At Smart Toilet South Africa, we are dedicated to providing high-quality products and ensuring customer satisfaction. We understand that sometimes things don’t go as planned, and you may need to return a product or request a refund. Our Refund and Return Policy outlines the circumstances under which returns and refunds are accepted, and the steps to follow.

1. General Return Policy

You may request a return for eligible products under the following conditions:

• Damaged or Defective Products: If you receive a product that is damaged, broken, or defective upon arrival, you are eligible for a return or replacement. The product must be unused, and all issues must be reported within 48 hours of receiving the item.
• Non-received Products: If your order has not arrived within the specified delivery window and cannot be confirmed as delivered, you may request a return or refund.
• Unopened Products: If you wish to return a product for any reason (except for non-refundable items listed below), the product must be unused and in its original, unopened packaging. Returns for these items must be requested within 7 days of delivery.

2. Non-returnable Items

For hygienic reasons, certain items cannot be returned once opened or used. We will not accept returns for any products that have come into contact with your toilet or bathroom once the packaging has been opened or the product installed. The following items are non-returnable:

• Toilet seats and lids
• Bidets and bidet attachments
• Toilet hoses, valves, and other installation accessories
• Smart Toilet Units

These restrictions are in place to protect our customers from potential health risks and ensure product hygiene standards.

3. Timeframe for Returns and Refund Requests

• Damaged or Broken Items: You must request a return or refund for damaged, broken, or defective items within 7 days of receiving your order. Claims made after this period may not be eligible for a refund or replacement.
• Non-received Orders: If you do not receive your order, you must notify us within 30 days from the date of purchase. Any requests made after this timeframe will not be eligible for a refund.
• Unopened Products: If you wish to return an unopened product, the return request must be submitted within 7 days of receiving the product.

4. Return Process

To request a return, please follow these steps:

1. Contact Us: Email info@smarttoilet.co.za within the eligible timeframe. Provide your order number, a detailed description of the issue, and include photos of any damaged or defective products.
2. Return Approval: Once your return request is received, we will review the claim and provide you with return instructions. If approved, we will arrange for the return shipping of the product, or you may be provided with a return label.
3. Return Shipping:
   • Damaged or Defective Items: We will cover the return shipping cost for items that are damaged or defective upon arrival.
   • Customer-initiated Returns: If you are returning an item for reasons other than damage or defects, you will be responsible for covering the return shipping costs. Items must be returned using a trackable shipping service, and a tracking number must be provided to us.
4. Inspection and Refund Processing: After receiving your returned item, we will inspect it to ensure it meets the return conditions. Once approved, your refund will be processed within 30 business days, and the amount will be credited to your original payment method.

5. Refund Policy

Refunds are available under the following conditions:

• Damaged or Defective Products: If the product is deemed damaged or defective upon delivery, we will issue a full refund, including any shipping fees.
• Non-received Items: If your order has not been received and delivery cannot be confirmed, a full refund will be issued.
• Unopened Products: For products returned in their original, unopened condition, you will be refunded the cost of the product. However, shipping costs (both original and return shipping) are non-refundable.

6. Partial Refunds

In some cases, we may offer a partial refund:

• If an item is returned without all original packaging or accessories.
• If the product shows signs of damage not caused by the manufacturer.
• If the return is initiated beyond the 7-day return window.

7. Non-refundable Situations

We do not offer refunds in the following scenarios:

• Change of mind: Once an item has been shipped or delivered, we cannot accept returns or offer refunds for a change of mind, especially for items that fall under the non-returnable category.
• Installed or Used Products: If a product has been installed or used in any way, it is no longer eligible for return or refund.
• Incorrect Installation or Misuse: Items damaged due to improper installation, misuse, or negligence after delivery are not eligible for refund or return.

8. Sale and Promotional Items

Products purchased during sales or special promotions are final sale and cannot be returned or refunded, unless the item was damaged or defective upon arrival.

9. Gift Returns

If you received a product as a gift and need to return it, you may return it within the standard timeframe for returns. If eligible for a refund, you will receive a gift certificate for the value of the returned product. Please contact our customer service team for assistance with gift returns.

10. Contact Us

For further assistance with your return or refund, you can reach our customer support team via the following methods:

• Email: info@smarttoilet.co.za
• Operating Hours: Monday to Friday, 9 AM to 5 PM (SAST)