Return and Refund Policy

Last updated: November 14, 2025

We want you to feel confident shopping with Smartnoos. This Returns & Refunds Policy explains when and how you can return products purchased from our website, and how refunds are handled. It is designed to be clear, fair and easy to understand for customers in the United States, Canada and the United Kingdom.

  1. Applicability of this policy

This Returns & Refunds Policy applies to all purchases of physical products made on the website https://smartnoos.com (the “Site”), operated by Smartnoos (operated by ABK AI Limited), company number 15210357, registered office at 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.

It forms part of the overall terms governing your purchase and should be read together with our Terms of Service, Shipping Policy and any other applicable policies available on the Site.

This policy does not apply to purchases made through any other website, marketplace or physical store (if any).

  1. Your 30-day return window

You have 30 days from the date your order is delivered to request a return.

  • The 30-day period starts on the day the tracking information or delivery confirmation shows that your order was delivered to the address you provided.

  • Within this 30-day window, you can request a return for:

    • change-of-mind or preference (for example, you no longer want the item or you would prefer a different colour or model), or

    • items that are faulty, damaged or not as described / not what you ordered.

After the 30-day period has expired, we may not be able to accept a return, except where you have statutory rights under applicable consumer laws (for example, in relation to faulty goods) that extend beyond this period.

  1. Conditions for returned items

To qualify for a return and refund under this policy, the following conditions generally apply:

  • For change-of-mind returns:

    • The product must be unused, undamaged and in a resaleable condition.

    • You may open the packaging carefully to inspect the product, but you must not use it beyond what is reasonably necessary to check its nature, characteristics and functioning.

    • As far as reasonably possible, the product should be returned in its original packaging, with all accessories, manuals and any free items that came with it.

  • For faulty, damaged or incorrect items:

    • You should keep the product and all packaging.

    • You may still return the item even if it has been opened or used, if the use was necessary to discover the fault.

We reserve the right, where permitted by law, to reduce the amount of your refund to reflect any loss in value of the product if it has been handled in a way that goes beyond what is necessary to check its nature, characteristics and functioning (for example, signs of heavy use, damage or missing parts in a change-of-mind return).

  1. Change-of-mind returns

We understand that sometimes a product is not quite what you had in mind or you simply change your preference.

For change-of-mind or preference-related returns (including wanting a different colour or model):

  • You have 30 days from delivery to request a return.

  • Returns are free:

    • Smartnoos covers reasonable return shipping costs by providing you with a pre-paid return label once your return request is approved.

  • The product must meet the conditions set out in section 3 above (unused, undamaged, resaleable condition, as far as possible in its original packaging with all accessories/manuals).

  • You may return one or more items from your order; you do not need to return the whole order.

If your change-of-mind return is accepted and the product is received back in acceptable condition, we will issue a refund to your original payment method in accordance with section 7 below.

  1. Faulty, damaged or incorrect items

If your product arrives damaged, defective or clearly not the item you ordered, we will put it right.

Please contact us at contact@smartnoos.com as soon as reasonably possible, ideally within the 30-day return period, and include:

  • your order number;

  • a short description of the issue; and

  • clear photos or videos showing the problem (for example, damage, defect, or the wrong item received).

Once we have reviewed your request, we will offer one of the following solutions, at your choice where reasonably possible:

  • Replacement: we send you a replacement item at no additional cost to you; or

  • Full refund: we refund you for the affected item(s) (and any shipping fees originally paid for those items, if applicable).

In either case:

  • Returns are free: we will provide a pre-paid return label for the faulty, damaged or incorrect item, unless we specifically confirm that you do not need to send the item back.

  • You will not be charged any additional shipping fees for the replacement.

Nothing in this policy limits any statutory rights you may have under applicable consumer laws in relation to faulty or misdescribed goods.

  1. Non-returnable items

Certain items cannot be returned under this policy, except where they are faulty, damaged or we have made an error.

The following items are non-returnable for change-of-mind reasons:

  • Customised or personalised products, such as items that have been engraved, printed or otherwise made to your specific request, unless there is a manufacturing defect or an error attributable to Smartnoos.

