1. Our Commitment
At Smryxellwhral, customer satisfaction is our priority. We want you to be completely satisfied with your purchase. If for any reason you are not satisfied, we offer a straightforward return and refund policy.
Please read this Return Policy carefully to understand your rights and the procedures for returning products.
2. Return Eligibility
2.1 Eligible Returns
You may return products purchased from our Website if:
- The return request is made within 30 days of delivery
- The product is in its original, unopened, and sealed condition
- The product packaging is undamaged and includes all original labels
- You have proof of purchase (order confirmation or receipt)
2.2 Non-Returnable Items
The following items cannot be returned:
- Products that have been opened or used
- Products with broken or tampered seals
- Products purchased more than 30 days ago
- Products not purchased directly from our Website
- Gift cards or promotional items
3. Return Process
3.1 Initiating a Return
To initiate a return, please follow these steps:
- Contact Us: Email us at ask-us@smryxellwhral.world with your order number and reason for return
- Receive Authorization: Wait for our team to review your request and provide a Return Merchandise Authorization (RMA) number
- Package the Product: Securely package the product in its original packaging
- Include Documentation: Include the RMA number and a copy of your order confirmation
- Ship the Return: Send the package to the address provided in your return authorization
3.2 Return Shipping
- Customers are responsible for return shipping costs unless the return is due to our error
- We recommend using a trackable shipping method
- We are not responsible for items lost or damaged during return shipping
- Please retain your shipping receipt and tracking information
3.3 Return Address
Returns should be sent to:
Smryxellwhral
Returns Department
150 Elgin St
Ottawa, ON K2P 1L4
Canada
Please do not send returns without first obtaining an RMA number.
4. Refunds
4.1 Refund Processing
Once we receive and inspect your return:
- We will notify you via email about the status of your refund
- If approved, refunds are processed within 5-7 business days
- Refunds are issued to the original payment method
- It may take additional time for the refund to appear on your statement, depending on your financial institution
4.2 Refund Amount
- Product refunds include the full purchase price of the returned items
- Original shipping charges are non-refundable (unless the return is due to our error)
- Return shipping costs are at the customer's expense
- Partial refunds may be issued for items returned in less than perfect condition
4.3 Late or Missing Refunds
If you have not received your refund within the expected timeframe:
- Check your bank account or credit card statement
- Contact your credit card company or bank, as processing times vary
- If you have done this and still have not received your refund, contact us at ask-us@smryxellwhral.world
5. Exchanges
We currently do not offer direct exchanges. If you wish to exchange a product:
- Return the original product following the return process above
- Place a new order for the desired product
This ensures you receive your new product as quickly as possible.
6. Damaged or Defective Products
6.1 Reporting Issues
If you receive a damaged or defective product:
- Contact us within 48 hours of delivery
- Provide your order number and description of the issue
- Include photographs of the damage if possible
6.2 Resolution Options
For verified damaged or defective products, we will:
- Send a replacement product at no additional cost, or
- Issue a full refund including original shipping charges
We may request that you return the damaged product and will provide a prepaid shipping label in such cases.
7. Incorrect Orders
If you receive an incorrect product:
- Contact us within 7 days of delivery
- Do not open the incorrect product
- We will arrange for return shipping at no cost to you
- The correct product will be shipped once we confirm the error
8. Cancellations
8.1 Order Cancellation
You may request to cancel your order:
- Before the order has been shipped
- By contacting us at ask-us@smryxellwhral.world
8.2 Cancellation After Shipping
If your order has already shipped, you will need to:
- Wait to receive the package
- Initiate a standard return following the process in Section 3
9. International Returns
For orders shipped outside of Canada:
- Customers are responsible for all return shipping costs
- Customers are responsible for any customs duties or taxes on returns
- Refunds will be issued in the original currency of purchase
- Return shipping times may be longer for international returns
10. Consumer Rights
This Return Policy is in addition to your statutory rights as a consumer. Nothing in this policy affects your rights under applicable consumer protection laws in your jurisdiction.
If you are a consumer in the European Union, you may have additional rights under the Consumer Rights Directive, including a 14-day right of withdrawal from the date you receive your goods.
11. Policy Changes
We reserve the right to modify this Return Policy at any time. Changes will be effective immediately upon posting on our Website.
The Return Policy in effect at the time of your purchase will apply to that order.
12. Contact Us
If you have any questions about our Return Policy or need assistance with a return, please contact us:
- Email: ask-us@smryxellwhral.world
- Address: 150 Elgin St, Ottawa, ON K2P 1L4, Canada
Our customer service team is available to assist you Monday through Friday, 9:00 AM to 5:00 PM Eastern Time.