Refund Policy
At Smartsitters
We want you to be completely happy with every purchase. If something is not right, we will make it right. Here is everything you need to know about our refund process.
Our Refund Commitment
We stand behind every product we sell. Every item in our store is carefully selected for quality, comfort, and real ergonomic value. If for any reason you are not satisfied with your purchase, we are here to help. No complicated processes, no runaround, no unnecessary back and forth. Just a straightforward, fair refund process that puts you first.
Refund Eligibility
To qualify for a refund, your request must meet the following conditions:
- Your refund request must be submitted within 14 days of the delivery date
- The item must be in its original condition with no signs of heavy use, damage caused by the customer, or missing parts
- The item must be in its original packaging where possible
- You must provide your order number when submitting your refund request
Items that do not meet these conditions may not qualify for a full refund. If you are unsure whether your item qualifies, contact us through our Contact Us page and we will review your situation.
What Qualifies for a Refund
We offer refunds in the following situations:
Full Refund
- Item arrived damaged or defective
- Wrong item was delivered
- Item was lost in transit and never delivered
- Item does not match the product description on our website
- Order was cancelled successfully before shipment
Partial Refund
- Item shows minor signs of use but is still in acceptable condition
- Original packaging is missing but the item itself is in good condition
No Refund
- Item has been heavily used or damaged by the customer
- Refund request is submitted more than 14 days after delivery
- Item is returned without prior authorization from our team
- Customized or personalized products unless they arrived defective
How to Request a Refund
Requesting a refund is simple. Just follow these steps:
- Go to our Contact Us page and send us a message
- Include your order number which you can find in your order confirmation email
- Describe the issue clearly so we can understand what went wrong
- Attach photos if your item arrived damaged or defective. Clear photos of the product and packaging help us resolve your case faster
- Wait for our response. We respond to all refund requests within 24 hours and will guide you through the next steps
Once your request is approved, we will provide you with return instructions and the correct return address if the item needs to be sent back. Our products ship from our international fulfillment center, so returns that are not due to our error are sent to our returns center in China. Please do not send anything back without first receiving authorization from our team.
Refund Timeframes
Here is what to expect once your refund has been approved:
| Refund Stage | Timeframe |
|---|---|
| Refund request reviewed and approved | Within 24 hours of submission |
| Return item received and inspected | 2 to 3 business days after we receive it |
| Refund processed by Smartsitters | Within 10 business days |
| Refund appears in your account | Additional 3 to 7 business days depending on your bank |
- You will receive an email confirmation once your refund has been processed
- If you do not see your refund within 15 business days of your confirmation email, contact us right away and we will investigate
Return Shipping
Whether you need to send an item back depends on the reason for your refund:
We cover return shipping if:
- The item arrived damaged or defective
- The wrong item was delivered
- The item does not match the product description
You cover return shipping if:
- You changed your mind about the purchase
- You ordered the wrong product
- The item does not fit your workspace as expected
If you are responsible for return shipping, the return is sent to our international returns center and you are also responsible for any customs clearance costs. Please use a trackable courier service that handles customs clearance door-to-door (for example, DHL) and keep your tracking number and proof of postage. Smartsitters is not responsible for items lost during return transit. Because international return shipping can be costly, we may — at our discretion — offer a partial or full refund without requiring the item to be returned; we will let you know if this option is available when you contact us. Once we receive and inspect the returned item, your refund will be processed within 10 business days.
Damaged or Defective Items
If your item arrives damaged or defective, we will make it right immediately. Here is what to do:
- Take clear photos of the damaged or defective product and its packaging right away
- Contact us through our Contact Us page within 48 hours of delivery
- Include your order number and photos in your message
- We will review your case and arrange a full replacement or refund within 24 hours of receiving your message
- In most cases you will not be required to return the damaged item
We take damaged and defective items very seriously and will always prioritize resolving these cases as quickly as possible.
