Guarantee
Subject to our guarantee, we accept returns on unwanted merchandise within 14 days of your order arriving at the address provided. The return freight is borne by the customer. As long as the product meets the following requirements, we will refund all other money after deducting the platform transaction fees:
The item must be in its original packaging with its contents in an unused condition.
Damage caused by wear and misuse is not covered by returns.
Note: The money deducted is the transaction fee charged by collection platforms such as Shopify/Paypal, Smonet does not charge a fee.
Transaction fees deducted for returns:
For the returned goods that were purchased through Paypal, there will be a transaction fee of 6% deducted from the total refunded order amount.
Returns purchased via credit card will have a 7% transaction fee deducted from the total amount of the refunded order.
Applicable to purchases made on our website
We only accept returns from purchases made through our website store.smonet.com or smonet.com. If you purchased a product from one of our online or retail partners, please get in touch with them to learn about their returns policy.
If a product is defective or damaged, you have 1 year to report the problem to receive a refund. Please see the Smonet Warranty section for more information.
How to return a defective product？
Contact us by Contact Us.
Then fill out a returns form and wait for confirmation from Smonet. We will provide the accurate shipping address after confirmation.
Any products that are received with no returns documentation will be destroyed.
Must provide the following:
Detailed reason for return, when and how it arose
2 x Photos of the product and proposed problem, defect
Your order number
Your contact name with a phone number
Your original shipping address
Pack the items in the original packaging
Confirm shipping address
Once we have this information, we will let you know the next steps. We will provide you with a free return shipping label for defective goods. For non-defective goods, you will have to return them at your own cost and will not be reimbursed.
If the package does not reach us, we cannot issue any refund. We are not liable for lost or stolen packages during the return transit. For international returns, we are not responsible for paying customs fees, which may include, but are not limited to, duties, taxes, and brokerage fees.
Once we have received your package and our quality assurance team has verified that the contents meet the conditions above, we will contact you and give you the option of a refund or an exchange.
Any refunds will be applied to the card used to make the original purchase.
We will refund all expenses except platform transaction fee
Refunds will be issued within 7 business days.
PLEASE NOTE: We do not refund the shipping cost for initial delivery or returns (unless the item is defective upon receipt).
For items that arrived damaged
As mentioned above, please fill out a returns form and wait for confirmation from Smonet. We will provide the accurate shipping address after confirmation.
Any products that are received with no returns documentation are at risk of not being refunded or repaired.
If your product was damaged in transit, you must send us proof of the item's condition upon arrival with the information stated above in the How to return a defective product section.
If the item has slight surface-level damage (e.g., slight scratches or dents) and is still in a usable condition and you decide not to keep the item, you can choose to return the item for repair, this must be done within 14 days of receiving the product.
Please get in touch with us if you do not want to keep the items that are damaged due to improper shipping. We will make a return or replace the items.
Any items you request an exchange MUST be returned in their original packaging first. This must be done within 14 days of receiving the item.
Cancellations
We will refund most goods provided the issue is logged within 14 days of you receiving the item, and they are returned to us within 30 days of receipt complete, unused, and in their original packaging. If you cancel, you must return the goods to us at your own expense. You are responsible for the risk of loss or damage when you return the goods, so you should take out adequate postal insurance to cover their value.
Suppose you return goods outside the scope of these terms set out in this policy. You have not exercised your legal right to cancel (explained below). We reserve the right to return the goods to you at your cost or to accept their return subject to making a deduction for any loss in value of the goods arising from your handling of them and a charge to cover our processing cost.
You have the right to cancel your order by the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations.
You also have the right to cancel your order under these regulations. The cancellation period will expire 14 days after the goods are received by you or by a third party nominated by you to receive the goods. If your order is for multiple goods for separate delivery, the cancellation period will end 14 days after receipt of the last item.
You must communicate your decision to cancel to us before the end of the cancellation period. To do this, email: support@smonet.com attached with your reasoning and your order number. You are responsible for returning the goods to us if you cancel under these regulations, and you will be responsible for the cost of the return.
Additionally, we may make a deduction for any loss in value of the goods arising from any unnecessary handling by you.
Contact Information
Unauthorized returns are destroyed on receipt. Please ensure you email your request to the following: support@smonet.com
Call: +86 18038137295
Online: MON-SUN, 12 pm-8 pm, 9 pm-6 am (EDT)
Company: Safesky Smart Link CO.,Limited
Add: Room C, 9/F, Wing Lee Building, 72-76 Wing Lok Street, Sheung Wan, Hong Kong