Refund policy

Returns & Refunds Policy

We want you to feel confident in every purchase. Below, you'll find details about your rights and options regarding returns, refunds, and cancellations across the countries we serve.

 

 

Standard Return Policy (60 Days)

We accept returns within 60 days of delivery.

To be eligible for a return and full refund:

  • The item must be unused, unworn, unwashed and in its original packaging and condition, with tags (if applicable)

  • You must provide a receipt or proof of purchase

  • You must contact us first before sending anything back

For change-of-mind returns, items must be unused and in the original packaging. This hygiene requirement does not affect EU or UK statutory cancellation rights listed below.

 

 

How to Return an Item

To start a return, email us at: hello@smarticott.com within the return period. Include:

  • Your order number

  • Reason for return

  • Clear photos of the item(s)

Our team will respond within 24–48 hours and guide you through the next steps.

Once your return request is approved, we’ll send you instructions on how to return the product, and we’ll provide the most suitable return address based on your location.

For transparency, our return center addresses are:

USA & Canada:
Returns Processing - Smarticott, 426 State St, Quincy, IL 62301, United States

UK, EU & Switzerland:
PJW - EZI RETURNS - Smarticott, Units 1 & 2 Watchmoor Park, Watchmoor Road, Camberley, Surrey, GU15 3AQ, United Kingdom

Australia:
Pro Prep - Ezi - Smarticott, 602-612 Botany Rd, Alexandria NSW 2015, Sydney, Australia

Please note:

  • We do not provide prepaid return shipping labels

  • You are responsible for shipping the product back to us using any trackable shipping method

  • Until the parcel is delivered to us, the return remains the customer's responsibility. Please use a tracked service.

  • All returns must be approved by Smarticott prior to shipping. Unauthorized returns may be rejected or returned to sender.

  • In some cases, we may request a short video to help assess the issue more accurately, for example, if the item appears damaged or faulty.

 

 

Return Shipping Costs

  • If your item is faulty, incorrect, or damaged, we will reimburse your return shipping costs or offer a free replacement

  • For all other returns (including change of mind), you are responsible for the return shipping cost

 

 

Return Packaging Guidelines

To ensure safe and acceptable returns:

  • Products must be returned in their original packaging, including all inserts and accessories

  • Items must be securely repackaged to prevent damage during transit

  • Returns sent without original packaging or damaged due to poor handling may be refused

 

 

Non-Returnable Items

We cannot accept returns on the following:

  • Perishable goods (e.g., food, flowers, plants)

  • Custom products (e.g., personalized or made-to-order items)

  • Opened personal care or hygiene items (e.g., skincare, supplements)

  • Hazardous materials (e.g., flammable liquids, gases)

  • Gift cards, free gifts, final sale items, and promotional items

  • Products that have been used, or any unsealed personal care items

  • Items not purchased from Smarticott

  • Missing original packaging or accessories

  • Damaged products due to misuse, stains, or customer error

  • Return requests submitted more than 60 days after delivery

If you're unsure whether your item qualifies, please contact us before initiating a return.

 

 

Exchanges

We do not offer direct exchanges at this time.
 If you'd like a different item:

  1. Request a return for the original item

  2. Place a new order separately

 

 

Defective or Damaged Products

If your item arrives damaged or defective:

  1. Take clear photos of the item (unused)

  2. Email the images and your order number to hello@smarticott.com

  3. Our team will arrange a replacement or guide you through the return process

In some cases, we may request a short video to verify the issue.

Please report shipping damage within 7 days so we can file a carrier claim. This request does not limit your statutory rights to remedies for defects that appear later.

While we may still assess claims submitted after this period, the condition of the item and time elapsed may limit our ability to verify whether the issue occurred before delivery.

This does not affect any statutory rights you may have under local consumer protection laws.

All defect claims are subject to review and must be supported by sufficient evidence. We reserve the right to decline refund or replacement requests where damage appears to be the result of misuse, wear and tear, or handling after delivery.

In most cases, you will not be required to return damaged items. However, we may request a return for inspection or quality control purposes.

We do not accept liability for damage resulting from improper use, lack of care, or failure to follow product instructions.

If your item has not arrived within the estimated delivery timeframe, please contact us at hello@smarticott.com. We will investigate and provide a refund or replacement if the item is deemed lost in transit.

 

 

Incorrect or Incomplete Shipping Address

Please double-check your shipping address before placing your order. We ship to the address exactly as entered at checkout. If a parcel returns to us due to an incorrect or incomplete address entered at checkout, we can reship to a corrected address for the reshipping cost, or refund the product price minus the original shipping once the parcel is received back at our facility.

