Refund policy
We want you to love your Smarty PALS purchase. That’s why we offer a 30-Day Risk-Free Play Guarantee on eligible products.
30-Day Risk-Free Play
You can request a return within 30 days of delivery if the product isn’t the right fit for your family.
To be eligible:
- Items must be clean, in good condition, and resellable
- All pieces, accessories, and original packaging must be included
- Proof of purchase is required
Please note:
- Return shipping is at the customer’s expense for change-of-mind returns
- Original shipping costs are non-refundable
- Returns that are damaged, incomplete, or not in resellable condition may be declined
Magnetic Wall Decals (Special Return Conditions)
Our 30-Day Risk-Free Play does not apply to magnetic wall decals.
These items are only eligible for a return or replacement if they:
- Arrive damaged
- Have creases that affect application
- Do not stick when installed correctly
To assess your claim, we require clear photos or videos showing:
- The product
- The wall surface
- The application process
Returns are not accepted for:
- Change of mind
- Incorrect wall type or paint finish
- Not following installation instructions
- Air bubbles caused during application
Damaged, Faulty or Incorrect Items
Please inspect your order on arrival and contact us within 48 hours at
hi@smartypals.com.au
Include:
- Your order number
- A description of the issue
- Photos or videos
If approved, we will organise a replacement or refund.
Return Process
- Email hi@smartypals.com.au to request a return
- We will provide return instructions
- Send the item back with tracking
Returns must be securely packaged. We are not responsible for items lost in transit.
Refunds
- Refunds are processed after inspection (usually within 2 business days)
- Issued to your original payment method
- Your bank may take 2–10 business days to finalise the transaction
Exchanges
The quickest way to receive a different item is to:
- Return your original item
- Place a new order once your return is approved
Non-Returnable Items
We do not accept returns for:
- Gift cards
- Custom or personalised products
Need Help?
Contact our friendly team anytime at
hi@smartypals.com.au
