Dick Smith Returns Policy

We understand that sometimes you may need to return a product you have purchased from a Dick Smith store (including the Dick Smith online store). To assist you, we have set out below the Dick Smith Returns Policy highlighting key points that you should know.

1. Australian Consumer Law

Our Returns Policy includes, and does not seek to exclude or limit, the rights you have under the Australian Consumer Law (if you are a consumer) and other relevant laws.

If you are a consumer 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.
  • 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 for which a remedy may be available 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.

  • 2. How to Return your Product?

    (a) Our recommended returns procedure for your benefit

    At Dick Smith, we understand the importance of technology to our customer’s everyday lives. As such, if you have purchased a product through Dick Smith that exhibits a fault our aim is to resolve the issue for you in the fastest time possible.

    To make this happen for you, for products made by most manufacturers, we highly recommend that you contact the manufacturer directly if you have any problem operating your product. It is our experience that when customers experience any problem operating their product, it can often be resolved quicker if the manufacturer is involved directly at the early stage. Not only is the manufacturer best suited to assess and help you with your problem because they made your product and know how your product operates, but they are in many circumstances obligated to help you. For your convenience, the Support Hotlines of some of our top-selling manufacturer brands are set out below:

    Brand Support Hotline Support Website
    Amazon Amazon Support Website
    Apple 1300 321 456 Apple Support Website
    Asus 1300 278 788 Asus Support Website
    Belkin 1800 235 546 Belkin Support Website
    D-Link 1300 766 868 D-Link Support Website
    Fujifilm 1800 226 355 Fuji Support Website
    Garmin 1800 235 822 Garmin Support Website
    HP 13 10 47 (Notebooks)
    1300 721 147 (Desktop PC and Printers)
    HP Support Website
    Huawei 1800 330 943 Huawei Support Website
    Logitech 1800 025 544 Logitech Support Website
    Navman 1300 628 626 Navman Support Website
    Netgear 1300 361 254 Netgear Support Website
    Nokia 1300 366 733 Nokia Support Website
    Samsung 1300 362 603 Samsung Support Website
    Seagate 1800 147 201 Seagate Support Website
    Sony 1300 137 669 Sony Support Website
    Swann 1300 138 324 Swann Support Website
    TomTom 1300 135 604 TomTom Support Website
    Toshiba 13 30 70 Toshiba Support Website
    Uniden 1300 366 895 Uniden Support Website
    Western Digital 1800 429 861 Western Digital Support Website
    ZTE (Telstra Mobile Phones) 03 9614 0110 ZTE Support Website

    We are of course available to help you as well and you may contact us via email or call us on 1300 660 054. Our team is also ready to assist you to connect with our manufacturers’ nationwide network of Authorised Repair agents, who are specialised in resolving problems with your product in the fastest time possible.

    (b) Returning products to our store

    If you:

  • do not wish to contact the manufacturer;
  • are not satisfied with the manufacturer’s remedy;
  • wish to return a Dick Smith branded product; or
  • are entitled to a refund under the Australian Consumer Law and wish to obtain a refund,
  • You may bring your product to the sales/service counter at any of our stores to have your product assessed.

    i. Please retain your receipt

    In order to obtain any remedy from us, you must provide us with clear proof of purchase. The proof of purchase may either be a:

  • receipt we issued; or
  • bank statement or credit card statement where the amount shown on the statement directly corresponds with the purchase price of the product (where multiple products were purchased in one transaction, this would limit our ability to establish proof of purchase).
  • If we cannot be satisfied that you purchased the product from us then we may elect whether or not to accept your product for return. For fraud prevention purposes, if you do not have a receipt, and we elect to give you a return we will need to record your personal details. For further information on our Privacy Policy, please click here.

    If the product you are returning is a Dick Smith branded product, and you do not have proof of purchase, we may offer you a repair, exchange or Dick Smith Gift Card credited with the value of the product at the lowest recorded system purchase price as the purchase date (and hence the corresponding purchase price) of your product will not be able to be determined.

    ii. Product assessment

    Once proof of purchase has been established, if the product fault can safely and clearly be determined in store, we will offer you a refund, exchange, repair or Dick Smith Gift Card. The available remedy will depend on whether the fault amounts to a major failure. Where the product fault is uncertain, difficult or potentially dangerous to determine in store (for example if it is an electrical or software product) we will need to consult with the manufacturer or repair agent to determine the fault and resolution. 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.

    If the manufacturer or repair agent needs to be consulted about the product, and the product is not a Dick Smith branded product, we will ask you if you prefer to deal with the manufacturer directly as from our experience it is likely to be more time efficient for you. Not only is the manufacturer best suited to assess and help you with your problem because they made your product and know how your product operates, but they are in many circumstances obligated to help you. Dick Smith staff are happy to provide you with their relevant contact details to assist you if you wish to contact the manufacturer directly.

