Refund Policy

At My Smoko Mate, we want you to buy with confidence. If something isn't right, we'll always work with you to find a fair solution in line with this policy and your applicable consumer rights. This policy explains when a refund, replacement or repair applies, how our 30-Day Product Performance Guarantee works, and how to get in touch if you have a problem. We've written it in plain English so you always know where you stand.

Last updated: 30 June 2026

Your Consumer Rights

Nothing in this policy limits or excludes any rights you may have under applicable consumer protection laws. Where Australian Consumer Law applies, your rights under that law continue to apply, and they sit on top of everything described below. If you're shopping from outside Australia, mandatory consumer rights in your own country may also apply.

No Change-of-Mind Returns

Because of the nature of our product, we do not offer refunds, returns or exchanges for change of mind. This includes where you:

• change your mind or no longer want the product
• order the wrong item or the wrong quantity
• no longer need the product
• find a cheaper price elsewhere
• simply prefer something different

We also can't refund delays that happen once your order has been dispatched and are outside our control, unless the law requires otherwise. None of this affects your rights where a product is faulty or doesn't meet a consumer guarantee that applies by law.

Faulty, Damaged or Incorrect Items

You may be entitled to a remedy — a repair, replacement or refund — if the product:

• is faulty
• arrives damaged
• is not as described
• is not fit for a purpose we told you it was suitable for
• does not meet a consumer guarantee that applies by law

If any of these apply, please contact us — we'll make it right in line with your legal rights.

30-Day Product Performance Guarantee

In addition to your legal rights, we offer a 30-Day Product Performance Guarantee. If, within 30 days of receiving your order, you believe your My Smoko Mate isn't performing as reasonably expected when used correctly and in accordance with the instructions, please contact us. We'll assess your claim promptly and, where your claim is valid, provide an appropriate remedy in accordance with this policy and any applicable consumer protection laws.

This is a performance guarantee, not a change-of-mind return policy. To the extent permitted by law, it does not apply to:

• change of mind or preference
• misuse of the product
• damage caused by the customer after delivery
• failure to follow the instructions
• using the product to cook raw food
• unsafe food storage or handling
• normal variation in heating times
• normal variation in battery performance
• expectations beyond the product's intended use or advertised features
• damage from incorrect charging
• water immersion
• unauthorised modification or repair

For context: My Smoko Mate is designed to heat or warm prepared meals — it is not intended to cook raw food. Heating times can vary depending on food type, portion size, starting temperature, ambient temperature, battery charge level and how the product is used, and battery performance naturally varies over time and between usage conditions. These normal variations aren't a fault.

Conditions of Return

Where we accept a return, please return the product:

• with proof of purchase
• with all included parts and accessories where possible
• in reasonable condition, except where the issue relates to a fault or defect
• packaged with reasonable care to avoid damage in transit

Items That Cannot Be Returned

To the extent permitted by law, we don't accept returns where:

• the product has been misused
• the product has been damaged after delivery
• the product has been modified or repaired by someone else
• the product has been exposed to water immersion or improper charging
• the claim relates only to change of mind or preference
• the issue was caused by failure to follow the instructions

This does not affect your rights where a product is genuinely faulty or fails to meet a consumer guarantee that applies by law.

How to Request a Return, Refund or Guarantee Claim

Getting started is simple — email us at support@mysmokomate.com with your order number and a description of the issue. Please wait to hear back from us before sending anything, as we'll provide instructions and, where needed, a return address. In many cases, we may be able to troubleshoot the issue with you first, which can often resolve the problem without the need to return the product.

Assessment Process

So we can help quickly and fairly, we may ask you for:

• your order number
• photos or a short video of the issue
• a description of what's happening
• proof of purchase
• return of the product for inspection

We assess every claim in good faith and in line with your legal rights.

Refunds

Where a refund is approved, we'll process it to your original payment method where possible. How quickly the funds appear can depend on your bank or payment provider.

Return Shipping

If the product is confirmed faulty or we've made an error, we'll cover reasonable return shipping where required by law. For approved returns that aren't due to our error or a confirmed fault, you may be responsible for return shipping where the law allows.

International Orders

We're proud to be an Australian business, and we welcome customers from around the world. If you're shopping from outside Australia, mandatory consumer protections in your own country may also apply to your purchase, and nothing in this policy limits or excludes those rights where they cannot be excluded by law. Wherever you are, please reach out and we'll do our best to help.

Contact Information

Questions about a return, refund or guarantee claim? We're here to help — contact us at support@mysmokomate.com and we'll do our best to sort things out with you directly.