Refund Policy
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1. Scope and Statutory Rights
This policy describes how Smartbiu handles return and refund requests. It does not limit any non-waivable rights available under applicable consumer-protection law, including remedies for goods that are defective, materially misdescribed, or not delivered as agreed.
2. Requesting a Return
Before returning an item, contact hello@smartbiu.com with the order number, item, reason for the request, and relevant photographs. Do not send goods to the business address unless Smartbiu confirms that address in the return instructions.
3. Condition and Eligibility Review
Eligibility depends on the reason for return, product condition, product-specific disclosures, timing, and applicable law. Unless a legal remedy applies, items should be unused, unwashed, and returned with original tags, components, and packaging. Proof of purchase may be required.
4. Damaged, Defective, or Incorrect Items
Notify us promptly if an item arrives damaged, defective, or different from the order. Keep the product, shipping label, and packaging while we assess the claim. If confirmed, the available remedy may include replacement, repair where appropriate, refund, or another remedy required by law.
5. Exceptions
Subject to applicable law, certain personalized, hygiene-sensitive, perishable, final-sale, gift-card, or used items may not qualify for a voluntary change-of-mind return. A product-specific exception will be disclosed before purchase and does not remove rights for defective or misdescribed goods.
6. Return Shipping
Responsibility for return shipping depends on the reason and applicable law. When the return results from our error or a confirmed defect, Smartbiu will provide the legally required remedy and instructions. For an eligible voluntary return, disclosed return-shipping costs may be deducted where permitted.
7. Inspection and Refund Processing
After receipt, we inspect the return and notify you of the decision. Approved refunds are issued to the original payment method unless another method is required by law. Financial institutions may need additional time to post a completed refund.
8. Exchanges and Cancellations
Exchange availability is not guaranteed and may require a return followed by a new order. A cancellation request is not effective until confirmed; an order that has entered fulfillment may need to follow the applicable return process.
9. Contact
For return or refund assistance, email hello@smartbiu.com or call +1 718-672-5120.