Refund Policy
In case of badly damaged products
- Provide photos or videos of the damaged item to prove the damage. If the photo cannot prove the products are damaged, please attach a video.
- Please send the evidence to zmartscene+disputes@gmail.com or fill out this Refund Form.
- Sometimes a return of the item is necessary.
General Guidelines
Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from the warehouse. Following countries and shipping methods may be different:
a. For orders shipped to the USA, it will be counted 45 days after orders depart from the warehouse.
b. For Brazil, it is 110 days from the date that the order departed from the warehouse due to the strict customs clearance in Brazil.
c. Depending on the shipping method a refund can be claimed after 100 days counting from the date that the order departed from the warehouse.
Notes:
Sometimes, the order can arrive at the nearest post office without the client realizing it. Therefore it is recommended to check the local post office if the package doesn’t arrive within 2-3 weeks.
Due to conditions such as national realities, phone numbers, and religious beliefs in Israel, packages will be normally delivered to self-pick-up cabinets, which may lead to packages being long overdue. Therefore, we recommend for clients to contact the local post office or go to the post office for delivery.
If the local tracking number shows that the package has arrived it’s improbable that a refund will be given if the costumer argues that the package is missing.
Unfortunately, an order whose tracking information shows that it has been delivered cannot be refunded for the reason of the order not having arrived.
a. If you do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
3) Unknown recipient.
8) Others.
Notes:
The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, the customer needs to pick up the package by themselves. Otherwise, the product will be returned to the sender.
We offer a full refund or a replacement if the arrived package is badly damaged.
We offer a partial refund or a replacement if packages arrive partially damaged (except thread, slightly wrinkled, small scratches etc.).
Notes:
Damaged packaging boxes cannot be refunded, only the products themselves.
For ordinary, electronic products, Send us a complaint within 30 days after delivery.
We will deal with incorrect or missing products as follows:
a. For incorrect products, we offer a full refund or replacement.
b. For products with the wrong color, size which doesn’t affect product function, etc., we offer a refund or resend if you complain to zmartscene+disputes@gmail.com. The complaint has to include the name and a photo of the incorrect product.
c. For parts missing which doesn’t affect product function, we may refund partially or resend the missing part; for parts missing which affect product function, we will resend the product only.
d. For accessories, we will resend the accessories.
Notes:
If the product is the wrong size a photo on which you can see the size of the product is needed. For example with a meter next to the product.
An order cannot be canceled.
Exceptions
We take no responsibility for any product damage or shipping delay caused by the act of god, including but not limited to: epidemic situations, international situations, strikes, wars, earthquakes, floods, viruses, storms, heavy snow, or customs inspection.
When shipping to the countries listed below, no refunds can be requested.
Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d’Ivoire, Cook Islands, Cameroon, Costa Rica, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, El Salvador, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.
We don’t accept any unreasonable disputes, including but not limited to:
a. The buyer does not like it.
b. The product description is not real.
c. Products smell unusual.
d. The buyer ordered the wrong items or SKU.
e. The shipping address was provided incorrectly.
f. Product difference was negotiated in advance.
g. Tracking information deleted by logistics companies or local post offices.
h. In some cases, packages returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.