SSMarT — Refund & Returns Policy

Last updated: 23 July 2026

At SSMarT we want you to be completely happy with your order. This policy explains how to cancel, return an item, and get a refund. It sits alongside — and does not affect — your statutory rights under UK consumer law.

1. Your right to cancel (14-day cooling-off period)

If you are based in the UK, under the Consumer Contracts Regulations 2013 you have the right to cancel your order within 14 days of receiving your item(s), for any reason. To cancel, email us at support@ssmart.io with your order number. Once you've told us, you have a further 14 days to send the goods back, and we'll refund you within 14 days of receiving the item (or your proof that it's been sent).

2. 30-day returns for a change of mind

Beyond the statutory cooling-off period, we're happy to accept returns for up to 30 days from delivery if you've simply changed your mind. To qualify, items must be:

• unused and in the same condition you received them,
• in their original, undamaged packaging with any seals intact, and
• accompanied by proof of purchase (order number or receipt).

3. Faulty, damaged, or incorrect items

If your item arrives faulty, damaged, or not as described, you're protected by the Consumer Rights Act 2015. Contact us within 30 days of delivery and you can choose a full refund, replacement, or repair. Please include your order number and a photo of the issue — it helps us sort it out quickly. We cover the return shipping cost for faulty, damaged, or incorrect items.

4. How to start a return

Email us at support@ssmart.io with your order number and the reason for your return. Please don't post anything back before contacting us — our products ship from a network of suppliers, so we'll give you the correct return address and instructions for your specific order. Items sent back without prior contact may be delayed or not received.

5. Return shipping costs

• Change-of-mind returns: you're responsible for the return postage. We recommend a tracked service, as we can't refund items that don't reach us.
• Faulty, damaged, or incorrect items: we cover the return shipping cost.

6. Refunds

Once we've received and inspected your return, we'll email to confirm the outcome. Approved refunds go back to your original payment method within 5–10 business days. Your bank or card provider may take a little longer to post it. Original delivery charges are non-refundable, except where the item was faulty, damaged, or incorrect.

7. Items we can't accept back

For hygiene and safety reasons, we're unable to accept returns of:

• in-ear headphones or earphones once the hygiene seal has been opened,
• items that have been used, damaged, or altered after delivery (unless faulty), and
• gift cards.

This does not affect your rights if an item is faulty.

8. Exchanges

The quickest way to get a different item is to return the original under this policy and place a new order once your refund is confirmed.

9. Late or missing refunds

If you're expecting a refund and haven't received it, first check with your bank or card provider, as processing can take a few days. If you've done that and still haven't received it, email us at support@ssmart.io and we'll help.

10. Contact us

SSMarT Email: support@ssmart.io