Refunds and Returns
Smartfive Refund and Returns Policy
1. Return window and eligibility
Smartfive accepts returns of eligible unused products within 30 calendar days after delivery.
For change-of-mind returns, products must be unused, in their original packaging, and complete with all supplied accessories and components. Please provide your order number, receipt or other proof of purchase.
These conditions apply to our voluntary change-of-mind policy. They do not limit your rights concerning defective, damaged or incorrectly supplied goods.
2. Change-of-mind exclusions
The following products are excluded from our voluntary change-of-mind return policy:
- Opened ribbon products.
- Opened card products.
- Downloadable software and electronically licensed software.
- Sale or discounted items.
These exclusions do not remove any return or refund rights that apply under South African law.
3. How to arrange a return
Email support@smartfive.co.za with:
- Your order number or proof of purchase.
- The product you wish to return.
- The reason for the return.
- Photographs of the issue, where relevant.
Please contact us before dispatching your return so we can provide the appropriate instructions.
Returns are sent by courier or post to:
Smartfive — Attention: Administration Manager
13 Morester Street
Glen Marais
Kempton Park
1619
South Africa
Please do not send products directly to the manufacturer. Pack your return securely. We recommend a tracked service and retaining your proof of dispatch.
4. Return shipping costs
For change-of-mind returns, you arrange and pay for return shipping. Original delivery charges are not refundable under our voluntary return policy, except where required by law.
If you ask Smartfive to arrange a change-of-mind return collection, we will confirm the collection cost and obtain your agreement before deducting it from your refund. We will not deduct return shipping where you have already paid the courier directly.
For qualifying defective goods, or goods incorrectly supplied by Smartfive, we will arrange and cover the necessary return shipping.
5. Restocking fees
We do not charge a restocking or handling fee for returns that meet this policy’s requirements.
If a change-of-mind return arrives used, incomplete or damaged, we will explain any eligibility issue before proceeding. This does not affect your statutory rights.
6. Defective, damaged or incorrect products
If your product arrives damaged, is defective or differs from your order, contact support@smartfive.co.za as soon as reasonably possible so we can assist.
Where the Consumer Protection Act applies, goods that fail to meet its quality requirements may be returned within six months after delivery, without penalty and at Smartfive’s risk and expense. You may choose a repair, replacement or refund as provided by the Act.
Our 30-day change-of-mind period, packaging requirements and product exclusions do not restrict these rights. Applicable manufacturer warranties may provide additional protection.
7. Refunds
We will inspect your return and email you the outcome. If we decline a return, we will explain the reason.
For approved returns under our voluntary policy, we will issue the refund to your original payment method within 30 calendar days of receiving the returned product. Any different statutory deadline will take precedence.
Your bank or payment provider may take additional time to display the credit. If you have not received your refund within the stated period, contact support@smartfive.co.za so we can investigate.
8. Exchanges
We offer replacements for defective or damaged products, subject to availability and your applicable statutory rights. Contact us to arrange assistance.
We do not offer change-of-mind exchanges under this policy. Eligible products may instead be returned for a refund.
9. Online cancellation rights
Where the Electronic Communications and Transactions Act’s cooling-off provisions apply, you may cancel an eligible online purchase within seven days after receiving the goods, without a reason or penalty. Only the direct cost of returning the goods may be charged, and payment will be refunded within 30 days of cancellation.
Statutory exceptions apply. This right is separate from our voluntary 30-day return policy.
10. Contact us
For return requests or refund queries, email support@smartfive.co.za.