Refund policy
Last updated: 1 September 2026
This policy covers product returns, refunds, order cancellations and installation cancellations. Nothing in this policy excludes, restricts or changes any right or remedy under the Australian Consumer Law.
Faulty, damaged or incorrect products
Contact Automations Smart as soon as reasonably possible if a product is faulty, unsafe, damaged in transit, materially different from its description, not fit for a purpose discussed with us or not the item ordered. There is no arbitrary short time limit on Australian Consumer Law rights.
We may reasonably assess the product before confirming a remedy. Original packaging is not required for a faulty-product claim, although reasonable proof of purchase may be requested. For a major product failure, you may choose a refund or replacement. For a minor failure, we may first provide a free repair within a reasonable time.
Where a fault, transit damage or incorrect supply is confirmed, we will cover reasonable return, collection or inspection costs as required by law. Contact us before removing an installed, large or difficult-to-handle product.
Service and installation issues
Installation services must be provided with due care and skill, be fit for an agreed purpose and be completed within the agreed time or, if no time was agreed, a reasonable time. For a major service failure, you may cancel the affected service and receive a refund for the unused portion or compensation for reduced value. A non-major issue will be rectified within a reasonable time.
A completed installation is not automatically non-refundable. The available remedy depends on the nature and seriousness of any product or service failure.
Change of mind
Australian Consumer Law does not require a business to accept a return where a customer simply changes their mind. We may approve a change-of-mind request at our discretion. Written approval is required before anything is returned.
An approved voluntary return must ordinarily be unused, uninstalled, unaltered, complete with its accessories and in resalable condition. Custom-ordered, specially configured, installed or opened security hardware may not be suitable for voluntary return. The customer is responsible for safe, trackable return delivery. Any reasonable handling or restocking cost will be explained and agreed before acceptance. No such fee applies to an Australian Consumer Law remedy.
Order cancellations
An order can normally be cancelled for a full refund before dispatch and before approved special-order or custom work begins. After dispatch, a request is handled as a change-of-mind request unless a statutory cancellation right applies. If approved custom work or unrecoverable costs have already been incurred, we will explain them before confirming the cancellation outcome.
Installation cancellations and rescheduling
Contact us as early as possible to cancel or reschedule an appointment. Any cancellation, rescheduling or missed-appointment charge must be disclosed before the booking is confirmed and reflect reasonable costs already incurred. It will not apply where we cancel, where you exercise a statutory right or where our product or service has failed to meet a consumer guarantee.
Return and refund process
Do not send a product back before receiving return instructions. Approved refunds are returned to the original payment method unless another method is agreed. We process approved refunds as soon as practicable; banks and payment providers may take additional time to display them.
Delivery and reasonable return costs are refunded where required by law. No restocking fee applies to an Australian Consumer Law remedy.
Contact
Email sales@automationssmart.com, call 03 4332 5130, use our contact form or visit FAQ & Help. Include your order or invoice number and clear details of the issue.