Return & Refund Policy

At Smartible, we want every customer to have a clear and transparent shopping experience. Please review our return and refund policy carefully before making a purchase.

1. Return Eligibility

You may request a return for most new and unused items within 30 days of delivery.

To be eligible for a return, the item must be:
- unused
- in its original condition
- returned with its original packaging, accessories, and manuals

For hygiene and safety reasons, certain items are not eligible for return once opened or used. This may include water bottles, personal care products, and similar items, unless they arrive defective, damaged, or incorrect.

Pre-order items are eligible for return only after delivery and under the same return conditions as in-stock items.

2. Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved or rejected.

If approved, refunds are issued to the original payment method within 5 to 10 business days.

Original shipping charges are non-refundable, except when the return is due to a Smartible error, including:
- incorrect item received
- defective item
- damaged item on arrival

Refund processing times may vary depending on your payment provider.

3. Exchanges

If an item arrives defective, damaged, or incorrect, we will replace it at no additional cost.

Exchanges for a different product or variant may be possible depending on availability. Shipping fees may apply for exchanges that are not related to a Smartible error.

For pre-order items, exchanges may require additional waiting time depending on future inventory availability.

4. Return Shipping Costs

Unless the return is due to a Smartible error, customers are responsible for return shipping costs.

If the return is approved because of a Smartible error, return instructions will be provided and a prepaid return shipping label may be issued when applicable.

5. Refused or Undeliverable Shipments

If a shipment is refused at delivery, returned to sender, or deemed undeliverable due to customer action, including:
- refusal to pay duties or taxes
- incorrect or incomplete shipping address
- failure to accept delivery

the order may be treated as a return.

In such cases:
- original shipping fees are non-refundable
- return shipping, customs, brokerage, and handling fees may be deducted from any eligible refund
- a refund for the product price only will be issued once the item is returned to Smartible, if applicable
- if the shipment is discarded or destroyed by the carrier and is not returned, no refund will be issued except where required by law

This policy applies to both domestic and international orders.

6. Order Cancellations

Orders may be cancelled within 12 hours of purchase, provided they have not already shipped or entered fulfillment.

Pre-order cancellations are accepted within 12 hours of purchase only. Once a pre-order has entered the fulfillment process or inventory has been allocated, cancellation is no longer possible.

To request an order cancellation, contact us as soon as possible.

7. How to Start a Return

To request a return, please contact us with your order number and the reason for your request.

Email: support@smartible.store
Phone: 581-980-9121

Mailing Address:
1655 Rue Monseigneur-Plessis
Québec, QC G1M 0E1
Canada

We will provide return instructions once your request has been reviewed.

8. Contact

If you have any questions about returns, refunds, exchanges, or cancellations, please contact us:

Email: support@smartible.store
Phone: 581-980-9121
Address: 1655 Rue Monseigneur-Plessis, Québec, QC G1M 0E1, Canada