Our Returns Policy
We understand that sometimes you may wish to return a product you have purchased from Dick Smith, to assist you, we have set out the Dick Smith Policy highlighting key points that you should know.
Nothing in this policy is intended to limit any legal rights you may have under the Consumer Guarantees Act or any other legislation.
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 goods where you have simply changed your mind. For any product return enquiry, please approach our sales/service counter at any of our stores.
Dick Smith reserves the right to assess the product before processing any credit to determine the products condition.
What happens if I have purchased a product online and want to return it for service due to a fault?
The quickest way to send items for service is by going to your local store. Simply approach the sales or service counter for assistance. Or call 0800 373 347 (option 1) to speak to the online team or (option 4) to speak to our repairs department.
Please retain your receipt
In order to obtain a refund where applicable, or to repair a product purchased from Dick Smith, including those products which carry a manufacturer's warranty, you must have clear proof of purchase – typically, but not always, a receipt. If we cannot be satisfied that you purchased the product from us then, under the law, we are entitled to elect whether or not to accept your product for return.
If I can't find my receipt, can I use a bank statement as proof of purchase instead?
Dick Smith will accept a bank or credit card statement providing this matches up with our own internal records.
Please note: When a refund is granted, we will refund the original purchase price via the previous method of payment indicated on the receipt.or by way of head office cheque refund.
- What should I do if I am having difficulties with getting my product to work?
If you are experiencing problems operating your product, You can discuss with Dick Smith staff in store or alternatively contact our helpline for products purchased from us on 0800 373 347 (option 4), It is our experience that often when customers believe the product they have purchased is faulty; it can be resolved with some basic troubleshooting by us or the manufacturer. The contact number is typically provided on your warranty card or receipt, alternatively our Dick Smith staff can provide you with the relevant contact details to assist you.
- What should I do if I think the product is faulty and I have an Extended Warranty?
We recommend you contact our Extended Warranty Department on 0800 023 516 for a remedy as per the terms of the extended warranty, or alternatively you can make a warranty claim online at dse.twgau.com.au
- What should I do if the product I am returning contains electronic data such as digital photos, digital music etc?
It is your responsibility to back up your data. Failure to back up may result in loss of valuable data. If you need to return an item 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 item may result in the loss of data. Dick Smith recommends you save any data as a backup, external to the device where possible.
If Dick Smith requests my personal information during a refund or exchange process, what do they do with the information?
Our respect for customer's right to privacy of their personal information is paramount. We have policies and procedures to ensure that all personal information, no matter how or where it is obtained, is handled sensitively, securely and in accordance with the Privacy Act 1993.
We may collect personal information during the refund or exchange process in order to comply with our fraud identification processes. As your details will be recorded as part of the transaction process, this info will be kept on our secure database for seven years for IRD purposes.
As required by the Privacy Act you may also check and correct the accuracy of personal details at any time.
To do so please contact our Head Office on 0800 373 347.