Refund policy

Return and Refund Policy – international customers

Initial information and scope
For international orders (shipped outside the European Union) we offer a return policy of 30 (thirty) days from receipt of the item. In order to be returned, the item must be in the same condition in which it was received, in the original packaging and accompanied by a receipt or proof of purchase. To start the return procedure, contact customercare@smarties.bio.
Returns must be sent to the following address: Strada Statale Romea 77/bc, Sant’Anna di Chioggia - VE - 30015 - Italy. Returns sent without prior authorization will not be accepted.

2. Right of withdrawal
For customers outside the EU, the right of withdrawal provided for by EU law does not apply automatically; the commercial conditions and return terms are those indicated in this section and in the General Conditions of Sale. If the seller has provided for a right of return, such right will be governed according to the terms specified at the time of purchase.

3. Timing
After receipt and inspection of the return, we will proceed to communicate the outcome within 3–5 (three-five) working days. In case of approval, the refund will be arranged within the terms provided by the law and without undue delay; indicatively the refund is carried out within 10 (ten) working days from approval. The actual crediting times on the account may depend on the financial intermediaries.

4. Return shipping costs
For international returns, the shipping costs for the return are generally borne by the customer, unless otherwise agreed in writing. If we provide an international return label, we will clearly indicate who bears the costs and any customs responsibilities.

5. Damages and problems
Check the order at the time of receipt. Immediately report to customercare@smarties.bio any defective, damaged or non-matching item compared to what was ordered, attaching photographs and description. We will evaluate the case and propose replacement or refund according to what is provided by the current law and by our policy.

6. Exceptions / non-returnable items
The right of withdrawal excludes, unless otherwise indicated:
• packaged products for hygiene or health reasons sealed and opened after delivery;
• perishable or deteriorating products;
• personalized products or made to measure;
• gift cards;
• software or digital content whose execution has begun with the consumer’s consent.
The exclusions will always be indicated on the product page where relevant.

7. Exchanges
To obtain a different item, we recommend returning the unwanted item and placing a separate new order. If available, we can offer assistance to speed up the replacement; contact customercare@smarties.bio to verify availability and methods.

8. Return procedure

1. Send a request to customercare@smarties.bio with order number and reason.
2. Receive authorization and instructions for the return.
3. Ship the return to the indicated address; unauthorized returns may not be accepted.
4. Once the goods have been received and inspected, we will communicate the outcome.

9. Refund
If the return is approved, the refund will be arranged with the same payment method used, unless otherwise agreed.
Attention: for international orders the seller may withhold from the refund any bank/conversion/payment fees actually not refunded by the provider, as well as any customs duties and taxes paid upon import, if this is clearly indicated in the order confirmation and in the General Conditions of Sale. The indicative time for the issue of the refund is 10 (ten) working days from approval.
If you do not receive the credit within the next 15 (fifteen) working days, contact us at customercare@smarties.bio.

10. Additional clauses
Records and evidence: all return requests and authorizations will be tracked via email and kept as evidence in case of dispute.
Jurisdiction and applicable law: for international contracts, the applicable law and competent court are those indicated in the General Conditions of Sale.
Policy changes: we reserve the right to update this policy; changes will be published on the site with indication of the date of last revision.
As these are orders outside the European Union, in case of cancellation or refund, any non-refundable payment fees applied by payment providers, as well as any currency conversion costs or bank charges, may be deducted from the refund.