All orders and product shipments can be canceled until they are shipped.
If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 business hours following payment. Please do not forget to indicate your order number in the subject line.
Once the packaging and shipping process has started, it can no longer be canceled.
Items that can be returned
If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition and with all tags attached within 60 days of receipt, by contacting us at email@example.com. It must also be in the original packaging.
Returns that are damaged, soiled, altered, or that don’t come with your ordering information inside the package will not be accepted.
If 60 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer. Contact our customer support via firstname.lastname@example.org for return instructions.
How to return/exchange unsuitable/unwanted item?
Please follow this process for returning your parcel to us:
1. First, contact to email@example.com
Only colors of items may be exchanged. If you wish to exchange the product for another model, you will have to return the model you ordered and place a new order.
2. After we have confirmed your desire to return the item, please re-pack the item in its original packaging with labels and tags still attached.
3. Post your item to a given address. We advise the return goods by Post Office shipment facility rather than couriers like DHL, UPS, which may cost much more.
Also, we strongly recommend you send the products using a secured or tracking method, and that you retain your proof of postage
If you are shipping an item over $75, you should consider purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
4. We’ll send you an email to confirm your return has been received and that your refund has been processed.
You can expect to receive your refund within 1-2 weeks of your package return.* However, in many cases, you will receive a refund more quickly.
*This time period includes the transit time for us to receive your return from the shipper, processing your return, and processing your refund request.
We are not obliged to give you a refund until we receive the products.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time (7-14 business days) before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Exchanges (if applicable)
How to return faulty items?
If the item you received is faulty, please follow contact our support center by emailing email@example.com and give us your order number, your name and address, details of the product (quantity), and the reason for return. Please attach a photo of the faulty item to your email. We will then advise you regarding the return process.
Delivery time exceeds stipulated delivery time period
Should your order exceed the specified 60 working days delivery guarantee, we will gladly offer you a full refund for your product/s which have exceeded this delivery period. Please check out the delivery information in the Help Center regards to average delivery times and salient information regarding the entire delivery process. After 61 days, if you don't inform us that your package has not arrived, we will no longer be able to proceed with a refund.
If any of these issues relate directly to you and you've followed the steps above, we will address every concern in its own merits and throughout the communication with you, allow you the foremost possible solution, in which we feel suits you as a customer.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
We are proud to announce that we ship WORLDWIDE!
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary but the delivery usually takes about 10-21 days.
As customer service is the most important to us here at SmartGear Factory, we will work to manage each and every situation at our best.
As always, if you have any other questions, you can contact our support gurus at: firstname.lastname@example.org