    Once the product is with the manufacturer or their repair agent, they will determine whether:

  • there is no fault found;
  • there is a non-major fault which can be easily repaired within a reasonable timeframe;
  • there is a major fault found and you are to be offered a replacement or a refund; or
  • the product has been damaged or abused through misuse, abnormal use or negligent use.
  • Where there is no fault found, the product will be returned to the store to be returned to you.

    Where the manufacturer's assessment finds that there is no fault with the product, or that the product been damaged due to misuse, abnormal use or negligent use, we may require you to, in which case you must, pay us for any fee incurred by us in connection with the assessment of your product, and the transportation of your product to and from the manufacturer.

    Unfortunately, Dick Smith cannot offer a refund or exchange where there is no fault with the product, or the product has been damaged due to misuse, abnormal use or negligent use, whether that has been identified by Dick Smith, the manufacturer or the repair agent. However in such case, we may offer you repair of your product at your cost.

    If the product does not match its advertised description, Dick Smith may provide you with a choice between a refund or Dick Smith Gift Card to the value of the product purchased.

    3. Frequently Asked Questions

    (a) 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 directly. It is our experience that when customers experience any problem operating their product, it can often be resolved quicker if the manufacturer is involved directly at the early stage. In many cases, the issue may be resolved with some basic “troubleshooting” by the manufacturer, so the manufacturer is always a good first point of contact. Not only is the manufacturer best suited to assess and help you with your problem because they made your product and know how your product operates, but they are in many circumstances obligated to help you. For your convenience, the Support Hotlines of some of our top-selling manufacturer brands are set out below:

    Brand Support Hotline Support Website
    Amazon Amazon Support Website
    Apple 1300 321 456 Apple Support Website
    Asus 1300 278 788 Asus Support Website
    Belkin 1800 235 546 Belkin Support Website
    D-Link 1300 766 868 D-Link Support Website
    Fujifilm 1800 226 355 Fuji Support Website
    Garmin 1800 235 822 Garmin Support Website
    HP 13 10 47 (Notebooks)
    1300 721 147 (Desktop PC and Printers)
    HP Support Website
    Huawei 1800 330 943 Huawei Support Website
    Logitech 1800 025 544 Logitech Support Website
    Navman 1300 628 626 Navman Support Website
    Netgear 1300 361 254 Netgear Support Website
    Nokia 1300 366 733 Nokia Support Website
    Samsung 1300 362 603 Samsung Support Website
    Seagate 1800 147 201 Seagate Support Website
    Sony 1300 137 669 Sony Support Website
    Swann 1300 138 324 Swann Support Website
    TomTom 1300 135 604 TomTom Support Website
    Toshiba 13 30 70 Toshiba Support Website
    Uniden 1300 366 895 Uniden Support Website
    Western Digital 1800 429 861 Western Digital Support Website
    ZTE (Telstra Mobile Phones) 03 9614 0110 ZTE Support Website

    We are of course available to help you as well and you may contact us via email or call us on 1300 660 054. Our team is also ready to assist you to connect with our manufacturers’ nationwide network of Authorised Repair agents, who are specialised in resolving problems with your product in the fastest time possible.

    (b) 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.

    (c) 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 a product 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 product may result in the loss of data. Dick Smith recommends you save any data as a backup, external to the device where possible.

    Repair Notice: The repair of your goods may result in the loss of any user-generated data. Please ensure that you have made a copy of any data saved on your goods. 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.

    (d) 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 products where you have simply changed your mind.

    (e) What should I do if I have if I have fixed or bulky products 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), and you believe the product is faulty, we recommend that you contact the manufacturer’s Support Hotline and ask whether the manufacturer can arrange for someone to go to your premises to assess the product. If the manufacturer does not arrange for someone to go to your premises to assess your product, please let us know and we will advise you of how your product can be assessed in such a situation.

    (f) What happens if I have purchased a product online and need to return it?

    Products purchased online can be returned if they are faulty, and the fault did not arise through any misuse, abnormal use or negligent use of the product. Please ensure you retain your receipt as proof of purchase. We will only refund the delivery fee if the products are determined to be faulty after assessment, and the fault did not arise through any misuse, abnormal use or negligent use of the product.

    If you wish to return the product by mail, you will need to coordinate this through our Contact Centre on 1300 366 644 and follow their instructions on how to return the product. You can also return the product to our store. In both cases, the returns procedure will be in accordance with those terms set out in this Returns Policy.

    Before you return the product to us, we strongly recommend that you consider contacting the manufacturer directly. It is our experience that when customers experience any problem operating their product, it can often be resolved quicker if the manufacturer is involved directly at the early stage. Not only is the manufacturer best suited to assess and help you with your problem because they made your product and know how your product operates, but they are in many circumstances obligated to help you.