Hassle-free returns

Your right of withdrawal

Under EU Directive 2011/83/EU on consumer rights, you can withdraw from your purchase without giving any reason. The withdrawal period is 14 calendar days from the day you, or someone you choose, physically receives the goods.

To use this right, tell us before the period ends by email at support@smartoffershop.com or through our contact page. We confirm within 24–48 hours and send you a return reference number with shipping instructions.

Return conditions

For a full refund, all these conditions must be met:

• The return is requested within 14 calendar days of delivery
• The item is unused, unworn, unwashed and in original condition
• All original packaging, tags, labels, manuals and accessories are included
• The return reference number is included inside or on the parcel

Return shipping costs

For most orders, return shipping is paid by the customer. We recommend a tracked and insured service, as we cannot be responsible for items lost or damaged on the way back.

Return shipping is free when:

• The product page or promotion clearly states free returns
• You received a defective, damaged or materially incorrect product
• We sent you the wrong item

Original delivery charges are refunded only if you return the entire order and the return is due to our error or a product defect.

Defective, damaged or incorrect items

If your product arrives defective, damaged in transit or different from your order, contact us within 48 hours of delivery. Include your order number, a short description and photos where possible. Within 24–48 hours we offer one of these solutions:

• Replacement: a new item sent at no cost (subject to availability)
• Full refund: including original shipping, if no replacement is possible or wanted
• Partial refund: if you prefer to keep a slightly imperfect item, entirely your choice

We arrange and pay the return of every defective or wrongly shipped item.

Non-returnable items

For hygiene, safety or legal reasons, these items cannot be returned:

• Sealed hygiene or health products whose seal was broken after delivery
• Customised or personalised items made to your specifications
• Products inseparably mixed with other goods after delivery
• Gift cards and voucher codes of any kind

Non-returnable items are clearly marked on their product page. If in doubt, contact us before ordering.

Refund processing

Once we receive and inspect your return, we email you the result. If approved, the refund is processed within 14 days to your original payment method. For cash on delivery orders, refunds are sent by bank transfer: allow 5–10 extra business days for your bank.

If your refund has not arrived after 14 days, check with your bank first, then write to us at support@smartoffershop.com.