Returns & Refund Policy
At Smatvi, we want you to be completely satisfied with your purchase. If you need to request a refund, please read our policy below.
Contact Us Before Returning an Item
Before returning any item, you must contact us first by emailing:
Our team will provide you with:
- A return authorisation number.
- The correct return address.
- Instructions on how to return your item.
Returns must be authorised before being sent back to us.
30-Day Refund Policy
You have 30 days from the date your order is delivered to request a refund.
To qualify for a refund:
- The item must be unused.
- The item must be in its original condition.
- The item must be returned in its original packaging.
Order Cancellations
Orders can only be cancelled before they have been dispatched.
Once an order has been dispatched, it cannot be cancelled while it is in transit. However, once your order has been delivered, you may return it in accordance with this Refund Policy.
Return Shipping Costs
If you are returning an item because:
- You have changed your mind; or
- You no longer require the product,
the customer is responsible for the return shipping costs.
We recommend using a tracked delivery service, as we cannot be responsible for items lost during transit.
If the item is confirmed to be faulty or arrives damaged, Smatvi will cover the reasonable return shipping costs.
Faulty or Damaged Items
If your order arrives damaged or develops a fault, please contact us within 24 hours of delivery by emailing:
Please include:
- Photos; or
- A short video clearly showing the issue.
Providing photo or video evidence allows us to assess your claim and resolve it more quickly.
Once the fault has been confirmed, Smatvi will arrange the appropriate resolution, which may include a replacement, repair or refund.
Where appropriate, we may request that the item is returned to us before a replacement or refund is issued.
Accidental Damage
Our refund policy does not cover damage caused by:
- Dropping the product.
- Accidental damage.
- Liquid damage.
- Misuse.
- Improper handling.
- Unauthorised modifications or repairs.
Incorrect Delivery Address
If an order is returned because an incorrect delivery address was provided by the customer, additional shipping charges may apply before the order can be resent.
Refund Process
Once your returned item has been received, our warehouse will inspect it.
The inspection process usually takes 3–5 business days.
Returned items must be received in accordance with this Refund Policy before a refund can be approved.
After the inspection:
- We'll email you to confirm we have received your return.
- We'll notify you whether your refund has been approved.
If approved, your refund will be processed back to your original payment method.
Refunds are always issued to the original payment method used to place the order.
Please note that your bank or card provider may take additional time to process the refund before it appears in your account.
Late or Missing Refunds
If you haven't received your refund:
- Check your bank account.
- Contact your card provider.
- Contact your bank.
Refunds can sometimes take several business days to appear after they have been processed.
If you've completed the above steps and still haven't received your refund, please contact us at:
Exchanges
We only replace products that have been confirmed as:
- Faulty; or
- Damaged during transit.
If you require a replacement, please contact us at:
Non-Refundable Items
We cannot offer refunds for:
- Gift cards.
- Downloadable software.
- Items that have been used.
- Items not returned in their original packaging.
- Items returned more than 30 days after delivery.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit once the returned item has been received and approved.
If the item wasn't marked as a gift, any refund will be issued to the original purchaser.
Important Information
- Please do not return any item without contacting us first.
- Returns must be authorised before being sent back to us.
- For items valued over £75, we recommend using a tracked and insured delivery service.
How to Request a Refund
- Email info@smatvi.com.
- Receive your return authorisation number and return instructions.
- Return the item using a tracked shipping service.
- Our warehouse will inspect the item within approximately 3–5 business days of receiving it.
- If approved, your refund will be processed back to your original payment method.
Consumer Rights
Nothing in this Refund Policy affects your statutory rights under applicable consumer protection laws.
Customer Support
If you have any questions regarding this Refund Policy, please contact us at:
Customer Support Hours
Monday – Friday
We aim to respond to all enquiries within 24 hours.