Refunds & Returns Policy

Client satisfaction is our first priority and we will offer a full refund in maximum 15 days after a claim process finishes. We promise the money back if any of the following situations occurs:

1. The client wants to cancel an order

To cancel an already paid order and receive the full refund the client must contact us within 12 hours from the time of the payment. We will need the client’s name or email and the order number. After more than 12 hours the order might already be processed/shipped, and a cancelation will no longer be possible.
Contact us with your name and order number as soon as possible.

2. The item has not arrived within the guaranteed delivery time

Orders not received within the are eligible for a full refund. After 65 days (not including 2-5 processing days), the client can fill a claim for a full refund.

The guaranteed delivery time must not be mistaken with the estimated delivery times advertised by the logistic companies and shipping services on the checkout page.

Contact us with your name and order number after 65 days from the payment.

3. The client received a wrong, faulty or counterfeit product

In any of the cases below, the client must submit a claim and the product must be returned before the refund will be processed. After we’ll have received the returned product, a credit will be applied to the credit card or original method of payment, within maximum 15 days. The item needs to be returned in its original condition, sealed in its original package (exception B).

A. Wrong Product = a different brand or model, the same brand and model but lower quality, or the same brand/model but different color/size/etc.

Exceptions: if, for example the client ordered an iPhone 12 Pro Max (256GB SILVER) and received an iPhone 12 Pro Max (512GB), they are not be eligible for a refund, neither will be charged the price difference. However, if they received iPhone 12 Pro Max (128GB) or an iPhone 12 Pro Max (256GB GOLD) then they are eligible for a full refund. Extra items such as gifts (ie bundle products) do not fall under the wrong product refund conditions.

Conditions: to qualify for a refund, the client must provide us photos of the package clearly stating their tracking number. Additionally, to make sure that the claim generates from the customer, a screenshot of an ID that contains their delivery address is necessary. This will ensure that their parcel was indeed sent by SWT and not mistaken with other purchases that they have made.

B. Faulty Product = a product that appears intact, however does not function within the specified parameters.

Exceptions: if, for example the client received a damaged parcel containing a video camera, they are not eligible for a refund and they should deal with and ask for compensation from the logistic company, or better do not accept the parcel. However, if they have received the camera intact, in an undamaged box and (after following the instructions) they’ve discovered that the camera does not function properly, they are eligible for a refund.

Conditions: to qualify for a refund, the client must provide us photos of the faulty product and the parcel (all sides), and explain the issue (if needed); this step is mandatory since sometimes it is the client that damages the product. Additionally, to make sure that the claim generates from the customer, a screenshot of an ID that contains their delivery address is necessary.

c. Counterfeit Product = any products that are fakes or unauthorized replicas of a real product.

Exceptions: if the client ordered an iPhone 12 Pro Max and, after checking the IMEI number they found that the phone does not exist or it a duplicate, they will be eligible for a refund. However, if they bough an iFone 12 (ie made by a different and legit company, although not Apple), they are not eligible for a refund.

Product accessories (cables, chargers, gifts, SD cards, stickers and anything else that is offered together with the ordered product), do not constitute a valid return/full refund reason. If the client ordered an iPhone 12 Pro Max bundled with a brown leather case and received the same smartphone but a blue case or no case at all, they are not eligible to return the iPhone 12 Pro Max (ie the main product). However, they should let us know as we might issue a partial refund or even send a brown leather case, depending on the situation.

Conditions: to qualify for a refund, the client must provide us photos of the fake product and the parcel, and explain why they think that the product is faux. Additionally, to make sure that the claim generates from the customer, a screenshot of an ID that contains their delivery address is necessary.

Things to consider before and after filling a claim:

  • The initial shipping costs are non-refundable and the refund amount will cover only the cost of the product
  • The return address is usually not be the same with the warehouse/store address; the client must not mail the package until we provide with a valid return address
  • The client is fully responsible for the returning shipping costs and, after delivery, must provide us the tracking number and the name of the logistics company
  • The refund process starts as soon as the product reaches its destination and the client will receive the cost of the product in a maximum of 15 days
  • A restocking fee of 2% may be deducted from the refund amount

We cannot issue a full refund if:

  • The client does not like the product and/or decides to return it for any reasons other than the above
  • The client wants to cancel the order after the product has been shipped
  • The order did not arrive due to factors within clients control (i.e. providing the wrong shipping address, the client is not home to receive the parcel)
  • The order did not arrive due to exceptional circumstances outside the control of (i.e. not cleared by customs, delayed by a natural disaster, stolen, lost by mail service)
  • The client ordered the product by mistake and the order has been processed and shipped
  • The parcel has been damaged by the logistics company (if this happens, the client should seek compensation from them)
  • Any additional items delivered with the product (examples: as cables, chargers, gifts, SD cards, stickers) are missing or damaged

To apply for a return and a full refund, please in maximum 3 days from receiving the product. Any further request will not be processed.

Read the FAQs for more help.

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SmartWearTech, 160 City RdX, London, EC1V 2N, United Kingdom

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