 

 

Order Cancellations

Orders cannot be cancelled once they’ve been processed or shipped. If the order has already left our facility, it must be handled as a return. This does not affect EU or UK 14 day cancellation rights.

 

 

Country-Specific Return & Cancellation Rights

🇪🇺 European Union & 🇬🇧 United Kingdom: 14-Day Cancellation Right

If your order was delivered to an EU country or the UK, you have the legal right to cancel your order within 14 days of receiving it — for any reason — under the Consumer Rights Directive (EU) and Consumer Contracts Regulations (UK).

How to cancel:

  • Email us at hello@smarticott.com within 14 days of receiving the product

  • State clearly that you wish to cancel under your statutory rights

  • Return the product in original condition (unused, with original tags and packaging)

Refund Conditions:

  • Refunds include the product cost and standard delivery charges

  • If you paid for express delivery, only the standard delivery rate will be refunded

  • You are responsible for return shipping costs, unless the item is faulty

  • Inspection rights: you may open and inspect the goods as you would in a store, and you must handle them with reasonable care. We may deduct a reasonable amount for any loss in value caused by handling beyond what is necessary to establish the nature and functioning of the goods.

  • We will issue your refund within 14 days of your cancellation notice. We may wait until the item is returned or proof of return is provided.

Optional Cancellation Form:

You may use (but are not required to use) the following form:

 

 

Model Withdrawal Form
 (Complete and return only if you wish to cancel the contract)
You may also email the completed form to hello@smarticott.com.

To: PJW - EZI RETURNS - Smarticott
Units 1 and 2 Watchmoor Park, Watchmoor Road, Camberley, Surrey, GU15 3AQ, United Kingdom
Email: hello@smarticott.com

I/We hereby give notice that I/We withdraw from my/our contract of sale for the following goods:
 [Insert item name(s)]

Ordered on: [Insert date]
 Received on: [Insert date]

Name of consumer(s):
 Address of consumer(s):
 Signature of consumer(s) (if submitting by mail):
Date:

 

 

🇨🇦 Canada: Consumer Protection Notice

Nothing in this policy overrides your rights under Canadian consumer protection laws. These may include:

  • The right to a refund or exchange for defective items

  • Statutory warranties of merchantability and fitness for purpose

  • Satisfaction guarantees in some provinces

If your product is defective, damaged, or not as advertised, you may be entitled to a refund or replacement, even beyond our standard return policy.

 

 

🇦🇺 Australia: Consumer Guarantees (ACL)

Under the Australian Consumer Law (ACL), you are entitled to remedies such as repair, replacement, or refund if the product you receive:

  • Is faulty or damaged

  • Is not as described

  • Is unfit for its intended purpose

These rights apply regardless of our 60-day return policy. We fully honor your legal entitlements.

 

 

🇨🇭 Switzerland: Cooling-Off Rights & Returns

While Switzerland is not part of the EU, we offer a 14-day return window for unused items delivered to Swiss customers, consistent with Swiss consumer protection guidelines.

You are responsible for return shipping unless the item is faulty, incorrect, or damaged.

 

 

Refunds

Once we receive and inspect your return, we’ll notify you of the approval status.

If approved:

  • Refunds are issued to your original payment method

  • Please allow up to 10 business days for the refund to be processed

  • Your bank or card provider may take additional time to post the funds

  • Original shipping fees are non-refundable, except we will refund the standard delivery charge for EU and UK cancellations.

  • If your return is ineligible or incomplete, the item may be returned to you at your expense

If more than 15 business days have passed since your refund was approved and you haven’t received the funds, contact us at hello@smarticott.com

 

 

Returns Summary Table

Condition

Return Window

Who Pays Shipping

Refund Timing

Standard Return (Unused)

60 days

Customer

Within 10 business days of approval

EU/UK 14-Day Cancellation

14 days

Customer

Within 14 days of cancellation or return

Faulty/Damaged/Incorrect Items

60 days

Smarticott (Reimbursed)

Full refund or replacement

 

 

 

Return Fees

We do not charge restocking fees.


Order Status / Condition

Return Shipping Fee

Cancelled in transit

Based on courier and distance

Unopened, original packaging

Based on courier and distance

Opened or used products

Not eligible for return

 

 

 

Business Information

Company name: PINE DREAM LLC T/A Smarticott
Business Registration Number: 2024-001532620

Registered Business Address:
30 North Gould Street
Ste N
Sheridan, Wyoming 82801
United States

Email: hello@smarticott.com
Phone: +1 917-764-3955

Hours of Operation: Monday to Friday, 8 AM – 6 PM ET
Response Time: Within 24‑48 hours

 

 

Need Help?

We’re here for you.
For any return, refund, or cancellation questions, contact us at:
hello@smarticott.com