This Return & Refund Policy outlines when products and services supplied by AT Smart Pty Ltd are eligible or not eligible for return, exchange, or refund.

Products and services may only be returned in accordance with this policy or as otherwise required by Australian law. Please carefully review your order before placing any purchase through our website or sales channels.

Eligible for Return or Exchange

Uninstalled & Unused Products

Products may be eligible for return or exchange only if all of the following conditions are met:

• The product has not been installed, connected, or used

• The product remains unopened and in its original packaging

• All accessories, manuals, and labels are intact

• Return request is submitted within 14 days from the delivery date

If these conditions are met, you may return the product for a refund or exchange.
Return shipping costs (including round-trip shipping) are the responsibility of the customer.

Refunds will be processed within 14 days after the returned product has been received and inspected.

Not Eligible for Return or Refund

The following items and services are strictly non-refundable and non-returnable:

Installed Products

• Any product that has been installed, partially installed, or mounted

• Any product that has been powered on, connected, or tested on-site

Commissioned or Programmed Smart Home Systems

• Smart home systems that have been configured, programmed, or commissioned

• Systems with completed automation logic, scenes, or app setup

• Systems that have been connected to a network or third-party platform

Project-Based Services

• Project-based installations or custom smart home solutions

• Design, consultation, programming, or system integration services

• Labour, site visits, installation, or commissioning fees

Custom or Special Orders

• Customised products or made-to-order items

• Products ordered specifically for a project or client requirement

Change of Mind – Important Notice

Change-of-mind returns do NOT apply to:

• Installed products

• Commissioned or programmed smart home systems

• Customised products

• Project-based or bundled service orders

Once a product or system has been installed, configured, or commissioned, it is generally considered used and not be eligible for a change-of-mind return.

Damaged or Faulty Items on Arrival

If you receive a product that is damaged or defective upon delivery, please notify us within 14 days from the delivery date by phone or email.

You will be required to provide:

• A description of the issue

• Photos or videos showing the damage

• The serial number (SN code) on the product packaging

Once a manufacturing fault is confirmed, a replacement unit will be provided.
In most cases, return of the damaged item will not be required.

Refund Processing

• Approved refunds will be processed to the original payment method

• Processing time may take up to 14 business days

• Shipping, installation, and service fees are non-refundable

Australian Consumer Law

Nothing in this policy excludes your rights under the Australian Consumer Law.
You are entitled to a refund, repair, or replacement for major failures or faults as defined by law.