Wrong Item Received
If you received the wrong item, we sincerely apologize and will fix it right away:
- Contact us through our Contact Us page within 48 hours of delivery
- Include your order number and a clear photo of the item you received
- We will arrange to send you the correct item as soon as possible at no extra cost
- Return shipping for the wrong item will be fully covered by Smartsitters
Lost or Undelivered Orders
If your tracking shows your order was delivered but you have not received it, or if your order appears to be lost in transit, here is what to do:
- First check around your property including porches, side doors, and with neighbors
- Wait 24 hours as packages are sometimes marked delivered slightly early
- If you still cannot locate your package, contact us through our Contact Us page with your order number
- We will open an investigation with the carrier on your behalf
- If the carrier confirms the package is lost, we will issue a full refund or send a replacement depending on your preference
- Investigations typically take 3 to 5 business days to resolve
Refunds for Cancelled Orders
If you successfully cancelled your order before it was shipped, here is what to expect:
- A full refund will be issued to your original payment method
- Refunds for cancelled orders are processed within 3 to 5 business days
- You will receive a confirmation email once your refund has been issued
- Depending on your bank or payment provider, it may take an additional 3 to 7 business days for the refund to appear in your account
For full details on our cancellation process, please visit our Cancellation Policy page.
Exchanges
If you would like to exchange a product for a different item, here is how it works:
- Contact us through our Contact Us page with your order number and the item you would like to exchange for
- Exchanges are subject to product availability
- If the item you want is available, we will process the exchange once we receive your returned item
- If the item you want is not available, we will issue a full refund instead
- Exchanges must be requested within 14 days of delivery
- Return shipping for exchanges is the responsibility of the customer unless the original item was defective or incorrect
Nonrefundable Items
The following items are not eligible for a refund:
- Items returned more than 14 days after delivery
- Items that have been heavily used or damaged by the customer
- Items returned without prior authorization from our team
- Customized or personalized products unless they arrived defective or damaged
- Items purchased during final sale or clearance events (clearly marked as such before purchase) unless they arrived defective
If you are unsure whether your item qualifies for a refund, please contact us before sending anything back. We will always review your situation fairly and do our best to find a solution.
Frequently Asked Questions
How long do I have to request a refund?
You have 14 days from the date of delivery to request a refund or return.
Do I need to return the item to get a refund?
It depends on why you're requesting the refund. If the item arrived damaged, defective, or wrong, you usually won't need to send it back. For change of mind returns, you'll need to ship the item back to our international returns center before we process the refund, unless we offer you a refund without return.
How will my refund be issued?
Refunds are always issued to your original payment method. We don't offer store credit unless you specifically ask for it.
Can I get a refund if I just changed my mind?
Yes, as long as you request it within 14 days of delivery and the item is still in its original condition and packaging. A few things to keep in mind: you'll cover return shipping to our international returns center and any customs costs, and if the correct item was delivered as ordered, we can only refund the cost of the goods themselves, not the original shipping. Because international return shipping can be costly, we may — at our discretion — offer you a partial or full refund without requiring the return; we'll let you know if that option is available when you contact us.
What if my refund takes longer than expected?
Once we've received and inspected your return, refunds are processed within 10 business days. If it's been longer than that and you still haven't heard from us, reach out through our Contact Us page and we'll look into it right away.
Can I get a refund on a sale item?
Yes, sale items are eligible for refunds unless they were part of a final sale or clearance event. If you're not sure whether your item qualifies, just contact us and we'll check for you.
What if only part of my order arrived?
Let us know right away through our Contact Us page with your order number. We'll look into it and either send the missing item or refund you for what didn't arrive.
What courier should I use if I'm sending something back?
Use a trackable courier that handles customs clearance door-to-door, like DHL. We can't accept returns that would require us to clear customs on arrival, and shipments held at customs for that reason may delay or prevent your refund.
Contact Us
Have a question about a refund or need help with your order? We are here anytime. Just head over to our Contact Us page and send us a message, or email us at info@smartsitters.shop. We respond to every single inquiry and we will not leave you waiting.
Smartsitters Customer Support Available 7 days a week Response time: within 24 hours