Refund policy

1. Exchanges & Returns

Our commitment is to provide a clear and transparent return experience. If you purchased a product through our online store and wish to request a return, exchange, or warranty claim, you may do so in accordance with the conditions below.

1.1. Returns Due to Dissatisfaction

Customers may request a return due to dissatisfaction or change of mind within 30 (thirty) calendar days from the date the product is delivered.

To be eligible for a return:

  • The product must not show signs of use, misuse, damage, or alteration;
  • The product must be returned in the same condition in which it was received;
  • All accessories, manuals, components, and other items originally included with the product must be returned;
  • The original product packaging should be included whenever reasonably available and applicable.

A return may be refused if the product is returned used, damaged, incomplete, altered, or otherwise not in substantially the same condition in which it was received.

1.2. Defective Products and Warranty Claims

Products that present a manufacturing defect within 90 (ninety) calendar days from the date of delivery may be eligible for warranty coverage.

To submit a warranty claim, the customer must contact our Customer Support team and provide reasonable evidence of the reported issue.

This evidence may include:

  • Photos clearly showing the defect;
  • A video demonstrating the issue;
  • Photos of the product;
  • Photos of the product packaging, when reasonably available;
  • Photos of the shipping label or external shipping package, when reasonably available and relevant to the claim.

Providing the external shipping package or shipping label is not mandatory when it is no longer reasonably available, unless such evidence is necessary to investigate damage that occurred during transportation.

Our Customer Support team may request additional information when reasonably necessary to evaluate the claim.

1.3. Warranty Review Period

Once all reasonably required information has been received, the warranty review may take up to 10 (ten) calendar days.

The review period may be extended when additional information, carrier investigation, technical analysis, or physical inspection of the product is reasonably required.

1.4. How to Request a Return, Exchange, or Warranty Claim

Before returning any product, the customer must contact our Customer Support team by email.

Our team will provide:

  • Return authorization;
  • The applicable return address;
  • Return instructions;
  • Any additional information necessary to complete the return.

Customers must not return products to any address without prior authorization from our Customer Support team.

The return address may vary depending on the customer's location, the product, the applicable logistics provider, and the circumstances of the return.

1.5. Return Address and Shipping Deadline

The applicable return address and return instructions will be provided by our Customer Support team within up to 10 (ten) calendar days after the return request has been approved.

Once the customer has received the return address and return instructions, the product must be shipped within 2 (two) business days, unless a different deadline has been expressly authorized by our Customer Support team.

1.6. Return Shipping Costs

Unless otherwise required by applicable law, the customer is responsible for all costs associated with returning a product.

These costs may include:

  • Shipping or postage;
  • Carrier charges;
  • Packaging costs;
  • Insurance purchased by the customer;
  • Other expenses associated with the return shipment.

Return shipping costs are non-refundable unless Thinks Smart expressly agrees otherwise in writing or reimbursement is required under applicable law.

Thinks Smart does not provide prepaid return labels unless expressly stated by our Customer Support team or required by applicable law.

We recommend using a trackable shipping service and retaining proof of postage until the return has been completed.

1.7. Returns of Defective Products

For certain warranty claims, our Customer Support team may require the product to be returned for inspection.

If a physical return is required, the customer must send the product to the return address provided by our Customer Support team.

The product should be returned with:

  • All reasonably available components and accessories;
  • The original product packaging, when reasonably available;
  • Any documentation specifically requested by our Customer Support team.

Unless otherwise required by applicable law, the customer is responsible for the cost of shipping a defective product to the designated return address for inspection.

Return shipping costs for defective products are not automatically reimbursed unless:

  • Thinks Smart agrees to reimburse them in writing; or
  • Reimbursement is required under applicable consumer protection law.

1.8. Inspection of Returned Products

Once the returned product is delivered to the designated return location, it will be inspected to confirm that it complies with the applicable return or warranty conditions.

After inspection, the customer will be notified whether the return, exchange, or warranty claim has been approved or rejected.

If approved, the customer may be entitled to one of the following remedies, depending on the circumstances:

a. Exchange for another eligible product available in inventory;
b. Replacement of the defective product; or
c. Refund of the eligible amount paid for the product.

The available remedy may depend on product availability, the nature of the issue, applicable law, and the circumstances of the return.

1.9. Returns Lost or Damaged in Transit

Customers are responsible for ensuring that the returned product is properly packaged and sent to the exact return address provided by our Customer Support team.

Thinks Smart is not responsible for return shipments that are:

  • Lost by the return carrier;
  • Sent to an incorrect address;
  • Misdelivered;
  • Damaged due to insufficient packaging;
  • Otherwise not successfully delivered to the designated return location.

