Refund policy
14-day right of withdrawal
You may withdraw from your purchase within 14 days of receiving your order, without giving a reason. To meet the deadline, send us an unequivocal statement before it expires, for example to hello@smartmemories.eu or through our contact form. Using a standard withdrawal form is optional.
How to return products
Send the products back no later than 14 days after informing us of your withdrawal. Returns and complaints address: Smart Memories sp. z o.o., Ostrówik 23B, 05-530 Góra Kalwaria, Poland. The buyer bears the direct cost of return shipping. We recommend including your order number or proof of purchase so that we can identify the return.
You may inspect the product to establish its nature, characteristics and functioning. You are responsible for any diminished value caused by handling beyond what is necessary for that inspection. Original packaging is recommended but is not a condition for exercising your statutory right of withdrawal.
Damage and complaints
If a product is damaged, defective or different from what you ordered, contact us at hello@smartmemories.eu. Include your order number and describe the problem; photographs can help us assess your complaint. We will respond within 14 days. The remedy depends on the problem and your applicable rights. This policy does not limit your statutory rights regarding goods that do not conform to the contract.
Exceptions
The right of withdrawal may not apply in cases provided for by law, particularly for products made to the buyer’s individual specifications or clearly personalised. This does not affect rights relating to defective or non-conforming goods. A product being on sale does not in itself exclude the statutory right of withdrawal.
Exchanges
If you would like to exchange a product, contact us. You can also return it in accordance with this policy and place a separate order.
Refunds
If you withdraw, we will refund the payments received, including the cost of the least expensive standard delivery offered for your order, no later than 14 days after receiving your withdrawal statement. We may withhold the refund until we receive the products or evidence that you have returned them, whichever occurs first. We will use the original payment method unless you expressly agree to another method without additional costs. Your bank or payment provider may need additional time to credit the funds.