Refund policy
Smart Basics Return & Refund Policy
At Smart Basics, we want you to be completely satisfied with your purchase. If you are not entirely happy, we offer a comprehensive 31-day return policy.
1. Return Window
You have 31 days from the date of delivery to initiate a return for an eligible item.
2. How to Initiate a Return
While our administrative headquarters are located in Rietondale, our stock is managed across multiple facilities. Please do not send your purchase directly to our headquarters.
To start a return:
Email our support team at support@smart-basics.com or WhatsApp 0822083389 with your order number and the reason for your return.
Our team will review your request and issue a Return Merchandise Authorization (RMA) number.
We will then provide you with the shipping address for the warehouse closest to you to ensure your return is processed as quickly as possible.
3. Eligibility for Returns
To be eligible for a standard change-of-mind return, the following conditions must be met:
The item must be in the exact same condition that you received it, remaining undamaged and unused.
It must be in its original packaging, with all accessories, manuals, and original labels or stickers still attached.
Certain items, such as opened hygiene products, personalized items, or downloadable software, are strictly non-returnable.
4. Defective or Damaged Goods
If your item arrives damaged, or if a defect becomes apparent after delivery, please contact us immediately.
Faulty products: If a product is unsafe or defective, you may return it for a repair, replacement, or refund within 6 months of delivery.
Incorrect items: If we deliver the wrong item, we will arrange a collection and exchange at no cost to you.
5. Return Shipping Costs
Defective or Incorrect Items: Smart Basics will cover all return shipping charges.
Unwanted Items: You will be responsible for paying your own shipping costs to the designated warehouse. Shipping costs are non-refundable. We strongly recommend using a trackable shipping service for your protection.
6. Refunds
Once your return is received at the assigned warehouse and inspected, we will send you an email notifying you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5 to 10 business days.
If you haven't received an approved refund yet, first check your bank account, then contact your credit card company, as it may take some processing time before your refund is officially posted.
7. Exchanges
We only replace items if they are defective, damaged, or if the wrong item was sent. If you need an exchange for a different variation of the same product, please indicate this when contacting our support team, and we will process it according to warehouse inventory availability.