Still waiting on a refund from Dick Smith?

Understanding the Dick Smith refund policy starts with knowing what type of product you bought and who actually fulfilled it. Kogan.com acquired the Dick Smith brand) in 2016 and now operates dicksmith.com.au as an online marketplace under its own systems, which means eligibility varies depending on whether Dick Smith or a third-party seller fulfilled your order. Before requesting a refund, check whether your item qualifies under the Dick Smith returns policy or falls outside it.

• Exclusive Brands only: Dick Smith Exclusive Brands returns cover a defined product list — Dick Smith, Kogan, Komodo, Bubbli, Certa, Ovela, Cookmaster, BellaVita, Fortis, Vostok, Scharfen, Pestill, Ergolux, Orbis, Estelle and Kromo — so check your item's brand before assuming you're covered.
• 14-day request window: Dick Smith change of mind returns must be requested within 14 days of delivery, with the item then returned within 10 business days of approval.
• Condition required: Items must be unused, in original packaging, with all accessories included, and in re-saleable condition.
• Health and safety exclusions: Some products are excluded from change-of-mind returns entirely, as noted on the individual product listing.
• Faulty goods: A Dick Smith faulty item refund is protected under the Australian Consumer Law, entitling you to a refund, replacement, or compensation for a major failure regardless of the change-of-mind terms — see the Guarantee & Returns Policy for details.
• Marketplace exclusions: If a third-party seller fulfilled your order, Dick Smith typically directs you to contact that seller directly rather than processing the refund itself.

Knowing how to get a refund from Dick Smith starts with locating your order in your account rather than searching for a phone line, since support runs almost entirely through online tickets. Follow the How to Return Your Product guide alongside these steps.

1. Find your order in your Dick Smith account and select the relevant item.

2. Click "Contact Dick Smith" (or "Contact Seller" for marketplace orders) from the order page.

3. Choose your enquiry timing — "Before your product arrives" or "After your product arrives."

4. Select the closest issue type (change of mind, faulty item, wrong item) and submit full details, including photos or video of any fault to speed up assessment.

5. Wait for approval. Dick Smith will issue a prepaid Australia Post return label for smaller items, or arrange courier or repair-agent collection for larger ones — keep your original packaging to make this easier.

6. Send the item back using the supplied method and wait for Dick Smith to receive and inspect it.

7. Refund is processed once the returned item is approved.

The standard Dick Smith refund timeframe is up to 10 business days from when your returned item is received and inspected, though real customer experiences can run considerably longer.

• Stated processing time: Up to 10 business days after the returned item is received and inspected.
• Escalation point: If your refund hasn't come through within 21 days of the item being received, consumer advocacy guidance recommends escalating to your state Fair Trading office or the ACCC.
• Reported delays: Some reviewers describe waits stretching to months, particularly for marketplace or overseas-fulfilled items.
• What slows things down: Third-party seller involvement, overseas distribution chains, missing proof of postage, or slow support responses.
• What speeds things up: Using the prepaid Australia Post label, submitting clear photo or video evidence for faults upfront, and escalating through PayPal or your card issuer if Dick Smith goes quiet.

How you get your money back depends on your original payment method and whether Dick Smith or a marketplace partner sold the item. Since Kogan.com owns and operates dicksmith.com.au, a Dick Smith Kogan refund can follow Kogan's broader account and payment systems.

• Original payment method: The default for most direct-from-Dick Smith purchases and confirmed faulty items.
• Store credit or account points: If you originally paid with Dick Smith account credit or points, the refund is reissued the same way rather than as cash.
• Store credit for change of mind: Change-of-mind refunds on Exclusive Brand products are often issued as store credit rather than back to your original payment method — a frequent source of customer frustration.
• PayPal dispute resolution: Some customers have secured refunds by escalating directly through PayPal when Dick Smith support was slow or unresponsive.
• Return shipping costs: Generally covered by Dick Smith for confirmed faulty items; customers pay their own return shipping for change-of-mind returns.

Based on reviews from ProductReview.com.au (3,130+ reviews, 2.8/5 average) and PissedConsumer, these are the recurring refund complaints:

• Slow or non-existent processing: Multiple recent reviewers report waiting weeks to months for refunds on defective items, well past the stated 10-business-day window.
• Marketplace "pass the buck": A Dick Smith marketplace refund request is often redirected back to the third-party seller instead of being handled directly, leaving disputes unresolved for months.
• Dick Smith customer support refund delays: Enquiries are handled almost entirely online with no readily available phone line, and each ticket response can take several days.
• Unwanted subscription charges: Customers frequently report being automatically opted into a paid "First Member" subscription (reportedly around $129/year) without clear consent, requiring an additional dispute alongside the refund.
• Undisclosed overseas sourcing: Some items are drop-shipped from overseas without this being made clear at purchase, complicating returns and extending refund logistics.
• Store credit instead of cash: Customers expecting a cash refund for change-of-mind returns are sometimes surprised to receive account credit instead.

Tips to avoid these pitfalls: Confirm whether your item is a genuine Exclusive Brand or a third-party marketplace listing before buying, photograph items on arrival, and keep all correspondence through the formal "Contact Dick Smith" ticket flow so you have a documented trail if you need to escalate — including lodging a complaint with Dick Smith if support stalls.