Refund Policy
To ensure a transparent and satisfying shopping experience, we have formulated the following standardized return and refund rules for all smart home appliance products purchased from Smartrob. Please read the policy carefully before applying for a return.
1. General Return Eligibility
All non-customized smart small appliances support returns within 14 calendar days after you receive the items. To qualify for a return, the product must be kept in original, unused condition, with all original packaging, accessories, labels, and tags completely intact. Any damaged, used, or incomplete products will not be eligible for a refund or exchange.
2. Customized Products Return Rules
Customized products, including personalized smart device settings and engraved items, are non-returnable and non-refundable under normal circumstances.
Exceptions apply only if the customized products are faulty, defective, or damaged upon receipt. For faulty customized products, you can choose one of the following solutions:
- Free professional repair within 3 working days after we receive your fault report;
- A full refund according to your preference.
3. Return Shipping Responsibility
Buyers are responsible for all return postage fees for eligible voluntary returns. We strongly recommend using a trackable shipping service to avoid package loss and ensure safe and accurate delivery of returned items to our warehouse.
Once our team receives and inspects the returned product and confirms it complies with all return conditions, we will initiate a full refund within 3 working days.
4. Refund Processing Time
After the refund is successfully initiated, the funds may take up to 10 working days to arrive in your original payment account. The specific arrival time depends on the processing rules of your payment provider (such as credit card issuers and PayPal). We will send a confirmation email to notify you once the refund is processed.
5. Defective, Damaged or Incorrect Items
If you receive products that are faulty, damaged, or inconsistent with your order, please contact our customer support team within 48 hours of receipt and provide valid photos or videos to verify the issue.
We will bear all return shipping costs for qualified defective/damaged/incorrect items, and arrange a free replacement or full refund for you immediately after verification.