Refund policy

SmartNest – Return & Refund Policy

At SmartNest, we’re committed to delivering smart kitchen and home gadgets that make everyday life easier. If something isn’t right with your order, we’ll make it right — simply, fairly, and transparently.

✅ Eligibility for a Refund

You may request a return or refund within 14 days of receiving your order if:

You contact us within this timeframe
The item is unused and in original packaging
The item is damaged, defective, or incorrect

🚫 Non-Refundable Items

We do not accept returns for:

Items that have been used, washed, installed, or altered after delivery
Items returned without original packaging
Custom or made-to-order products
Final sale or discounted items
Products marked non-returnable at checkout
Items damaged due to misuse, improper handling, incorrect charging, or excessive force

📝 How to Request a Return

To start a return, contact our support team with:

Your order number
A brief explanation of the issue
Clear photos of the product and packaging

Once reviewed, we’ll guide you step by step.

🔄 Return & Refund Process

1. Review & Approval

Our team will review your request and may ask for additional details if needed.

2. Return Instructions

If approved, we’ll provide:

Return address
Shipping instructions

📍 Return Address

If your return request is approved, please send the item to the return address provided by our customer support team.

Return Address:
RM03, 24/F, HO KING COMM CTR,
2-16 FAYUEN ST, MONG KOK,
HONG KONG

Please do not return any item without prior approval. Returns sent without approval may not be accepted.

🔁 Return & Exchange Period

Customers may request a return or exchange within 14 days of receiving the order.

To be eligible, the item must be unused, undamaged, and returned in its original packaging.

❌ Order Cancellation

Customers may request order cancellation within 24 hours after placing the order.

If the order has not been processed or shipped, we will cancel the order and issue a refund to the original payment method.

Once the order has been processed, packed, or shipped, cancellation may no longer be possible. In that case, the customer may request a return after receiving the order, subject to our return policy.

📦 Return Shipping Fee

If the return is caused by the customer, such as change of mind, incorrect product selection, or no longer wanting the item, the customer is responsible for the return shipping fee. The exact shipping cost depends on the courier or logistics company selected by the customer.

If the return is due to our reason, such as a damaged item, defective product, incorrect item, or missing product, the customer will not be required to pay the return shipping fee.

3. Refund Issuance

Once your return is received and approved:

Refund will be issued to your original payment method
Processing time: 5–7 business days, depending on provider

📌 Important Notes

All returns must be pre-approved.
Items must be returned in original condition.
Shipping fees are non-refundable unless the item is faulty.
Returns showing signs of use, installation, damage, or missing packaging may be rejected.
Excessive or suspicious returns may be declined.

💬 Need Help?

We’re here to support you every step of the way.
Visit our Contact Us page with any questions, and our team will ensure your SmartNest experience stays smooth and worry-free.