Return & Refund Policy

Effective Date: 29 May 2025

At Smiley’s Paradise, we are committed to ensuring your satisfaction with every purchase. As an authorized reseller of Esquire Technologies products, we adhere to both our internal policies and the guidelines set by our supplier. This policy outlines the procedures for returns, exchanges, and refunds.

1. Return Eligibility

1.1. Defective or Damaged Products

If you receive a product that is defective or damaged upon delivery, please notify us within 7 calendar days of receipt. We will arrange for a replacement or a full refund, provided the product meets the conditions outlined in Section 2.

1.2. Unwanted Products

Should you wish to return a non-defective product, you may do so within 14 calendar days of receipt. Returns of unwanted products are subject to a 15% restocking fee, and the product must meet the conditions outlined in Section 2.

2. Conditions for Return

To qualify for a return, the product must:

• Be in its original, unopened packaging.

• Include all accessories, manuals, and documentation.

• Be unused and in a resalable condition.

• Be accompanied by the original proof of purchase.

Products that do not meet these conditions may not be eligible for a refund or exchange.

3. Non-Returnable Items

The following items are not eligible for return:

• Software, licenses, and digital downloads.

• Consumables (e.g., printer cartridges, batteries) once opened.

• Products marked as "Non-Returnable" or "Final Sale."

• Items damaged due to misuse, neglect, or unauthorized modifications.Esquire Technologies+2Esquire Technologies+2m.esquire.co.za+2

4. Return Process

To initiate a return:

1. Contact Us: Reach out to our support team at support@smileysparadise.co.za or call +27 76 072 1344 within the stipulated return period.

2. Provide Details: Include your order number, product details, and reason for return.

3. Await Authorization: Our team will review your request and, if approved, provide you with a Return Merchandise Authorization (RMA) number and return instructions.

4. Ship the Product: Send the product to the address provided, ensuring it is securely packaged. Customers are responsible for return shipping costs unless the product is defective or the return is due to our error.

5. Refunds

Upon receiving and inspecting the returned product, we will notify you of the approval or rejection of your refund.

• Approved Refunds: Processed within 7 business days to the original payment method.

• Restocking Fee: A 15% fee applies to non-defective product returns.

• Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error.

6. Exchanges

If you wish to exchange a product for the same item (e.g., due to defects), please follow the return process outlined in Section 4. Once the returned item is received and inspected, we will dispatch the replacement product.

7. Warranty Claims

Products sold by Smiley’s Paradise are covered by the manufacturer’s warranty, as stipulated by Esquire Technologies. Warranty periods and terms vary by product and manufacturer. For warranty claims beyond the initial 7-day return window, please contact us, and we will guide you through the warranty claim process with the manufacturer.

8. Contact Information

For all return, refund, or warranty inquiries:

• Email: support@smileysparadise.co.za

• Phone: +27 76 072 1344

• Business Hours: Monday to Friday, 9:00 AM – 5:00 PM (SAST)

9. Policy Updates

Smiley’s Paradise reserves the right to modify this Return & Refund Policy at any time. Changes will be posted on our website and will take effect immediately upon publication.

This policy is designed to ensure transparency and fairness in our return and refund processes, aligning with both our supplier's guidelines and South African consumer protection laws.