Dick Smith Returns Policy
We understand that sometimes you may need to return a product you have purchased from a Dick Smith store, to assist you, we have set out below the Dick Smith Policy highlighting key points that you should know.
Our Returns Policy includes the rights you have under the Australian Consumer Law and other relevant laws.
Your Rights under the Australian Consumer Law - 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 and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Where a failure does not amount to a major failure, Dick Smith is entitled to choose between providing you with a repair, replacement or other suitable remedy.
If you suffer losses as a result of a failure of Dick Smith to comply with guarantees, you can recover those losses from Dick Smith. This type of loss is often known as "consequential loss". The losses that are recoverable are limited to those that are "reasonably foreseeable" to result from the failure. In other words, you can recover those losses that are a probable consequence of the failure. An example is where a TV installed by us falls off the wall and damages your entertainment unit. In that case, Dick Smith may be required to compensate you for the damage to your entertainment unit. However, Dick Smith would not be required to pay money to you for problems unrelated to Dick Smith's own conduct or the goods that it has supplied.
Your rights under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. Dick Smith adopts the same approach. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us.
For any product return, please approach our sales/service counter at any of our stores. This includes products that carry a manufacturer's warranty. Any cost incurred by you in bringing the item to the service desk will be borne by you.
- Please retain your receipt
In order to obtain a refund, exchange or to repair a product purchased from Dick Smith, including those products which carry a manufacturer's warranty, you must have clear proof of purchase - typically, but not always, a receipt.
If we cannot be satisfied that you purchased the product from us then, under the law, we are entitled to elect whether or not to accept your product for return.
However, if the product is a Dick Smith Branded Product, Dick Smith will offer you a repair, exchange or Returns Card credited with the value of the item at the lowest recorded system price as its purchase date cannot be determined.
- Product Assessment
Once proof of purchase has been established, if the product fault can safely and clearly be determined instore, we will offer you either a refund, exchange, repair or Returns Card. The available remedy will depend on whether the fault amounts to a major failure. Where the product fault is difficult or potentially dangerous to determine in-store (for example if it is an electrical or software item), we will need to consult with the manufacturer or repair agent to determine the fault and resolution.
The manufacturer or their agent will determine whether a product has incurred a major or minor fault. Where a product has been sent to the manufacturer, the manufacturer will determine whether:
- There is no fault found
- There is a minor fault which can be easily repaired within a reasonable time frame
- There is a major fault found and the customer is to be offered a replacement or a refund
- The product has been damaged or abused through misuse.
Where the manufacturer's assessment finds that there is no fault with the goods, or that the goods have been damaged due to misuse or abnormal use of the goods by you, we may require, at our option, that you compensate us for any fee imposed on us by the manufacturer in relation to this assessment.
When assessing product fault, it is up to you whether you would prefer to deal with Dick Smith or the manufacturer directly. It may be more convenient for you to liaise with the manufacturer directly (which may be more time efficient). You certainly have that option. Dick Smith staff are happy to provide you with their relevant contact details to assist you.
When we send your product to the manufacturer or their repair agent, we will ask them to assess the product and provide their assessment within a reasonable timeframe.
Unfortunately, Dick Smith cannot offer a refund or exchange where the product has sustained damage due to abnormal use, whether that has been identified by Dick Smith, the manufacturer or repair agent.
If the product does not match its advertised description, Dick Smith will provide you with a choice between a refund or Returns Card to the value of the item purchased.
- What should I do if I am having difficulties with getting my product to work?
If you are experiencing problems operating your product, we strongly recommend that you contact the manufacturer's customer helpline.
It is our experience that often when customers believe the product they have purchased is faulty; it can be resolved with some basic 'troubleshooting' by the manufacturer. The contact number is typically provided on your warranty card or our Dick Smith staff can provide you with their relevant contact details to assist you.
- What should I do if I think the product is faulty and I have an Extended Warranty?
We recommend you refer to the Dick Smith Extended Warranty brochure (that was provided to you at the time of purchase) for details regarding your rights available under the Extended Warranty. If you are not satisfied or not receiving prompt service, return to your local Dick Smith store for assistance.
- What should I do if the product I am returning contains electronic data such as digital photos, digital music etc?
If you need to return an item that is capable of retaining user generated data such as cameras, mobile phones, MP3 players etc, please note that assessment and/or repair of the item may result in the loss of data. Dick Smith recommends you save any data as a back up, external to the device where possible.
Repair Notice: Please be aware that, in some circumstances, goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.
- What should I do if I have changed my mind and want to return a product?
Please choose carefully as Dick Smith does not normally accept return of goods where you have simply changed your mind.
- What should I do if I have if I have fixed or bulky items to return?
If your product cannot be easily returned to your local Dick Smith store because of the nature of the fault, the size of the product or the product is affixed to your premises (for example a security system which requires a professional electrician to disconnect electrical wiring and remove it), please contact us and we will arrange for the product to be assessed.
- What is a Returns Card and when would I receive one?
A Returns Card provides with you a credit to the value of the goods returned. A Returns Card may be given if a return is granted on a Dick Smith branded product where no proof of purchase has been supplied. The Returns Card is not redeemable for cash and is valid for six months from the date of issue.
- If Dick Smith requests my personal information during the refund or exchange process, what do they do with the information?
Our respect for customer's right to privacy of their personal information is paramount. We have policies and procedures to ensure that all personal information, no matter how or where it is obtained, is handled sensitively, securely and in accordance with the National Privacy Principles. We may collect personal information during the refund or exchange process in order to comply with our fraud identification processes. If you wish to access your personal information please email email@example.com.
- What happens if I have purchased a product online and need to return it?
Items can be returned by mail. This can be coordinated through our Contact Centre on 1300 366 644.
You can also return or exchange most online purchases at any Dick Smith store. Simply approach the sales or service counter for assistance where you wish to make a claim under our Returns Policy or the ACL, including when:
- Goods are damaged or faulty through no fault of your own
- Goods are incorrectly ordered
- Goods are supplied incorrectly
- Goods vary from their description on the website (or any sample provided)
- If I can't find my receipt, can I use a bank statement as proof of purchase instead?
Unfortunately Dick Smith will not accept a bank or credit card statement unless the amount shown on that statement directly corresponds to the amount at which the product in question was purchased. Where multiple items were purchased in that transaction, it limits our ability to establish proof of purchase. Dick Smith cannot provide copies of receipts if lost or misplaced.
- Please note: When a refund is granted, we will refund the original purchase price via the previous method of payment indicated on the receipt. If you are granted an exchange for Dick Smith Branded Products for the reason of not having proof of purchase, you will be given an exchange or Returns Card to the value of the lowest recorded system price as its purchase date cannot be determined.
- For further information on anything contained within this brochure please discuss with your local Dick Smith Store Manager, or contact us here.