Refund policy

At Smartchill Air and Home Supplies, customer satisfaction is important to us. This Refund and Returns Policy outlines the conditions under which products may be returned, exchanged, or refunded.

1. Returns Eligibility

Customers may request a return if:

  • The product is defective or damaged upon delivery

  • The incorrect product was delivered

  • The product has a manufacturer defect

To qualify for a return:

  • The request must be made within 7 days of delivery

  • The product must be unused and in its original packaging

  • Proof of purchase (invoice or receipt) must be provided

2. Non-Returnable Items

The following items cannot be returned or refunded:

  • Products that have been installed or used

  • Products damaged due to incorrect handling by the customer

  • Special order or custom sourced products

  • Installation or labour services once completed

3. Damaged or Defective Products

If a product arrives damaged or defective, customers must notify Smartchill Air and Home Supplies within 24 hours of delivery.

Customers may be required to provide:

  • Photographs of the damaged product

  • Proof of purchase

  • A description of the issue

Once verified, Smartchill will arrange one of the following:

  • Replacement of the product

  • Repair through the manufacturer

  • Refund if replacement is not possible

4. Refund Process

Once a return has been approved and the product has been received and inspected:

  • Refunds will be processed within 5 – 10 business days

  • Refunds will be issued using the original payment method, where possible

If payment was made via bank transfer or EFT, refunds will be processed to the customer's nominated bank account.

5. Return Shipping

If the return is due to:

Smartchill error (wrong item or defective product)
Smartchill will cover the cost of return collection.

Customer change of mind
Return transport costs may be the responsibility of the customer, and a restocking fee may apply.

6. Products Purchased with Payment Plans and Store Card Accounts

Products purchased through Smartchill payment arrangements / instalment plans or via RCS Group Store Card Accounts may only be returned if they are defective or incorrectly supplied.

Approved refunds will be processed according to the signed payment agreement.

7. Exchanges

Where possible, Smartchill Air and Home Supplies may offer product exchanges instead of refunds for eligible returns.

Exchange options will depend on product availability.

8. Warranty Claims

Many Smartchill products are covered by manufacturer warranties. Warranty claims may require inspection, repair, or replacement according to the manufacturer's terms.

Smartchill will assist customers in facilitating warranty claims where applicable.

9. Contact Us

For return or refund requests, please contact:

Smartchill Air and Home Supplies
Email: hello@smartchillsupplies.co.za
Phone / WhatsApp: 0694825347

Please include your order number, proof of purchase, and details of the issue when contacting us.

10. Policy Updates

Smartchill Air and Home Supplies reserves the right to amend this Refund and Returns Policy at any time. Updated policies will be published on our website.