Returns and complaints

Want to return something? No problem

Within 14 days of receiving your order, you can exercise your right to withdraw from the contract and return the ordered products without providing any reason.

Returns

If the received product does not meet your expectations, you may return it (withdraw from the contract) within 14 days of the date of receipt of the goods. To meet the withdrawal deadline, you must submit your statement before the 14-day period expires.

For this purpose, you may draft the statement yourself or use the template below. We recommend that the completed and signed withdrawal statement be sent together with the returned product.

You shall return the product at your own expense no later than 14 days from the date on which we were notified of the withdrawal from the contract. In the case of the recommended method of submitting the statement, i.e., sending the form in the same package as the returned product, the date of dispatch is considered the date of submission of the withdrawal statement.

We will issue a refund using the same payment methods you used in the original transaction, unless you have expressly agreed to a different solution. You will not incur any fees related to the refund, which will be processed within 14 days of the date we receive the withdrawal statement.

We may withhold the refund until we have received the product.

Additional details regarding the return procedure can be found in the store's Terms and Conditions.

Withdrawal statement

Recommended return method:

1. Fill out the "Withdrawal Statement" form.
2. Pack the returned goods along with the completed document.
3. Send the returned goods to:

Smart Memories
Ostrówik 23B,
05-530 Góra Kalwaria

4. Refund of payment.

Complaints

If the received product has a defect or is inconsistent with the sales contract concluded with us (e.g., it is damaged), you have the right to file a complaint.

To do so, please contact our customer service (e.g., via email, through the contact form, or in writing), providing the order number containing the defective product, a brief description of the defect, a photo showing the defect, and your requested remedy: repair, price reduction (if choosing this option, please contact customer service before shipping the item), withdrawal from the contract, or replacement with a new product (in the absence of a new, defect-free item, the seller reserves the right to negotiate the requested remedy with the customer).

The claimed item, along with the completed complaint form or statement, should then be sent to: Smart Memories Sp. z o.o., Ostrówik 23B, 05-530 Góra Kalwaria.

The complaint will be processed within 14 days of submission. You will be notified of the outcome of the complaint via email or telephone.

Complaint form template.