Returns

We want you to be satisfied with your purchase. If you are not completely satisfied, you can return your order according to the applicable legal rules. Below you will find all the details about our return policy and your rights as a consumer.

Right of withdrawal

According to European legislation, you as a consumer have the right to cancel your online purchase within 14 days of receipt without giving any reason. This is called the right of withdrawal. After cancellation, you have 14 days to actually return the product.

Conditions for return

To make use of your right of withdrawal, the following conditions apply:

  • The product must be returned unused and in its original packaging.

  • Products that are sealed and whose SEAL has been broken (such as hygiene products) cannot be returned.

  • Customized or personalized products are excluded from the right of return.

Cost of return

The costs of the return shipment are for the account of the consumer, unless otherwise agreed. This means that you are responsible for the costs of the return shipment. SmartSapiens is not liable for packages that are lost during shipping.

Refund

After receiving and checking the return shipment, we will refund the purchase amount within 14 days via the original payment method.

Are the original shipping costs reimbursed?

Yes, the initial shipping costs will only be refunded if you return the entire order. If you have only returned part of the order, the shipping costs will not be refunded. This is in line with the European rules for online purchases.

How do you return a product?

  1. Send us an email within 14 days of receipt to report the return.

  2. Pack the product carefully in its original packaging. 

  3. Send the package back to the specified return address with your details and order number

  4. Keep the shipping receipt until the return is processed.

Exceptions to the right of return

Some products and services cannot be returned:

  • Digital products or downloads.

  • Services such as (online) workshops whose implementation has already begun with your consent.

  • Damaged or used products that can no longer be sold as new.

Warranty & Defective Products

Have you received a defective or wrong product? Please contact our customer service as soon as possible. You are legally entitled to a good product and a warranty period. We will provide a suitable solution, such as replacement or refund.

Contact & Questions

Do you have any questions about our return policy? Contact us via hello@smartsapiens.com, we are happy to help you!