Refund policy

1. Order Cancellation / COD Refusal
If you place a Cash on Delivery (COD) order and refuse to accept the package at delivery, the order will be marked as Returned to Sender (RTS).
Frequent COD refusals may result in restrictions on future purchases.

2. Return Policy
We currently do not accept returns for non-quality related issues (e.g., change of mind, wrong size chosen, dislike of product).
Returns are only accepted if the item is defective, damaged, or incorrect.

3. Defective / Wrong Item
If you received a defective or wrong item, please contact our customer support within 48 hours of delivery with photos or videos of the issue.
In such cases, we will provide a replacement or reshipment at no extra cost, without requiring you to return the original item.

4. Refunds
Refunds are only applicable if we fail to deliver the order.
For COD orders, no direct refund will be processed. Instead, a replacement or store credit will be issued.

5. Customer Responsibility
Please make sure to provide a correct shipping address and active phone number to avoid delivery failures.
Customers are responsible for ensuring someone is available to accept COD deliveries.

6. Return Shipping Costs
In the rare case a return is approved, the return shipping cost is the responsibility of the customer.
However, in most cases, items do not need to be shipped back.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at service@smartnexa.shop.