Refund, Return & Exchange Policy

Return eligibility

To be eligible for a return or exchange, all of the following conditions must be met:

• The return request is made within 30 days of the confirmed delivery date
• The item is in its original, unused condition — not damaged or modified by the customer
• The item includes all original accessories, packaging, and documentation
• You have contacted us and received a return authorisation before sending the item back

• Items returned after the 30-day eligibility window
• Items that have been used, damaged, or modified by the customer after delivery
• Items returned without prior authorisation (no RMA number)
• Gift cards or store credits

How to initiate a return

Please follow these steps in order. Returns sent without authorisation will not be accepted and may not be returned to sender.

1. Contact our support team

   Email support@smartdehook.com with your order number, the item(s) you wish to return, and the reason for your request. Please include photos if the item is defective or damaged.

2. Receive your authorisation

   Our team will review your request within 2 business days and, if eligible, send you a Return Merchandise Authorisation (RMA) number along with the return address for the nearest warehouse handling your region.

3. Pack the item securely

   Place the item in secure packaging. Write your RMA number clearly on the outside of the package. We recommend using the original packaging if available.

4. Ship the item

   Send the item to the return address provided. We strongly recommend using a trackable shipping service. SmartDehook is not responsible for items lost or damaged during return transit.

5. Inspection and confirmation

   Once we receive the item, we will inspect it within 3–5 business days and notify you by email of the outcome.

Return shipping and address

We do not publish a single fixed return address because we work with fulfilment partners in multiple regions. This allows us to provide you with the closest and most cost-effective return destination based on your location.

• Return shipping costs are the responsibility of the customer, unless the return is due to a defective, damaged, or incorrectly sent item (see Section 6)
• Original outbound shipping fees are non-refundable
• We recommend using a tracked and insured shipping method — we cannot accept liability for packages lost during return transit

Refund processing and timelines

Once your return has been received and approved, refunds are processed as follows:

Refunds are issued to the original payment method only. We do not issue refunds to a different card or account. You will receive an email confirmation as soon as the refund has been processed on our end.

A partial refund may be issued at our discretion in cases where the item shows signs of use or minor damage not present at delivery, is returned without original packaging or accessories, or is approved outside the 30-day window as a goodwill gesture.

Late or missing refunds

If you have not received your refund within the timeframes stated above, please take the following steps before contacting us:

• Check your bank account or card statement — credits can take time to appear and may not show immediately
• Contact your bank or card issuer directly, as processing times vary between financial institutions

If you have completed the above steps and still have not received your refund after 20 business days from our refund confirmation email, contact us at support@smartdehook.com with your order number and we will investigate immediately.

Defective, damaged or incorrect items

If you receive an item that is defective, damaged during shipping, or different from what you ordered, please contact us within 7 days of delivery at support@smartdehook.com with:

• Your order number
• A clear description of the issue
• Photographs clearly showing the defect, damage, or incorrect item

In confirmed cases of defect, damage, or incorrect fulfilment, we will:

• Cover the full cost of return shipping
• Offer you a choice of a full refund or a free replacement, at no additional cost to you

Exchanges

If you wish to exchange your item for a different variant or product, contact us at support@smartdehook.com. Exchanges are subject to stock availability at the time of request.

The standard return process (Section 2) applies to all exchanges. Once we receive and approve the returned item, the replacement will be dispatched to you at no additional shipping cost.

Order cancellations

You may request to cancel your order within 12 hours of placing it, provided it has not yet been dispatched. To cancel, email support@martdehook.com immediately with your order number and the subject line "CANCEL ORDER — [your order number]".

If the cancellation is confirmed before dispatch, a full refund will be issued within 5 business days to your original payment method. No cancellation fee applies.

Once your order has been dispatched, cancellation is no longer possible. If you no longer wish to keep the item, please wait to receive it and then follow the standard return process outlined in Section 2.

Dispute resolution and chargebacks

Filing a chargeback with your bank without first contacting us is considered a breach of these terms. Fraudulent chargebacks — where goods were delivered as described and no prior contact was made — may be reported to relevant authorities and may result in the permanent suspension of your account.

We want every customer to be satisfied. Please give us the opportunity to resolve your concern first.

Contact us

For all return, refund, exchange, or cancellation requests, please contact our customer support team. We aim to respond to all enquiries within 1–2 business days.