S-MART Return and Refund Policy 

1. Scope

This policy applies to all transactions made via the S-MART platform. By making a purchase, you agree to the conditions listed below.

2. Return Policy (Tangible Products)

• Eligibility: Returns are accepted only for products that are damaged, defective, or incorrectly delivered (wrong item/size/color).

• Window: Customers must notify us of a return request within 48 hours of delivery.

• Condition: Items must be returned in their original packaging, with all tags intact, unused, and in the same condition as received.

• Process:

  1. Submit a request via the "My Orders" section or email [Official Email] with an unboxing video or clear photos of the defect.

  2. Once approved, our logistics partner will arrange a pickup.

• Non-Returnable Items: Certain items, such as personal hygiene products, perishable goods, or items marked "Final Sale," are not eligible for return.

3. Cancellation & Refund Policy (Intangible/Digital Products)

• Digital Goods/Services: Due to the nature of intangible products (e.g., e-books, subscriptions, software access), these are generally non-refundable once the access link has been sent or the service has been initiated.

• Exceptions: If a technical error prevents access to the intangible product/service, and our support team cannot resolve the issue within 3 working days, a full refund will be processed.

• Subscriptions: You may cancel a subscription at any time, but you will retain access until the end of the current billing cycle. No prorated refunds will be issued.

4. Refund Process

• Processing Time: Once a return is inspected and approved, the refund process will be initiated within 3-5 business days.

• Mode of Refund:

  • Online Payments: Refunded to the original payment method (Bank Account/Credit Card/Wallet). Please note that it may take 5-7 working days for the amount to reflect in your account depending on your bank.

  • Offline/Cash-on-Delivery (COD): Refunded via NEFT/IMPS to the customer’s provided bank account. S-MART will request your bank details via a secure portal.

• Deductions: Any shipping charges incurred for the initial delivery are non-refundable unless the error was on the part of S-MART.

5. Offline/Hybrid Purchase Returns

For products bought via S-MART but collected or serviced at our physical touchpoints (or authorized offline partners):

• The product must be returned to the same physical location where it was collected.

• The invoice generated via the S-MART portal must be presented at the time of return.

Operational Notes for S-MART:

• Fraud Prevention: For high-value tangible items, we strongly recommend implementing a "Mandatory Unboxing Video" clause in your T&Cs to process return claims.

• Vendor Accountability: Your Vendor Agreement (to be drafted later) must state that the cost of returns due to defective products will be borne by the vendor.