Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be unused, unopened, with tags (if applicable), and in its original packaging. You will also need your receipt or proof of purchase.

To start a return, please contact us at hello@smartgoosestore.com.au.  Returns must be approved before sending any items back.

For change-of-mind returns, customers are responsible for return shipping costs.

If your item arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of receiving your order. We will assess the issue and provide a suitable solution.

You can always contact us for any return question at hello@smartgoosestore.com.au.

Please note: Each item is unique. Ｍinor cosmetic variations or tiny variations in the paint finish are a normal part of the production process and are not eligible for return or refund. Rest assured, these do not affect the quality or usage of your bottle.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items
For hygiene reasons, we cannot accept returns for items that have been used, washed, or come into contact with liquids (such as water bottles). Gift cards are non-refundable.

 

Exchanges 
We currently do not offer direct exchanges. Please return your original item and place a new order once your return has been approved.

Refunds 
Once we receive and inspect your return, we will notify you whether your refund has been approved. If approved, your refund will be processed to your original payment method within 5–10 business days.

Australian Consumer Law Notice
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.