For this reason, we strongly recommend using a trackable shipping service.

1.10. Orders Already in Transit

Cancellation or withdrawal requests submitted after an order has already been dispatched cannot always be processed before delivery.

If the order cannot be intercepted or canceled while in transit, the customer may be required to wait until the product is delivered and then follow the applicable return procedure described in this policy.

Nothing in this section limits any cancellation or withdrawal rights that cannot legally be restricted under applicable law.

2. Refunds

2.1. Refund Eligibility

Refund eligibility depends on the type of return.

For returns due to dissatisfaction, the request must be submitted within the applicable 30-day return period.

For defective products, warranty claims may be submitted within the applicable 90-day warranty period.

A refund will generally only be issued after:

  • The return request has been approved;
  • The returned product has been delivered to the designated return location, when a physical return is required;
  • The product has been inspected;
  • The applicable return conditions have been satisfied.

2.2. Condition of Returned Products

For returns due to dissatisfaction, the product must:

  • Be unused;
  • Be in substantially the same condition in which it was received;
  • Include all reasonably applicable accessories and components;
  • Include the original product packaging when reasonably available and applicable.

For defective products, normal use necessary to identify or demonstrate the defect will not automatically make the product ineligible for a warranty claim.

2.3. Return Shipping Costs

Unless otherwise required by applicable law, all costs associated with returning the product are the responsibility of the customer.

Return shipping costs, packaging expenses, carrier fees, insurance charges, and similar expenses incurred by the customer are not included in the product refund.

Any original shipping amount paid as part of the purchase will be handled in accordance with the terms presented at checkout, this policy, and applicable law.

2.4. Refund Processing Time

Once a refund has been approved, Thinks Smart will process the refund within up to 3 (three) business days.

The refund will generally be issued to the original payment method used for the purchase.

After Thinks Smart processes the refund, additional processing time may be required by the customer's:

  • Bank;
  • Credit card issuer;
  • Payment processor;
  • Digital wallet provider.

These third-party processing times are outside our direct control.

2.5. Refund Notification

Once the returned product has been received and inspected, when applicable, we will notify the customer regarding the status of the return.

The customer will be informed whether the refund has been:

  • Approved;
  • Partially approved, when legally and contractually applicable; or
  • Rejected.

If approved, the applicable refund will be processed in accordance with this policy.

2.6. Non-Returnable and Non-Refundable Products

Certain categories of goods may not be eligible for return or refund for health, safety, hygiene, regulatory, or other reasons permitted by applicable law.

These may include:

  • Perishable goods;
  • Food;
  • Flowers;
  • Newspapers or magazines;
  • Intimate or personal hygiene products;
  • Sanitary goods;
  • Hazardous materials;
  • Flammable liquids or gases.

Any applicable restriction will be subject to mandatory consumer rights and applicable law.

Products that arrive defective, damaged, or otherwise subject to non-waivable consumer rights will be handled in accordance with applicable law regardless of the general exclusions above.

2.7. Late or Missing Refunds

If an approved refund has not yet appeared in your account, please:

  1. Check your bank account again;
  2. Contact your credit card company or payment provider;
  3. Contact your bank to confirm whether the refund is still being processed.

Financial institutions may require additional processing time before a completed refund appears in your account.

If you have completed these steps and still have not received an approved refund, please contact our Customer Support team using the contact information available on our website.

2.8. Refunds to the Original Payment Method

Approved refunds will generally be issued to the original payment method used to place the order.

If the original payment method is no longer available, our Customer Support team may provide alternative instructions when permitted by our payment provider and applicable law.

2.9. Exchanges

When an exchange is approved, availability will depend on current inventory.

If the requested replacement product is unavailable, we may offer:

  • Another eligible product;
  • Store credit, when accepted by the customer and permitted by law; or
  • A refund in accordance with this policy.

2.10. Applicable Law and Mandatory Consumer Rights

Nothing in this policy is intended to exclude, waive, restrict, or reduce any consumer right that cannot legally be excluded or restricted.

Where applicable consumer protection laws require Thinks Smart to:

  • Cover return shipping costs;
  • Provide a prepaid return label;
  • Reimburse return-related expenses;
  • Accept a return;
  • Provide a replacement;
  • Issue a refund;
  • Apply a longer return or warranty period;

those mandatory legal requirements will prevail over any conflicting provision of this policy.

3. Contact Us

To request a return, exchange, refund, or warranty review, please contact our Customer Support team before sending any product.

Thinks Smart
Sobreira Digital LLC
7345 W Sand Lake Rd
STE 210, Office 1071
Orlando, Florida 32819
United States

Email: support@thinkssmart.com