Return & Refund Policy

This policy explains what to check when your order arrives, how to report a problem, when SmartDeal replaces a product and when a refund is given. For problems that appear after the return period, see our Warranty Policy.

At a glance

1. Check your parcel at delivery

Where possible, check the parcel in front of the delivery rider. Make sure that:

• it is the product you ordered;
• the size, colour or variant is the one you chose;
• nothing is missing;
• there is no visible damage.

If anything is wrong, contact Customer Support right away (see section 10).

2. Record an unboxing video

Please record a video every time you open a SmartDeal parcel. The video must:

• be one continuous recording, not stopped, cut or edited;
• show the parcel label clearly;
• start when you begin opening the parcel and continue until the product is fully out.

This video is required as proof if you receive a wrong product, an item is missing, the size, colour or variant is wrong, or the product was damaged in delivery.

3. Time limits

• 24 hours to report: tell Customer Support about any problem within 24 hours of receiving the product.
• 7 days from the order date: the return and replacement period is 7 days, counted from the day you placed the order, not from the day it was delivered. Delivery itself can take a few days (see our delivery page).

Most products come with replacement within this 7-day period. After that, the brand or seller warranty applies if the product has one; its period and type are shown on the product page or the warranty card. See our Warranty Policy.

4. When SmartDeal replaces at its own cost

We replace the product at our own cost, and you pay no delivery charge, in these cases:

• Our mistake: you received the wrong product, the wrong size, colour or variant, or an item is missing.
• Damaged in delivery: the product arrived broken or damaged.
• Defective on arrival: the product is faulty or does not work when it arrives.

The problem must be reported within the time limits in section 3, with the unboxing video, and the product must be returned in the condition described in section 6.

If the same product is out of stock, see section 9.

5. Size exchange and change of mind

Size exchange

A size exchange is possible only on products that offer it. If the size you chose does not fit, ask Customer Support for another size within the time limits in section 3. You pay the courier charge for sending the product back and for sending you the new one. The product must be in the condition described in section 6.

If you received a different size from the one you ordered, that is our mistake and section 4 applies.

Change of mind

We do not accept returns or give refunds for a change of mind, for example when you no longer need the product or did not like it once you had it in hand.

6. Condition of a returned product

A product sent back for replacement or exchange must be:

• unused, not washed and not altered in any way;
• with all tags and labels attached and intact;
• in the packaging it came in;
• complete with all accessories, papers, the warranty card and any free gifts that came with it.

Do not put tape on the product's own box.

7. Items that cannot be returned

• Innerwear and personal-hygiene products, unless we sent you the wrong item and it is unused.
• Products burnt or physically damaged after delivery.
• Software and digital products.
• Products bought in a clearance sale.
• Products whose seal or sticker has been removed.
• Accessories that come with a product, such as chargers or adapters, returned on their own.
• Gift or free items.
• Products with scratches or marks, or that cannot be resold for any other reason.
• Compatibility problems with third-party devices, when that compatibility is not a default feature of the product.

8. How to request a return

What to send

Contact Customer Support within 24 hours of receiving the product, by phone, email or our Facebook page (details in section 10), and send:

• your order number;
• a short description of the problem;
• the unboxing video (section 2).

Sending the product back

1. Customer Support reviews your request and tells you how to send the product back.
2. Pack the product with everything listed in section 6.
3. If you send it by courier, send it to our office: Horogram Bazar, Rajpara, Rajshahi.
4. We check the product when it arrives. If it meets this policy, we send the replacement or the new size. If the same product is out of stock, see section 9.

Courier charges: in the cases in section 4 you pay no delivery charge. For a size exchange you pay the courier charge both ways.

If the product does not pass our check

If the returned product is checked and does not meet the conditions in this policy, the return is refused.

9. Refund

When a refund applies

A refund applies when we accept a valid replacement claim but the same product is out of stock. In that case we may offer you an alternative product, store credit or a refund. Refunds are not given for a change of mind (section 5).

How long it takes

The refund is completed within 72 hours after we receive and check the returned product.

How you receive it

Deductions

• Cashback, gifts or offers you received with the order are deducted from the refund, or must be returned.
• The value of a coupon, voucher or gift card used on the order is not refunded.

10. Contact us

For any question about returns, replacements or refunds, contact SmartDeal Customer Support:

• Phone: 01326-052866 (9am to 6pm)
• Email: [email protected]
• Facebook: send a message to our Facebook page
• Office (for returns sent by courier): Horogram Bazar, Rajpara, Rajshahi

See also: Warranty Policy, Delivery, Terms and Conditions, Privacy Policy.

Last updated: 15 October 2026