Refund policy
At Smartiz Home US, we want every customer to be completely satisfied with their purchase. If for any reason you are not, eligible items may be returned within 14 days from the date of delivery. By placing an order, you agree to the terms below.
Return & Exchange Options
We offer two options within the 14-day return window:
1. Free Exchange
Customers may exchange a product for another item at no additional cost (excluding shipping fees for returning the first item).
2. Refund
Return your product and receive a full refund to your original payment method, provided the item meets the conditions listed in the “Return Requirements” section below.
Return Requirements (Important)
To qualify for a full refund:
- The item must be unused, undamaged, and in original condition.
- Original packaging, accessories, manuals, and bonus items must be included.
- Any product showing wear, use, odor, damage, or missing components may qualify only for a partial refund or may be rejected.
This protects you from empty-box returns and used/damaged product disputes.
Return Shipping Costs
- Return shipping costs are the customer’s responsibility.
- Any import fees, customs duties, or taxes on the return are the customer’s responsibility.
Shipping fees are non-refundable.
How to Initiate a Return
You must contact us within 14 days of delivery.
Step 1 – Submit Your Return Request
Email us at: info@smartizhome.com
- Order number
- Item(s) you want to return or exchange
- Reason for return
We will provide the return form and instructions.
Step 2 – Create Your Return Label
Prepare the parcel and attach a clear and secure shipping label.
Step 3 – Ship & Wait for Processing
Send the parcel using any carrier of your choice.
Once the return is delivered to our warehouse, processing takes up to 10 business days.
You will receive an email confirmation once your refund or exchange is completed.
Tracking Required (Strict Policy)
All returned packages must include a valid Track & Trace number.
- Returns without tracking cannot be refunded.
- Smartiz Home US is not responsible for packages lost during return shipping.
- The customer is fully responsible for the returned parcel until it is recorded as Delivered at our facility.
Non-Returnable Items
The following cannot be returned or refunded:
- Items returned after 14 days
- Used, damaged, or incomplete items
- Items missing original packaging
- Items with hygiene issues
- “Final sale” or clearance products
- Gift cards or digital items
Order Cancellations
Because orders are processed within 24 hours, cancellations may not be possible once the order has entered the processing or shipping stage.
Shipped orders cannot be cancelled.
Refund Processing
Once the return is approved:
- Refunds are issued to the original payment method only
- Refunds may take 3–7 business days to appear depending on your bank or credit card issuer
Shipping fees are never included in refunds
Damaged or Incorrect Items
In the unlikely event you receive a damaged or incorrect item:
- Contact us within 48 hours of delivery
- Provide clear photos/videos of the issue
- The product must remain unused until the claim is reviewed
Chargeback Policy
Filing a chargeback before contacting our support team is considered a violation of this policy.
Smartiz Home US reserves the right to:
- Dispute any chargeback with carrier tracking proof, delivery confirmation, order logs, and correspondence
- Deny future service to customers who misuse chargebacks or return policies
We work closely with Disputifier to ensure fraudulent chargebacks are successfully resolved.
Customer Support
For all return and refund questions:
We aim to respond within 24 hours.