Returns & Exhanges Policy
30 DAY RETURN POLICY
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
SHIPPING COST OF RETURNS
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
HOW TO RETURN ONLINE PURCHASES
BEFORE POSTING A POTENTIAL RETURN OR EXCHANGE
STEP 1 - CHECK Please take a moment to carefully read through the all information given on this page to check if you can return your product.
STEP 2 - REQUEST
If your product fits the conditions to exchange or return please email us before posting to arrange. We kindly ask you include in your request your original order number and the name of the item/s you wish to return. Please let us know the reason for your exchange/return so we can best resolve your issue as quickly as possible together with you.
STEP 3 - ASSESSMENT
Please wait for our reply before posting. We will assess your request from your email and may call you to discuss. If what you want to exchange is not currently available, we can inform you of delivery dates for new stock, or discuss alternative products.
STEP 4 - POST
If we have assessed your request and confirmed with you to return it to us within 30 days of receiving your order, please send the item/s back to us – if you can, use the original packaging that your order was sent in, and please remember to include a copy of your receipt or order details.
Please Address your return/exchange/repair to:
SMART, Alec hatters
235 GERTRUDE ST, FITZROY
VICTORIA, AUSTRALIA 3065
STEP 5 - TRACKING
We highly recommend you return your parcel using a Trackable service. We don’t guarantee that we will receive your returned item.
STEP 6 - PROCESSING
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return or exchange.
Please note there will be no refund or exchange until we received your original purchase back and have determined that the item is in good, re-sellable condition.
If you are approved, then your exchange will be processed in line with the below conditions.
PLEASE NOTE - All online return delivery costs for change of mind will be at the customer's expense.
Goods are deemed faulty if you receive them in damaged condition or where a manufacturing fault occurs within one year of purchase. Items that are damaged by you or in any other way, or as a result of normal wear and tear are not considered to be faulty.
If you would like to exchange a faulty item instead of receiving a refund, please note we can only replace it for the same product in the same size, subject to availability. Where possible we will offer to repair faulty items. If it cannot be repaired, you are entitled to a full refund.
For more information regarding consumer rights, refunds and exchanges, please click through to the official Australian Governments Consumers Rights Site - ACCC
CHANGE OF MIND
We want you to be happy with your purchase! We understand ordering the correct size and style can sometimes be tricky, that is why we suggest if you have any questions regarding size, style, colour fit – do not hesitate to contact us before you make a purchase and we will do our best to assist you.
While according to Australian Law we are not obliged to offer a refund for change of mind purchases - If for any reason your order is not as you expected, you may exchange, replace or be provided with store credit for your purchase, provided it is returned in saleable condition with tags still attached subject to the conditions and exceptions below:
CONDITIONS OF RETURN
You have 30 days from the date of delivery to return a Smart Alec Hatters Purchase if it meets the following conditions:
- We do not offer cash refunds if you change your mind. However your exchange, replacement or store credit will be issued to you once we receive the original item back and its condition has been assessed.
- All items must be returned within 30 days from delivery.
- All products must not be worn outside or show any sign of use or misuse and returned in the original packaging.
- Items that show signs of wear or misuse will not be accepted for return
Full priced items: Smart Alec Hatters agrees to offer you (excluding delivery charges) a online voucher valid for 3 years from the date of Issue.
- FOR TEMPORARY ONLINE SALE OFFER PROMOTION ITEMS (such as social media promotions on full priced newly season stock) Smart Alec Hatters agrees to offer you a exchange or credit voucher to the value of the purchase (excluding delivery charges). Online vouchers are valid for 3 years from the date of issue.
- CLEARANCE SALE ITEMS Clearance sale items purchased with a discount are considered final sale and will not be eligible for return, exchange or online voucher, unless deemed faulty by the company. By purchasing a sale item on further markdown, you agree that the item cannot be returned.
- SALE ITEMS BOUGHT AS GIFTS
- Gifts bought on Sale need to meet the same criteria as other sale items.
GIFTS AND GIFT VOUCHERS
- STORE CREDIT or EXCHANGE - If the recipient of a SMART, Alec product wants to exchange their gift due to size or style we will offer the recipient a credit voucher to the value of the purchase (excluding delivery charges). The credit voucher is valid for 3 years. All the same conditions apply as for regular purchases.
- GIFT VOUCHER– are valid for 3 years – SMART,Alec does not refund gift vouchers.
DELIVERY COSTS - All return delivery cost for gifts will be at the customer's expense.
SOCKS & HOSIERY RETURN POLICY
For Hygiene reasons to be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
CUSTOMERS GUARANTEES AND RIGHTS UNDER AUSTRALIAN CONSUMER LAW
You have rights under Australian Consumer Law which cannot be excluded or limited by us. If within a reasonable time frame of purchasing the goods from Smart Alec Hatters, you believe the goods fail to meet a consumer guarantee, namely if the goods:
- are not of acceptable quality;
- are not fit for its purpose; or
- are different from their description or sample,
You may be eligible for a repair, replacement or refund.
SMART, Alec Hatters will assess the goods to determine whether the goods fail to meet the consumer guarantees. If the problem with the goods is minor, we can choose to repair the goods, free of charge, instead of a replacement or refund. If there is a major fault with the goods, you can ask for a replacement or refund. The consumer guarantees will not apply if the goods have been misused in a way that caused the problem or if you were made aware of the fault(s) before you purchased the goods.
Goods returned under consumer guarantees must be accompanied with your invoice as proof of purchase. Refunds will be processed using the original tender type.
LATE OR MISSING REFUND
- If you haven’t received a refund yet. First check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
- Next contact your bank. There is often some processing time before a refund is posted.
- If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org and we will work with you to resolve the issue as quickly as possible.