Thank you for choosing to shop with SME Marketplace. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason , you may return it to us. Note that, SME Marketplace is not the one selling the product that you will be receiving. As such, we kindly ask that you be patient with us as we contact the sellers on your behalf when you make return or refund requests. Please see below for more information on our return policy.
Refund Or Exchange
Items we can not refund or exchange include:
- Personalized gifts – especially if you provided incorrect spelling of a name.
- Made-to-order furniture
- Underwear – due to hygiene
- Earrings for pierced ears – due to hygiene
- Food items
- Most Swimwear
We are so sorry that you are unhappy with your purchase and feel the need to request an exchange. If you are requesting an exchange because you received the wrong item, we are, of course, happy to rectify this situation. Please contact the Brand you made the purchase from to let the Brand know that you received the wrong item. If you fail to receive a reply from the Brand from whom you have made your purchase, please email SME Marketplace and we will discuss this matter with the distributing Brand.
In your email to us please include:
- Order number and full name used in the order
- A photo or short video of your item. Please explain and show the reason for an exchange.
- We will then make contact with the Brand from whom you purchased your item(s) and be in touch with you shortly.
Unfortunately, emails received after 10 days of receipt of the goods cannot be reviewed. Thank you for understanding that the decision to accept your exchange is made by the Brand from whom you have purchased. This is final and SME Marketplace can not override this decision. This is a case by case basis as every Brand has its own rules with regards to exchanges. It is important to us that all approved, items are returned in original condition with all original tags and labels attached. If the item is returned in a condition that we deem is unable to be resold, the Brand may advise SME Marketplace that we can not proceed with your refund. Exchange requests received after 10 days of your purchase’s arrival, may be declined.
For Refunds: After receiving your return and inspecting the condition of your item, we will process your refund. Please allow for at least two to five (2-5) business days after receipt of the return item for the refund to be processed. You will be notified by email after the process is complete. Once we issue your refund, it may take additional time for your funds to be made available in your account by your financial institution.
I get it, sometimes you have made an online purchase and perhaps missed some details such as size or color and you have received the item and it is not what you expected. As we are an Online Marketplace we kindly ask that you allow time for us to liaise with the Brand you have purchased from as every brand has their own set of terms and conditions of sale.
Return Postage: In all cases, you will be asked to pay return postage for change of mind purchases and the item is not accepted as having been posted until the Tracking Number is advised and we can see it within the postal system. Sometimes people begin this process and then don’t post the item back for a very long time, for this reason, we allow a maximum of 6 weeks to return the item once you have advised that you wish to return the item. This date is not flexible, as we believe that 6 weeks is ample time to return an item you no longer desire. We are so sorry that this item is not what you hoped and we will make this as quick and easy as possible and ask that you post the item immediately.
A Restocking Fee may apply : Restocking fees are fees charged when an item is returned to the seller. Sometimes restocking fees are based on the condition of the item and the fee is a percentage of the original sale price. A restocking fee may be advised to us by the Brand. While many do not charge this see, there are a select few who do charge to restock, especially if it is a furniture item or similar. Once you reach out to us, we can reach out to them and discover if there is a fee. Each Brand may also have their own Terms and Conditions that are a little more specific so you may review those in the products listing.
Please Note: The correct item must be returned to receive a refund. If you accidentally sent the wrong item to a Brand, please contact the Brand or SME Marketplace as soon as possible. SME Marketplace cannot guarantee your item will be found and returned, and no compensation will be provided for incorrect items sent to a Brand. Notably, items that have been resized, damaged, or otherwise altered after delivery won’t be accepted for return.
Return of Damaged Items
We ask that if the product(s) purchased arrived in less than perfect condition, please immediately contact the Brand you have purchased the product(s) from. If you fail to receive a reply from the Brand from whom you have made your purchase, please email SME Marketplace and we will discuss this matter with the distributing Brand.
In the email to us please include:
- Order number and full name used in the order.
- A photo or short video of your item. Please explain and show the fault.
- We will then make contact with the Brand from whom you purchased your product(s) and be in touch with you shortly.
Unfortunately, emails received after 10 days of receipt of the damaged goods cannot be reviewed. Any item damaged as a result of negligence will not be replaced or refunded. Please note that Warranty Claims are reviewed based on the individual warranty of the item. Every item is different however generally most warranties cover the first 12 months. Please review the warranty paperwork included with your purchase.
Product Did Not Arrive
I understand that this is frustrating and we want to help you to receive the product you have purchased. As your purchase will be coming directly from the Brand who owns the store where you purchased the item it is important for you to get in contact with that Brand before contacting SME Marketplace via email. Also before contacting us ensure that you:
- Check to see if you have received an email advising that your order is on the way.
- Check to see if you have a separate email advising you of tracking details. Although, this is not compulsory. Can you also check your spam folder and if you have a Gmail account then your email system may automatically divert these email into promotions.
You should be mindful too that if your purchase has failed to arrive and more than ten business days have passed since the status of your order changed to completed, it is possible that your parcel is missing. Unless the postal company has advised otherwise. An example of this is if the courier has a note on your delivery status stating the shipment is delayed. If the item(s) you purchased could not be delivered due to the fault of the courier company, the posting Brand will lodge an investigation with the courier company. If an unforeseen circumstance arises and you are required to collect your purchase from the postal company or courier service as they can not deliver your item(s) directly to you, then this is out of the hands of SME Marketplace and the Brand who arranged the courier and we thank you for collecting your purchase. If you have moved house and you are not there to receive your order, we thank you for understanding that our brand has received your order and posted your order. For this reason, the posting brand is not liable for you not receiving your order. If you choose to move house, we suggest that you set up a mail redirection and choose an option with tracking, if offered.
Allergic Reaction To Item Purchased
In the rare instance you’ve had an allergic reaction to a product, please take a photo of the reaction and discontinue use of the product immediately as well as contacting your doctor. Allergy returns must be less than 20% used upon arrival to us. We will contact the Brand who owns the store you purchased from and ask them to offer a credit, exchange for a more suitable product (of the same value) or a full refund. When returning your product please enclose full order details, receipt of purchase and a full description of the reaction you experienced. We are very sorry that this has happened to you and hope that you feel better soon.
There is a person at the end of the phone or email who would like to assist you. There may be times where we are unable to accept a return or exchange which may anger you however we ask that we have a calm discussion about this.
SME Marketplace defines abuse as the following
- Swearing or foul language
- General rudeness
- Threatening language
If a customer behaves in a threatening, angry or abusive manner, we implement a “three-strike” rule as we like to give the abusive customer a chance to stay on the line and resolve their query. Once the interaction has passed this point, the advisor has little option other than to hang up. The Owner of the Business will follow up with the customer the next day after they have calmed down. However, for serial abusers, this follows up phone call will not occur.