Orders already dispatched cannot be cancelled.
STANDARD RETURNSApply within 14 daysFor an eligible return, contact us within 14 days after receiving your order.
REFUNDSAfter reviewWe will confirm receipt and let you know whether your refund is approved.
The 14-day standard return policy is separate from your rights under the Australian Consumer Law.
01 / CANCELLATIONS
Need to cancel?
We accept cancellations before an order has been dispatched. If your order is cancelled, you will receive a full refund.
Once an order has been dispatched, we cannot cancel it. Please contact us as soon as possible so we can check its status.
02 / STANDARD RETURNS
Returning an item
You may request a standard return within 14 days after receiving the product. For this type of return, the item must be unused, in the same condition as received and in its original packaging.
Please provide your receipt or other proof of purchase. Contact our support team first for return instructions and the return address. Do not send the item to the manufacturer.
Customers are charged shipping costs at most once, including returns. We do not charge a restocking fee.
03 / REFUNDS
What happens next
Once your return is received and inspected, we will email you to confirm receipt and advise whether the refund has been approved.
Approved refunds are processed to the original payment method. The time taken for funds to appear can vary by payment provider or bank.
04 / MISSING REFUND
Still waiting?
First check the account or card used to pay. Your bank or card provider may need additional processing time after we issue a refund.
If the refund still has not appeared, contact our support team with your order number so we can help check it.
YOUR CONSUMER RIGHTS
Faulty or incorrect items
If an item is faulty, damaged or not as described, please contact us with your order details and a description of the issue. We will review the problem and the remedy available under the Australian Consumer Law.
Your consumer guarantee rights are not limited by the 14-day standard return window or its unused-item and original-packaging conditions. Where the law requires it, reasonable return costs for a faulty item will be covered or reimbursed.
START HERE
Let us help you resolve it.
Contact us before sending anything back. Include your order number and a brief explanation so our team can provide the right return instructions.