RETURN AND REFUND POLICY

Effective Date: February 1, 2026

1. POLICY OVERVIEW

This Return and Refund Policy explains the conditions under which customers may return products purchased from the RedefineSmart online store and request refunds, replacements, or exchanges.

This policy is designed to comply with:

Directive 2011/83/EU on Consumer Rights
Directive 1999/44/EC and related EU consumer protection rules on defective goods
EU e-commerce transparency obligations

Customers purchasing goods through the RedefineSmart website are entitled to specific consumer rights regarding returns and refunds, as described below.

2. RIGHT OF WITHDRAWAL (14-DAY EU CONSUMER RIGHT)

Consumers located within the European Union have the legal right to withdraw from a purchase contract within 14 days without providing a reason.

The withdrawal period begins:

on the day the customer receives the goods, or
when a third party designated by the customer receives the goods.

To exercise the right of withdrawal, the customer must inform RedefineSmart of the decision to withdraw from the purchase contract.

Notification must be sent via email to:

info@redefinesmart.com

The notification must clearly state the intention to withdraw from the purchase.

Customers may use a written statement including:

order number
customer name
product being returned
date of receipt

3. EXTENDED RETURN WINDOW

In addition to the legally required 14-day withdrawal period, RedefineSmart provides an extended return window of up to 30 days from the date of delivery for eligible products.

This extended return option allows customers additional time to return products under the conditions described in this policy.

4. RETURN CONDITIONS

To qualify for a return, the following conditions must be met:

the product must be returned within the applicable return period
the item must be unused or only tested to the extent necessary to determine its functionality
the product must be returned in its original packaging where reasonably possible
all accessories, manuals, and components must be included
the item must not show signs of misuse or damage caused by the customer

RedefineSmart reserves the right to reduce the refund amount if the returned product shows signs of excessive handling beyond what is necessary to verify its nature and functioning.

5. PRODUCTS NOT ELIGIBLE FOR RETURN

Certain products may be excluded from the right of withdrawal where permitted by law.

These may include:

products that have been used extensively
items damaged due to improper handling by the customer
products with missing parts or accessories
items returned after the return window has expired

Additionally, specific categories may be excluded where required for hygiene, safety, or technical reasons if clearly stated at the time of purchase.

6. RETURN PROCESS

To initiate a return, customers should follow these steps:

Step 1

Contact customer support via email at info@redefinesmart.com.

Step 2

Provide the following information:

order number
full name used for the order
product name
reason for return (optional but recommended)

Step 3

Customer support will provide instructions for returning the product, including the return address and packaging requirements.

Step 4

Ship the product according to the provided instructions.

7. RETURN SHIPPING RESPONSIBILITY

Unless the product is defective or incorrect, the customer is responsible for the cost of return shipping.

Customers are encouraged to use a trackable shipping service to ensure the safe return of the item.

RedefineSmart is not responsible for returned items lost during transit if tracking is not used.

8. REFUND PROCESS

Once the returned item is received and inspected, the refund process will begin.

Refunds will be issued if:

the returned item meets the return conditions
the product is verified as eligible for refund

Customers will be notified once the return has been processed.

9. REFUND TIMELINES

Refunds will be processed within 14 days after the returned goods are received or after proof of return shipment is provided, whichever occurs first.

Processing time may vary depending on the payment method used.

10. REFUND METHODS

Refunds will be issued using the same payment method used during the original transaction, unless otherwise agreed with the customer.

In the case of Cash on Delivery (COD) orders, refunds may be issued through:

bank transfer
another mutually agreed refund method

Customers may be required to provide bank account details in order to process the refund.

11. EXCHANGES

Customers may request a product exchange instead of a refund where applicable.

Exchange requests may be accepted when:

the product is returned in acceptable condition
replacement stock is available

If the replacement product has a different price, the price difference may be charged or refunded accordingly.

12. DEFECTIVE OR DAMAGED PRODUCTS

If a product arrives defective or damaged, customers must contact customer support within 48 hours of delivery.

Customers may be required to provide:

photographs of the damaged product
photographs of the packaging
order confirmation details

If the defect is confirmed, RedefineSmart will offer an appropriate solution, which may include:

replacement of the product
repair where applicable
full refund

In cases of defective products, return shipping costs may be covered by RedefineSmart.

13. WARRANTY RIGHTS

Consumers may benefit from statutory legal guarantees provided under EU consumer protection law.

If a product develops a defect within the applicable warranty period, customers may be entitled to:

repair
replacement
price reduction
contract termination

Warranty claims must be supported by proof of purchase.

14. INSPECTION OF RETURNS

All returned products are subject to inspection upon arrival at the return facility.

If a returned item:

shows signs of misuse
is missing components
is damaged due to improper packaging

RedefineSmart may refuse the return or apply a partial refund depending on the condition of the product.

15. FRAUD PREVENTION

To protect customers and prevent abuse of return policies, RedefineSmart may investigate unusual return patterns or suspected fraudulent claims.

Accounts engaged in abusive return practices may be restricted or suspended.

16. CONTACT INFORMATION

For return or refund inquiries, customers may contact:

RedefineSmart Customer Support

Email: info@redefinesmart.com

Phone: +852 2815 1306

Address:

Dollar Media Technology Limited李钦明Kam Fone Mansion, 16 KAMFONG STREET, YAU TSIM MONG DISTRICT KOWLOONMong KokHong Kong

Customer Support Hours:
Monday – Friday
09:00 – 18:00 (CET)