Returns, Exchanges, Cancellation & Refund Policy

Return & Exchange Window

We offer a 3-day return/exchange policy, which means you have 3 days after receiving your item to request a return or exchange. Requests raised after this 3-day window will not be eligible.

Eligibility for Return / Exchange

To be eligible for a return or exchange, your item must meet all of the following conditions:

•        It must be in the same condition that you received it – unworn, unused and unwashed.

•        It must have all original tags attached and be in its original packaging.

•        You must provide the receipt or proof of purchase.

Items that are returned without first raising a return/exchange request, or that do not meet the above conditions, will not be accepted and will be returned to the customer at the customer's cost.

How to Initiate a Return / Exchange

To initiate a return or exchange, use the “Return/Exchange” menu on our website to place your request within the 3-day window. Upon approval of your request based on eligibility and certain additional internal criteria, you will receive an email notification (provided you gave your email ID at the time of placing the order). Our logistics partner will then pick up the item from the original delivery address.

Once we receive the item at our warehouse and verify it to be in the appropriate condition as described above, we will process your refund or dispatch your exchanged item, as per your request. For any return-related question, you can contact us at care@smarteez.in.

Damages & Issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. For all damage, defect or wrong-item claims, a clear, continuous unboxing video (started before opening the original sealed package) is required as evidence. Such items are eligible for a free replacement or full refund.

Exchanges

A maximum of one return/exchange per order is accepted. Once your exchange request is approved, your current item will be picked up by our logistics partner. We will inspect the item once it reaches our warehouse and will then dispatch your requested exchange item. Exchanged items are typically delivered to customers within 5 to 20 days. If you have questions or concerns about a specific item, please contact our customer support team at care@smarteez.in or call us at +91 91473 71341 (Monday to Saturday, 10:30 AM – 5:30 PM IST).

Order Cancellation

As our products are made-to-order, cancellation requests can only be accepted within 24 hours of placing the order, or before the order is shipped – whichever is earlier. To request a cancellation, please contact us at care@smarteez.in with your order number as soon as possible.

•        Prepaid orders: If you cancel within the permitted window and before the order is shipped, the full amount paid will be refunded to your original payment method.

•        After shipping: Once an order has been shipped, it cannot be cancelled. You may instead use the return/exchange process after delivery, subject to the eligibility conditions above.

We also reserve the right to cancel any order at our discretion (for example, due to stock unavailability, pricing errors, suspected fraud, or an undeliverable location). In such cases, if the order was prepaid, the full amount will be refunded to the original payment method.

Refunds

We will notify you once we have received and inspected your returned item, and let you know whether the refund has been approved. If approved, the refund will be processed to your original payment method within 10 business days of approval. For Cash-on-Delivery orders, refunds (where applicable) will be processed to the bank account or UPI ID provided by you for this purpose.

Please note that it may take additional time for your bank or payment provider to process and post the refund to your account. If more than 15 business days have passed since we approved your refund and you have not received it, please first check with your bank or payment provider, and then contact us at care@smarteez.in.

Advance / Partial Payment (Partial COD) Orders

Any advance or partial payment made at the time of placing an order (including any partial-prepaid Cash-on-Delivery order) is treated as a confirmation and guarantee by the customer to accept the order on delivery and to pay the balance amount due to the courier at the time of delivery.

If the customer wrongfully refuses to accept the order on delivery, or fails to pay the balance amount due, without a valid reason, the advance/partial amount paid may be forfeited and will not be refunded, as it covers the cost of production (made-to-order goods), shipping and reverse-logistics already incurred by us. However, if the product is received in a damaged or defective condition (supported by a clear, continuous unboxing video as described under “Damages & Issues”) and is returned unworn and in its original packaging, the amount so paid will be refunded in full.

Contact Us

For any questions regarding shipping, returns, exchanges, cancellations or refunds, please reach out to us:

Legal Name: Smarteez India Private Limited

Email: care@smarteez.in

Phone: +91 91473 71341

Customer Support Hours: Monday to Saturday, 10:30 AM – 5:30 PM IST

Registered Address: Flat A, Block B, Arjunpur, Eco Tree AS-2, Kabi Nabin Sen Road, Raghunath Pur, Kolkata, North Twenty Four Parganas, West Bengal – 700059, India