Refund policy

Effective 17 September 2026  ·  Last updated 17 September 2026

Summary of key terms

1. Who handles refunds. We are the seller and we decide all returns and refunds. Our payment processor provides payment services only and does not investigate or resolve product disputes — contact us for anything concerning your order.

2. Window. Returns are accepted within 14 days of delivery, on unused, unopened and still-sealed items, with prior authorisation.

3. Costs. You pay return shipping. Original shipping charges and Import Charges are not refundable by us.

4. Consumers in the EU and EEA have a statutory 14-day right of withdrawal, set out in Part B, which prevails over Part A. Switzerland is not in the EU or EEA; Part A applies to Swiss customers.

Part A — Returns policy

1. This is a voluntary policy

No statutory right of return applies to these sales outside the cases described in Part B. In particular, Swiss law provides no right of withdrawal for online purchases, so Swiss customers are covered by this Part A. The rights in Part A are offered as a commercial policy and may be varied or withdrawn for future orders. This is our complete returns policy, and no employee, agent or chat operator may vary it except in writing signed by an authorised officer.

2. Window and condition

A return request must reach us within 14 days of the delivery date shown by the carrier. Items must be unused and unopened, with all seals, shrink-wrap, film, tags and security labels intact, complete with accessories, manuals, free gifts and inserts, in the original undamaged packaging, with proof of purchase. Any item failing these conditions may be refused, returned to you at your cost, or refunded net of a deduction for diminished value.

3. Items that cannot be returned

• sealed goods unsealed after delivery where return is unsuitable for health, hygiene or safety reasons;
• consumables, perishables, and goods with a best-before, expiry or period-after-opening date;
• items with removed, altered or damaged seals, batch codes or labels;
• gift cards; final-sale, clearance and markdown items; free and promotional items;
• bundles or sets where any component has been opened;
• items damaged by use, misuse, modification, unauthorised repair or improper storage; and
• any item purchased for resale, in breach of the personal-use condition in our Terms of Service.

4. Authorisation is required

Do not ship anything back before you receive a written return authorisation and a return reference from us. Returns sent without authorisation, or to any address other than the one we specify, may be refused, held at your cost, or disposed of without refund. The return address may be outside your country and will be given with the authorisation.

5. Return costs and deductions

Unless the item was materially defective on delivery or the wrong item was sent:

• you pay return shipping and bear the risk of loss or damage in transit — use a tracked, insured service and keep proof of dispatch;
• original outbound shipping charges are not refundable;
• Import Charges you paid under DAP are not refundable by us; you may be able to reclaim import duty and VAT from your own customs authority, and doing so is your responsibility;
• where we shipped DDP, duties and taxes we prepaid are not refundable, except where a statutory right requires it;
• international returns must be declared as "returned goods"; any duty, tax, brokerage or handling fee we incur on an inbound return is deducted from your refund;
• a restocking fee of 15% applies where lawful and disclosed; and
• any diminution in value from opening, handling, use or damaged packaging may be deducted.

Where the deductions exceed the amount you paid, no refund is due.

6. Damaged, defective or incorrect items

Report any item that arrives damaged, defective, incomplete or incorrect within 14 days of delivery, with your order number, photographs of the item, the outer packaging and the shipping label, and a description of the fault. Retain all packaging until the claim is closed. Where a claim is validated, we will, at our sole option, repair, replace or refund the price paid for the affected item. That is your sole and exclusive remedy.

7. Parcels lost, stolen or damaged in transit

Risk passes on handover to the carrier. Report a parcel marked delivered but not received within 14 days of the delivery scan. We are under no obligation to replace or refund a parcel that carrier records show as delivered, or one lost after a delivery instruction you gave (leave-safe, locker, concierge, neighbour or unattended delivery). Shipments to freight forwarders, parcel- or mail-forwarding services, reshippers, hotels, worksites or third-party addresses travel at your risk and are excluded from replacement, refund and return rights. Where optional shipping protection was offered and you declined it, you assume the risk of loss, theft and damage in transit to the maximum extent permitted by law.

