Refund policy

Return & Refund Policy

At Smart Pick & Pay we want you to be happy with your purchase. If something is not right, our team is here to help.

Return Window

You have 14 days from the date you receive your order to request a return for eligible items.

Eligibility for Returns

To be eligible for a return, items must be:

  • Unused and in original condition, with all tags attached
  • In their original packaging with all accessories, manuals and labels included
  • Accompanied by proof of purchase (order number or receipt)

How to Request a Return

Please contact us first before sending anything back. WhatsApp 063 242 2467, landline 011 249 9599, or email smartpickandpay@gmail.com. Include your order number and the reason for return. We will reply with return instructions within 1 to 2 business days. Returns sent without prior approval will not be accepted.

Non-Returnable Items

The following are not eligible for return:

  • Used items or items damaged by the customer
  • Items returned after the 14-day window
  • Sale or clearance items, unless faulty
  • Opened consumables or hygiene products
  • Gel batteries
  • Gift cards
  • Hazardous or flammable goods
  • Items missing parts or original packaging

Change-of-Mind Returns

For returns that are not due to a fault (change of mind), a 15% restocking fee applies and the customer is responsible for return shipping costs.

Damaged, Faulty or Incorrect Items

Please inspect your order on delivery. If an item is faulty, damaged or incorrect, contact us within 48 hours with photos of the item and packaging. We cover return shipping for faulty or incorrect items and will guide you through replacement, repair or refund. Eligible products may also carry a 6-month manufacturer warranty as stated on the product page specifications.

Refunds

Once we receive and inspect your return, we will let you know the outcome. Approved refunds are processed within 14 days to your original payment method. We do not issue cash refunds. Your bank or payment provider may need extra time to reflect the funds.

Return Address and Contact

Smart Pick & Pay, Shop F29, China Mall, 25 Amalgam St, Amalgam, Johannesburg, 2092. WhatsApp 063 242 2467, landline 011 249 9599, email smartpickandpay@gmail.com. Hours: Monday to Sunday, 8:30 to 16:30.