If a customised or personalised item is faulty, arrives damaged or is not what you ordered, you may still be entitled to a repair, replacement or refund. Please contact us at contact@smartnoos.com with details and photos/videos of the issue.

  1. Refunds – how and when you get your money back

Once your return has been approved and the product has been received and inspected (unless we have told you that you do not need to send it back):

  • Smartnoos will process your refund within 7 business days.

  • The refund will be issued to your original payment method (for example, the same card or account you used to pay).

  • We do not normally offer refunds to alternative payment methods or as store credit, unless we have agreed this with you.

After we process the refund on our side:

  • Your bank, card issuer or payment provider may take up to 10 additional business days to show the refunded amount in your account or on your statement. This timeframe is outside our control.

Refund amounts:

  • For eligible change-of-mind returns, we will refund the price you paid for the returned product, less any permitted deduction for loss in value due to unnecessary handling as described in section 3.

  • For faulty, damaged or incorrect items, we will refund the price of the affected item(s), plus any original shipping costs you paid for those item(s), if applicable in your region.

Shipping is currently free for all destinations we serve. If shipping fees are introduced in the future, any applicable rules about refunding those fees in the case of faulty, damaged or incorrect items will be clearly stated on the Site and in this policy.

  1. How to start a return

To keep returns smooth and to make sure your parcel is sent to the correct place, it is important that you follow the steps below.

You must contact us before sending anything back.

  1. Email our support team

    • Send an email to contact@smartnoos.com with:

      • your full name;

      • your order number;

      • the item(s) you wish to return;

      • the reason for the return (change of mind, faulty, damaged, wrong item, etc.); and

      • photos or videos if the item is faulty, damaged or incorrect.

  2. Wait for our confirmation

    • We will review your request and confirm whether your return is approved under this policy.

    • If approved, we will send you:

      • a return authorisation (for example, a return number or reference);

      • the correct return address (we do not accept returns to our registered office address); and

      • a pre-paid return label (where applicable).

  3. Prepare and send your parcel

    • Pack the item securely, using the original packaging where possible, and include all accessories and manuals.

    • Attach the pre-paid return label as instructed.

    • Drop off the parcel with the designated carrier as instructed in our email.

  4. Keep your proof of return

    • Keep the receipt or tracking information provided when you hand over the parcel to the carrier. This is your proof that you have sent the return.

We do not list a public return address on the Site because return addresses may vary depending on the product and your location. Any parcels sent back without prior authorisation, without a return number or to an incorrect address may be delayed, refused or not processed correctly.

We may send you email updates about the status of your return and refund. We do not use SMS/text messages for returns or refund notifications.

  1. Exchanges

We do not offer direct exchanges for change-of-mind reasons (for example, exchanging one colour or model for another) under this policy.

Instead:

  • You can return the original item within the 30-day return window, in accordance with sections 3 and 4 above.

  • Once your return is received and approved, we will issue a refund to your original payment method.

  • If you would like a different colour, model or product, you can place a new order on the Site at any time.

For faulty, damaged or incorrect items, we may offer you the choice between a replacement (which functions similarly to an exchange) or a refund, as described in section 5.

  1. Customers in the US, Canada and the UK

Smartnoos primarily serves customers in the United States, Canada and the United Kingdom. This policy is designed to be clear and consistent with common expectations in those markets and with platform requirements (such as Google Merchant Center and Meta commerce policies) for transparency and fairness.

This policy is governed by the law of England and Wales, as part of our overall terms and policies. However:

  • If you are a consumer resident in the United States, Canada or the United Kingdom, you may have additional mandatory rights under the consumer-protection laws of your country, state or province (for example, rights relating to faulty goods, misdescribed products or unfair terms).

  • Nothing in this policy is intended to exclude, limit or override any such mandatory rights.

If there is any conflict between this policy and your non-excludable rights under applicable consumer law, your statutory rights will prevail.

  1. Contact

If you have any questions about this Returns & Refunds Policy, or if you need help with a return or refund, you can contact us by email at:

contact@smartnoos.com

Smartnoos (operated by ABK AI Limited)
Company number: 15210357
Registered office: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.