Returns and Refunds Policy

🛒 Order Cancellation

Immediate Cancellation: You can cancel your order up to 24 hours after purchase. If you change your mind within this period, please send an email to hello@trysmartsight.com and provide your order number.

We will cancel the order and refund the full amount upon receipt of your request. After 24 hours, we may not be able to stop the order once it has entered fulfilment.

Regardless of this, your statutory right of cancellation remains unaffected: you have the right to cancel your order within 30 days of receiving the goods without giving any reason.

📦 Returns and Refunds

General Guidelines: We accept returns within 30 days of delivery. We ask that you include the original packaging, if possible, as this will help ensure safe return and prompt processing.

Please contact us at hello@trysmartsight.com with your order number and details of the items you wish to return before sending anything back. Your statutory right of withdrawal remains unaffected.

💭 Change of Mind

If you change your mind about your purchase, you may return the item(s) within the 30-day return period. Please follow the general return procedure described above.

🔁 Exchanges

We do not offer direct exchanges. If you wish to exchange an item for a different colour or size, please return the original item and place a new order for the desired item.

📦 Incorrect Products

If you receive an incorrect item, please contact us as soon as possible, ideally within 5 days of delivery, with your order number, a description of the incorrect item, and a photo as proof.

We will provide you with instructions for returning the incorrect item and ensure that the correct item is sent to you at no additional cost.

🛠️ Damaged or Defective Items Upon Arrival

If an item is damaged or defective upon receipt, please contact us as soon as possible, ideally within 5 days of delivery, with a photo or video clearly showing the problem, a brief description, and your order number.

For defective items, we offer a free replacement as standard. If you still need to return the item, we will, of course, cover the return shipping costs. Your statutory warranty rights remain unaffected.

🧾 Manufacturing Faults or Breakage After Use

Our products are guaranteed against manufacturing defects. This warranty does not cover damage caused by normal wear and tear, improper use, accidents, or misuse.

Regardless of this, a statutory warranty applies for a period of two years from receipt of the goods. This also applies to defects that only become apparent after some time of normal use.

If you suspect a manufacturing defect or discover a defect, please contact us at hello@trysmartsight.com with your order number and a description of the problem.

We will then offer you a repair, replacement, or refund — and we will also cover the return shipping costs in this case. Normal signs of wear and tear do not generally constitute a defect. Your statutory warranty rights remain unaffected.

📭 If the Order Never Arrives

If your order has not arrived, please note that claims for missing packages are only valid within 30 days of the confirmed delivery date, as indicated by the tracking number on the carrier’s website.

If the package is marked as “delivered” but you have not received it, please contact us immediately to assist with the investigation.

An order that arrives more than 60 days late is considered lost. In such cases, we offer a full refund for all “lost orders.” Please contact us at hello@trysmartsight.com with your order number and details of the issue if you believe your order has been lost.

⏳ Time Frame for Returns

Returns are accepted within 30 days from the date of delivery.

💳 Timing of Refunds

Once we have received and inspected your returned product(s), refunds will be made to the original payment method. Please allow up to 14 business days for the refund to appear on your statement.

📩 Initiating a Return

To initiate a return, send us an email at hello@trysmartsight.com with your order number and the details of the items you wish to return.

📝 Required Documents

Include the original invoice or a note with your full name, email address, and order number in your return package. For damaged or defective items, send us an email with a photo or video clearly showing the problem.

✅ Complete Steps to Initiate a Return/Refund

1. Contact us first

Email us at hello@trysmartsight.com with:

• Your order number
• The item(s) you wish to return
• The reason for the return, optional for withdrawal/cancellation rights where applicable

2. Wait for your Return Authorization Number

We’ll reply with a Return Authorization Number (RAN), step-by-step instructions, and the relevant return address/details for your return. Please do not send any items back to the manufacturer or our office address before receiving these instructions, as this helps your return be processed quickly and correctly.

3. Send your return using tracked shipping

Returns must be sent using a traceable service. Please keep your proof of postage and email us the tracking number.

4. Inspection & refund

Once we receive and inspect your return, we will issue your refund to the original payment method in line with our refund timelines, typically within 5–14 business days.

Please note: Unless the item is faulty, defective, or incorrect, return shipping costs are the customer’s responsibility and are non-refundable. Please pack items securely to prevent damage in transit.