8. Customs, refused and undelivered parcels

We are not liable for customs delay, inspection, refusal of entry, seizure, confiscation, quarantine, forfeiture or destruction, or for any fine imposed on you as importer. Where a shipment is seized, destroyed or returned because Import Charges were unpaid, because of information you supplied, or because of the legal status of the item in your country, no refund, replacement or credit is due. If you refuse delivery, fail to pay Import Charges, fail to collect within the carrier's holding period, or supply an undeliverable address, outbound shipping, return shipping, Import Charges, brokerage, storage, handling and destruction costs actually incurred are deducted from any refund. Refusing delivery to avoid Import Charges is a breach of our Terms of Service and is not a valid cancellation, return or withdrawal.

9. Cancellation

You may request cancellation before the order is dispatched. Once dispatched, an order cannot be cancelled and must be handled as a return.

10. Refunds

Approved refunds are issued to the original payment method only, within 10 business days of our receipt and inspection of the returned item. Where the cost of returning an item would be disproportionate to its value, we may at our option waive the return and refund or replace the item without requiring it to be sent back; any such waiver is given in writing and does not create a right for future orders. We may withhold any refund until the item has been received and inspected. Refunds are net of all permitted deductions. We are not responsible for exchange-rate differences, or for any foreign transaction, cross-border or conversion fee charged by your bank or card issuer. Timing after we issue a refund depends on your bank or card issuer.

11. Exchanges

We do not offer exchanges. Return the original under this policy and place a new order.

12. Chargebacks

Please contact us first and allow us thirty (30) days to resolve the issue before raising a dispute with your card issuer. Most issues are resolved faster this way. Where a chargeback is raised on goods that were delivered and the grounds are contradicted by tracking evidence, we may treat it as a breach of our Terms of Service and decline future orders. Nothing in this policy limits any right you have to dispute a charge with your card issuer or bank under applicable card network rules or applicable law.

Part B — Consumers in the European Union and EEA

This Part applies where you are a natural person resident in the EU or EEA purchasing wholly or mainly outside your trade, business, craft or profession. It applies instead of Part A and prevails over it.

B.1 Right of withdrawal — 14 days

You have the right to withdraw within 14 days, without giving a reason. The period runs from the day on which you, or a third party you nominate other than the carrier, acquire physical possession of the goods — or of the last item where an order is delivered in parts. To exercise it, simply contact us at contact@smoothlabs.com before the period expires, stating clearly that you wish to withdraw from your order, with your order number and the date of delivery. No particular form is required.

B.2 Exceptions

Under Article 16 of Directive 2011/83/EU, the right of withdrawal does not apply to: sealed goods which are not suitable for return for health protection or hygiene reasons and which were unsealed after delivery; goods made to your specifications or clearly personalised; goods liable to deteriorate or expire rapidly; and goods which after delivery are, by their nature, inseparably mixed with other items.

B.3 Returning the goods and reimbursement

Send the goods back without undue delay and within 14 days of notifying us. You bear the direct cost of returning the goods. We will reimburse all payments received, including standard outbound delivery costs but excluding any supplement arising from your choosing a delivery method other than our least expensive standard option, using the same means of payment, within 14 days. We may withhold reimbursement until we receive the goods back or you supply proof of dispatch, whichever is earlier. You are liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, and we may deduct that amount. Import Charges you paid as importer are not reimbursed by us; you may be able to reclaim them from your customs authority.

B.4 Legal guarantee of conformity

Separately from the right of withdrawal, the goods must conform to their description and to what you may reasonably expect, for two (2) years from delivery. Your remedies are, in order: repair or replacement free of charge; and where that is impossible, disproportionate, not completed within a reasonable time or not without significant inconvenience, a proportionate price reduction or termination with a refund. Termination is not available where the lack of conformity is minor. Please tell us as soon as reasonably possible and within two months of discovering it.

B.5 Complaints and courts

Complaints will be acknowledged within 5 business days. Nothing in this policy or in our Terms of Service deprives you of the right to bring proceedings in the courts of your country of residence, or of the protection of the mandatory rules of that country's law. The arbitration agreement, class action waiver, jury waiver and shortened limitation period in our Terms of Service do not apply to you.