RETURNS & REFUNDS POLICY

If you change your mind after purchasing a product, you may request a return by contacting our customer support team. Change of mind returns may be accepted at our discretion, provided that:

• The request is made within 14 days of receiving your order.
• The product is unused and in its original condition.
• The product is returned in its original packaging where applicable.
• Proof of purchase is provided.

Customers are responsible for return shipping costs unless the product is faulty, damaged, or supplied incorrectly.

If you receive a product that is:

• Damaged during delivery
• Faulty
• Defective
• Incorrect
• Missing from your order

please contact us as soon as reasonably possible after receiving your shipment.

To help us investigate and resolve the issue quickly, we may request:

• Your order number
• A description of the issue
• Photographs of the product and packaging
• Any other relevant information

Where appropriate, we may offer:

• A replacement product
• A repair (where applicable)
• A refund
• Store credit
• Another suitable resolution in accordance with Australian Consumer Law

For health, hygiene, or operational reasons, some products may not be eligible for return, including:

• Products that have been used
• Products damaged after delivery due to misuse
• Custom or special-order products
• Bulk orders manufactured or packed to customer specifications
• Products returned without prior approval where required

This does not affect your rights under Australian Consumer Law.

To request a return:

1. Contact our customer support team.
2. Provide your order number and reason for the return.
3. Wait for return instructions from our team.
4. Securely package the product.
5. Return the product using the approved shipping method if instructed.

Returns sent without prior communication may result in delays in processing.

If the return is due to:

• A faulty product
• A damaged item
• An incorrect product supplied by us

Smith's Cleaning Rags may cover the reasonable return shipping costs. For change of mind returns, customers are generally responsible for return freight charges.

Once returned products have been received and inspected, we will assess your return. If your return is approved, your refund will be processed using the original payment method where possible. Refund processing times may vary depending on your payment provider or financial institution. Shipping charges are generally non-refundable unless required by Australian Consumer Law or where the return is due to our error.

Where appropriate and subject to product availability, we may offer an exchange instead of a refund. Exchanges are commonly available for:

• Incorrect products
• Damaged products
• Manufacturing defects
• Approved replacement requests

Returns for bulk commercial purchases may be subject to additional trading terms agreed upon at the time of purchase. Please contact our team regarding any issues with wholesale or commercial orders so we can provide an appropriate resolution.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to:

• A replacement or refund for a major failure.
• Compensation for any other reasonably foreseeable loss or damage.
• Have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this Returns & Refunds Policy excludes, restricts, or modifies any rights or remedies available to consumers under Australian Consumer Law.

If you have any questions regarding returns, refunds, exchanges, or damaged deliveries, please contact our customer support team.

Smith's Cleaning Rags

Address:
Bldg 50,
400 Moorebank Ave Moorebank
2170.

Phone:
+61 287 960 900

Email:
Sales@smithscleaningrags.com.au

Business Hours:
Monday - Friday - 7:30 AM - 5:00 PM
Saturday - 8:00 AM - 12:00 PM
Sunday - Closed