Return and Refund Policy
At Smteon, we are committed to providing a secure and transparent shopping experience for all our customers. We strive to clarify the rights related to returns and refunds in a manner that ensures a fair balance between the customer's interest and the stability of our business operations. This policy outlines the conditions under which a customer may request a return or refund, along with the procedures followed to handle such requests.
1. Types of Covered Products
Our return and refund policy applies to the following:
"Digital products (such as software, tools, activation codes, digital bundles)."
"Physical products that are shipped to the customer."
"Subscriptions and digital services."
"Special bundles and offers purchased through the online store."
2. Return Request Timeframe
Customers are entitled to request a return or refund within 48 hours from the date of receiving or activating the product, provided that the request complies with the terms of this policy and the case is evaluated based on the nature of the product and the reason provided.
3. Conditions for Returning Physical Products
Returns of physical products that have been shipped and are free from defects are not accepted, unless a valid reason is provided through direct communication with us. The reason will be reviewed by our team, and if approved, the return will be accepted. If not approved, the request will be rejected and no refund will be issued.
The product must be unused, in its original condition, and returned with all original packaging and materials.
Opened products or those showing signs of use will not be accepted for return unless a proven defect exists.
4. Shipping Costs for Returns
If the return is due to a defect in the product or a mistake from our side, Smteon will cover all shipping costs.
If the return is approved based on a reasonable justification unrelated to a defect, the customer shall bear the full cost of shipping in both directions.
5. Conditions for Returning Digital Products and Subscriptions
Digital products and subscriptions cannot be returned or refunded after activation or download, except in the following cases:
A technical issue that prevents the product from functioning properly.
The customer received an incorrect product or one that does not match the description.
6. How to Submit a Return or Refund Request
Customers may submit a request through our "Contact Us" page.
Required information includes:
"Order number or invoice."
"Product details."
"A clear explanation of the issue or reason for the request."
"Supporting images or videos (if available)."
7. Processing Requests and Refund Timelines
Return requests are reviewed within 2 to 5 business days.
If approved, refunds are processed within 2 to 7 days for cash payments and may take up to 14 days for electronic or credit card payments.
The refund is issued using the original payment method whenever possible, or through an alternative method agreed upon with the customer.
8. Non-Returnable Cases
Digital products with activation codes that have been used or revealed.
Any product made to a custom request and found to be free of defects.
Products showing signs of use or unauthorized modification.
Requests submitted after the return window without a valid justification.
9. Smteon Role in Partner Transactions
If the product is sold by an external partner, Smteon remains the party responsible for managing disputes and ensuring the customer receives their rights in accordance with this policy.
If the customer is found eligible for a return, the partner must complete the return process without delay or objection.
Smteon reserves the final decision in any dispute related to returns or refunds involving partners, to ensure fairness and protect customer interests.
10. Cancelling an Order Before Shipping or Activation
Orders may be canceled at any time before the product is shipped or digitally activated.
The full amount will be refunded within the applicable processing period.
11. Additional Provisions
Smteon reserves the right to modify this policy at any time without prior notice.
Customers will be notified of any significant changes through official communication channels or via the Return and Refund Policy page on our website.