Refund Policy
Return & Refund Policy
At Smart New Wave, your satisfaction is important to us. If you are not fully satisfied with your purchase, you may be eligible for a return or refund under the terms outlined below.
1. Return Window
You may request a return within 30 days from the date you receive your order. After 30 days, we are unable to offer a refund or exchange.
In accordance with UK consumer regulations, customers in the United Kingdom also have the right to cancel their order within 14 days of delivery, without providing a reason.
2. Condition of Returned Items
To be eligible for a return, items must be unused, in their original condition, and in the original packaging. Items showing signs of use, damage, or missing components may not be eligible for a refund.
3. Refund Process
Once we receive and inspect your returned item, we will notify you via email regarding the approval or rejection of your refund.
If approved, your refund will be issued to the original method of payment. Processing times may vary depending on your bank or payment provider.
4. Non-Returnable Items
We may not accept returns in the following situations:
- Items intentionally damaged or altered after delivery
- Items returned without packaging or missing components
- Items returned more than 30 days after receipt
Note: Discounted or promotional items are eligible for return unless otherwise stated by consumer protection laws.
5. Gifts
If the item was marked as a gift and shipped directly to you, you may receive store credit for the value of the item once the return is approved.
If the gift giver had the order shipped to themselves, the refund will be issued to the original purchaser.
6. Return Shipping Costs
Customers are responsible for paying their own return shipping costs. Shipping costs are non-refundable.
If we provide a prepaid return label, the cost may be deducted from your refund amount.
7. Shipping Your Return
We strongly recommend using a trackable shipping service for all returns. We cannot guarantee receipt of returned items without tracking.
For returns valued above £50, we recommend adding shipping insurance.
8. Exchanges
Exchanges are available only for defective, damaged, or incorrect items. Please contact us first so we can assist you promptly.
9. Contact Information
If you have any questions regarding returns or refunds, please reach out to our support team:
10. Return Address
Please do not return products to our registered office address. This location cannot accept or process parcels.
To initiate a return, you must contact us at letstalk@smartnewwave.com. We will provide the correct return address and full instructions based on your order and product type.
Returns sent to any address without prior authorization may experience delays or may not be processed.
This Return & Refund Policy is issued by Smart New Wave UK Ltd, a company registered in England and Wales under company number 16870434, with registered office at 483 Green Lanes, London, N13 4BS, United Kingdom. All payments are processed in GBP.