Smart Start (“Smart Start”, “we”, “us” or “our”) is committed to providing customers with quality products and fair customer service.

This Returns and Refunds Policy applies to purchases made through the Smart Start website.

Nothing in this policy removes or limits any consumer rights that cannot legally be excluded under applicable South African law.

1. Incorrect, Damaged or Defective Products

If you receive:

- The wrong product;

- A product that is materially different from the product ordered;

- A damaged product;

- A defective product;

- A product that does not match its description; or

- A product that does not comply with the agreement,

please contact Smart Start as soon as possible after delivery.

Please provide:

- Your order number;

- Your name and contact details;

- A description of the problem; and

- Photographs or videos where relevant.

Depending on the circumstances and applicable law, the remedy may include:

- Repair;

- Replacement; or

- Refund.

2. Products Damaged During Delivery

If a product arrives damaged, please notify Smart Start as soon as possible after delivery.

Customers are encouraged to take photographs of:

- The outer packaging;

- The damaged product; and

- The delivery parcel or shipping label.

Smart Start will investigate the matter and arrange an appropriate remedy where the damage occurred before the product was delivered to the customer.

3. Hygiene, Baby-Care and Personal-Care Products

For health, hygiene and safety reasons, Smart Start may not accept the return of certain products that have been opened, used or unsealed, where the law permits such restriction.

This may include:

- Baby-care products;

- Personal-care products;

- Hygiene products;

- Sealed products; and

- Products that cannot reasonably be resold once opened.

This restriction does not remove a customer's legal rights where a product is defective, unsafe, incorrect or does not comply with the agreement.

4. How to Request a Return

To request a return, contact Smart Start through:

Email: [Insert official email address]

WhatsApp/Telephone: [Insert contact number]

Please provide:

- Your order number;

- Your name and contact details;

- The product you wish to return;

- The reason for the return; and

- Photographs or videos where relevant.

Do not send a product back without first contacting Smart Start and receiving return instructions, unless otherwise required by law.

5. Inspection of Returned Products

Smart Start may inspect returned products to determine the reason for the return and whether the return qualifies under this policy or applicable law.

The inspection does not remove or limit any statutory consumer rights.

6. Return Courier and Delivery Costs

If a product needs to be returned because Smart Start sent the wrong product, the product was damaged before delivery, or the product is defective, Smart Start will handle the return process and the applicable return delivery costs in accordance with South African law.

Where the return is not due to an error, defect or damage caused by Smart Start, the customer is responsible for arranging and paying the courier or delivery costs to return the product.

Smart Start is not responsible for return courier costs where the customer has provided incorrect delivery information, caused damage to the product, misused the product or otherwise caused the reason for the return.

Customers must contact Smart Start before sending any product back to receive the correct return instructions.

7. Refunds

Where a refund is approved, Smart Start will generally process the refund using the original payment method where reasonably possible.

The time required for the refund to reflect may depend on the payment provider or bank.

Where a customer is legally entitled to a refund, the refund will be processed in accordance with applicable South African law.

8. Products and Brands in Bundles and Hampers

Smart Start offers various product bundles, hampers and promotional packages.

Where a specific product or brand included in a bundle or hamper is out of stock, Smart Start may replace it with another product or brand of equal or comparable value, quality and purpose.

Any planned substitutions will be clearly stated on the relevant bundle or hamper advertisement before the customer places an order.

The specific products and brands included in each bundle or hamper may therefore vary, and customers should carefully review the relevant product advertisement before placing an order.

9. Exchanges

Where an exchange is available, Smart Start may offer a replacement product.

If the replacement product has a different price, the price difference may need to be paid or refunded, depending on the circumstances.

10. Customer Responsibility

Customers are responsible for:

- Providing accurate delivery information;

- Inspecting products upon delivery;

- Following product instructions;

- Using products correctly; and

- Taking reasonable care of products after delivery.

Damage caused by misuse, abuse, negligence or incorrect use may not qualify as a product defect.

11. Consumer Rights

Nothing in this Returns and Refunds Policy removes or limits rights available to consumers under applicable South African law.

Where a consumer has a statutory right to return, reject, repair, replace or receive a refund, Smart Start will deal with the matter in accordance with the applicable law.

12. Contact Us

Smart Start

Email: info@smartstartbis.co.za

Website: www.smartstartbis.co.za

Telephone/WhatsApp Customer Care: +27 61 284 7572