Returns Policy
This return policy is valid worldwide.
You have the right to return the purchased products 15 days after the arrival of your order.
The products can easily be returned. The actual return costs are the responsibility of the customer and must be paid to the shipping party. This applies both in the case of dissatisfied products as well as a defect received product.
With most packages the return labels are in the box, if this is not the case send us an email at info@smartdevicemart.com and we will send them digitally. You can then print them and add them in the return package.
Note: only products in NEW* condition can be returned, we reserve the right to refuse a return with traces of use.
*New = These are unopened products in their original packaging and products that have never been used.
Once we have received and verified your return, you will have your refund within 7 business days using the payment method you used when ordering.
We comply with all relevant laws regarding returns and refunds.
We reserve the right to change our return and refund policy at any time to comply with applicable legal requirements.
All items can be returned within 15 days of receipt, so long as they are unused/unopened and in the original packaging. A return credit will be issued to the original payment method upon receipt and inspection of the product(s). Shipping charges paid at the time of checkout will not be credited along with the return. Customers are responsible for the cost of return shipping. This includes any brokerage fees, duties, and taxes for international returns. Partial returns are not accepted. Smart Devices doesn’t offer partial refunds.
As part of Smart Devices COVID-19 response, beginning on April 27, 2020 we temporarily paused processing returns on opened products. This pause allowed our stores time to prepare and modify operations to accept returns in ways that help to protect customers and associates.
Steps to returning my product:
Follow these simple steps to return your products to smartdevicemart.com:
1- Email Us – Send us an email which includes your first and last name, the invoice number, a daytime phone number, a contact email address and the reason for your return.
2- Return Number – Once we receive your return request, we will send you a reply with return instructions and an RMA number.
3- Repack – When you receive your return number, package your items in their original packaging with a copy of the original invoice. The package will need to be returned within 5 days of receiving the return number. Packages should be returned by USPS, UPS, FedEx or any other courier that can issue a tracking number. Keep your tracking number on record. You will need to clearly mark the return number on all sides of the package. We cannot accept product returns on packages that do not clearly indicate the return number.
4- Inspection – Once we receive your return, we will inspect the items and process a refund. Refunds will be automatically applied to the credit card or original payment method that you used to place the order within 7 days. It will depend upon your credit card company, as to how fast the credit is applied. It could take an additional 2 to 4 business days before you see this credit posted to your account.
The cost of the merchandise, as well as the applicable sales tax will be refunded to you. The cost of shipping will not be refunded, nor will returned shipping be refunded.
5- There will be NO restocking fee on returns. We will refund the cost of your merchandise and applicable sales tax. Unfortunately, we cannot refund the original shipping cost that we paid to the carrier to ship the products to you and we do not provide the cost of return shipping.
6- If the address is incorrect, outdated or the package is refused at the delivery, the parcel will typically be returned to us by the carrier or the unintended recipient. In this case, the original return shipping and fulfillment fee (minimum $9.95) will be deducted from the refundable amount.
Smart Devices retains the right to modify our Exchange and Return Policy.
How do I exchange an item?
If you have received an item that is damaged and you wish to exchange it for the same item, you will need to submit an email to us for further instructions. In the event that you wish to exchange an item for a different one, you will need to return your original items by following the steps above. We will process a refund for the original purchase price once we have received your return, and place another order for the item that you wish to purchase. There is no need for you to wait for us to process your return before placing a new order.
I received the wrong item. What do I do?
If you received the wrong product or missing a portion of your order, please contact us via email. In order to expedite a speedy resolution, please indicate your order number, as well as the item that was shipped to you in error or products that are missing from your order. A replacement shipment will be executed, and we will provide you with return instructions, if necessary.
Is there any restocking fee?
There are no restocking fees. You will then be refunded the original product price plus sales tax and we will keep a shipping cost of we paid to UPS or USPS per order.
I have a question about a return and don’t see the answer here.
If you have a question and have not found the answer here, please feel free to contact us at any time.
Refunds 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 or after the order has already been processed/shipped, 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 guaranteed delivery time 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.