Return and Refund Policy
Last updated: September 18, 2026
We want customers to understand exactly how returns and refunds work. This policy applies to eligible purchases made directly through smartecco.shop.
30-day return window
A return request must be submitted within 30 calendar days from the carrier's recorded delivery date. We accept eligible returns for defective, damaged, or incorrect products and for non-defective products returned because the customer changed their mind.
After notifying us and receiving return instructions, send or make the goods available for return without undue delay and normally within 14 days. An approved request is not complete until the item is handed to the authorized carrier or collected according to our instructions.
How to request a return
- Email support@smartecco.shop within the 30-day window.
- Include the order number, item name, reason for return, and preferred resolution.
- For damage, defects, missing parts, or an incorrect item, include clear photos or video of the product, packaging, shipping label, model, and serial number when available.
- Wait for written return authorization and the correct return address, prepaid label, pickup, or freight instructions.
Do not send an item to our business contact address without authorization. Unauthorized returns may be delayed, refused, or returned to the sender.
Return eligibility and condition
For a change-of-mind return, the item must be unused, uninstalled, and in substantially the same condition received, with original packaging, manuals, accessories, parts, promotional items, and intact model and serial labels. Reasonable handling needed to inspect the item is permitted, but use beyond inspection, installation, missing components, customer-caused damage, or an altered or removed serial number may reduce or eliminate the refund to the extent permitted by law.
For a product that arrived damaged, defective, or incorrect, stop using it if continued use may cause damage or create a safety risk. Keep all packaging and contact us promptly so we can document the issue and arrange the appropriate remedy.
Non-returnable items
The following are not eligible for a change-of-mind return unless required by law or the item arrived defective, damaged, or incorrect:
- Gift cards, downloadable or digital products, and services already fully performed.
- Personalized, custom-made, or special-order products identified as such before purchase.
- Items marked final sale before purchase.
- Products that cannot be safely resold for health, hygiene, or safety reasons after a sealed package has been opened.
- Items damaged by misuse, improper installation, unauthorized repair, accident, neglect, or failure to follow product instructions.
Return shipping and fees
- Damaged, defective, or incorrect item: smartecco will provide a prepaid label, arrange pickup, or reimburse reasonable authorized return-shipping costs. We may offer a replacement, repair, or refund as appropriate and available.
- Change of mind or no longer wanted: the customer is responsible for return-shipping costs and for following the authorized shipping method.
smartecco does not charge a restocking fee for an eligible return. Because standard outbound shipping is free, there is no standard outbound shipping charge to deduct. Extra services or unauthorized shipping upgrades are not refundable unless required by law.
Refund review and timing
After the authorized return is received, we inspect it and email the outcome. If approved, we issue the refund to the original payment method within 10 business days. Banks and card issuers may require additional time to post the credit. If 15 business days have passed after our refund confirmation and the credit is not visible, contact your financial institution and then contact us.
We may make a reasonable deduction for lost value caused by handling beyond what is necessary to inspect a non-defective item, missing parts, or customer-caused damage, where permitted by law. We will explain any deduction. This does not limit rights that cannot legally be excluded.
Exchanges and replacements
For the fastest change-of-mind exchange, return the eligible item and place a new order after the return is approved. For a damaged, defective, or incorrect item, contact us first. A replacement depends on stock availability; if a suitable replacement is unavailable, we will issue an approved refund.
Cancellations
Orders may be canceled only before fulfillment when our team is able to stop processing. After dispatch, the return rules above apply. See our Order Cancellation and Changes Policy for details.
Contact
smartecco
116 Olanta Hwy
Effingham, SC 29541
United States
Email: support@smartecco.shop
Phone: +1 (813) 465-5901