Refund policy

Return & Refund Policy

At SmartNivo, we want customers to feel confident when purchasing phone accessories from our online store.

We understand that a product may occasionally not meet your expectations or that an issue may arise after delivery.

This Return & Refund Policy explains our return eligibility requirements, refund procedures, return shipping responsibilities, and how to request assistance.

We aim to make the return process clear, straightforward, and convenient for our customers.

1. 30-Day Return Policy

SmartNivo accepts eligible return requests within 30 days after the order has been delivered.

To qualify for a return, the following conditions generally apply:

The return request must be submitted within 30 days after delivery.
The product must be unused and in its original condition.
The item should include its original packaging, accessories, and any components supplied with the purchase.
The customer must provide proof of purchase, such as an order number or order confirmation.
The product must not have been damaged through improper handling, unauthorized modification, or misuse after delivery.

These conditions do not limit any mandatory legal rights relating to defective, misdescribed, or incorrectly supplied goods.

We encourage customers to review product descriptions, specifications, and compatibility information before placing an order.

2. How to Request a Return

If you would like to return an eligible product, please contact our customer support team at:

CUSTOMER SUPPORT EMAIL: [email protected]

When submitting your request, please provide:

Your order number
The product name
The reason for the return
Relevant photographs if the product is damaged, defective, or incorrect

Our customer support team will review your request and provide the appropriate return instructions.

Please contact us before sending any items back.

After your request has been reviewed, we will provide the relevant return instructions and destination.

Following the provided instructions helps ensure that returned products can be identified and processed correctly.

3. Damaged, Defective, or Incorrect Products

At SmartNivo, we aim to provide accurate product information and appropriate customer assistance.

If you receive a product that is damaged, defective, missing components, or different from what you ordered, please contact us as soon as reasonably possible after delivery.

To help us review the issue, please provide your order number, a description of the problem, and clear photographs where available.

Once we have reviewed the relevant information, we will work with you to determine an appropriate resolution.

Depending on the circumstances, available solutions may include:

A replacement product
A return and refund
Another reasonable solution agreed upon with the customer

For confirmed damaged, defective, or incorrectly shipped products, SmartNivo will cover reasonable return shipping costs when a return is required.

We aim to address product-related concerns fairly and in accordance with applicable consumer protection requirements.

4. Returns Due to Personal Preference

We understand that customers may occasionally change their minds or select an item that does not suit their preferences.

Eligible products may be returned within the 30-day return period, subject to the conditions outlined in this policy.

Personal reasons may include:

A change of mind
Personal preference
Ordering the wrong color or variation
Selecting an incompatible phone model despite accurate compatibility information being provided
No longer needing the purchased item

Products returned for personal reasons must generally be unused and in their original condition.

Customers are responsible for return shipping costs associated with these requests.

If an item is incompatible because the product information supplied by SmartNivo was inaccurate, the issue will be assessed as a product-related concern rather than automatically treated as a customer ordering mistake.

5. Return Shipping Costs

Return shipping responsibilities depend on the reason for the return.

Returns for Personal Reasons

If you request a return because of a change of mind, personal preference, or an ordering mistake, you will be responsible for the return shipping costs.

Returns Due to Product Issues

If a product is confirmed to be damaged, defective, or incorrectly shipped, SmartNivo will cover reasonable return shipping costs when a return is required.

Please contact our customer support team before arranging a return shipment.

We will review the circumstances and provide the appropriate instructions.

We aim to communicate return shipping responsibilities clearly before the return is arranged.

6. Refund Processing

Once a returned product has been received and inspected, we will review its eligibility for a refund.

Customers will be informed whether the refund request has been approved.

For approved refunds:

Refunds will be issued to the original payment method.
Refunds are generally processed within 5–10 business days after approval.
Additional time may be required by the bank or payment provider before the refunded amount becomes available.

Actual processing times may vary depending on the payment method and financial institution.

If you have questions about the status of an approved refund, please contact our customer support team.

We aim to provide clear information throughout the refund process.

7. Original Shipping Charges

Original shipping charges are generally non-refundable for returns requested due to personal preference, a change of mind, or an ordering mistake.

For confirmed damaged, defective, or incorrectly shipped products, applicable original shipping charges will be considered as part of the resolution.

Refund amounts will be determined according to the circumstances of the request and applicable consumer protection requirements.

Where a full refund of shipping charges or other remedies is required by applicable law, those requirements will apply.

8. Exchanges and Replacements

If you wish to exchange a product, please contact our customer support team before arranging a return.

Exchange availability may depend on the product, selected variation, and current availability.

For damaged, defective, or incorrectly shipped items, we will review the situation and determine the available replacement or refund options.

If a direct exchange is unavailable, customers may need to return an eligible item and place a new order.

We aim to provide straightforward instructions and help customers understand the options available for their request.

9. Order Cancellations

If you need to cancel an order, please contact us as soon as possible at [email protected].

We will review whether cancellation is possible before the order has been dispatched.

If the order has already been shipped, cancellation may no longer be available.

In this situation, eligible products may be returned after delivery according to the conditions outlined in this policy.

If an order is successfully canceled before dispatch and payment has already been collected, an appropriate refund will be arranged.

We encourage customers to check their order details carefully before completing payment.

10. Product Compatibility and Usage

SmartNivo offers phone cases, phone stands and holders, and phone straps and lanyards.

Some products are intended for particular phone models, dimensions, attachment methods, or usage conditions.

Before purchasing, please review:

Supported phone models and compatibility information
Product dimensions and materials
Available colors and variations
Installation and attachment requirements
Included components and accessories
Usage and care instructions

A phone case or other accessory may not be suitable for every device.

Customers should ensure that the selected product matches their intended device and application.

If you have questions about compatibility, please contact us before purchasing.

Where a product is materially different from its description or has a confirmed defect, customers may request an appropriate resolution under this policy and applicable law.

11. Additional Assistance

At SmartNivo, we understand that every return request may involve different circumstances.

Our aim is to review customer concerns fairly, communicate the relevant procedures clearly, and provide practical assistance when an issue occurs.

We encourage customers to contact our support team if they are uncertain about return eligibility, product compatibility, refunds, or replacement options.

Nothing in this policy excludes or limits mandatory consumer rights or remedies available under applicable law.

12. Contact Information

If you have questions about returns, refunds, exchanges, damaged products, or order cancellations, please contact us using the information below.

BRAND: SmartNivo

LEGAL COMPANY NAME: Shenzhen Shenchuang Xinyuan Network Technology Co., Ltd.

OWNER / REPRESENTATIVE: Zhu Defa