Refund and Returns Policy

Refund and Returns Policy

Last updated: 29 June 2026

Thank you for shopping at SMAGOS. We want you to be happy with your order. This Refund and Returns Policy explains how returns, exchanges and refunds are handled.

  1. Right of withdrawal

If you are a consumer in the European Union, you have the right to withdraw from most online purchases within 14 days of receiving your order, without giving a reason.

To exercise your right of withdrawal, please contact us within 14 days of receiving your order:

Email: sales@smagos.eu

Please include your order number, name, email address and a clear statement that you wish to withdraw from the purchase.

  1. Return conditions

To be eligible for a return, the item must be:

  • Unused
  • Undamaged
  • In its original condition
  • Returned with all included parts and packaging, where possible

Please pack the item securely to avoid damage during return shipping.

  1. Return shipping costs

Unless the item is defective, damaged or incorrect, the customer is responsible for the direct cost of returning the item.

We recommend using a trackable shipping service. SMAGOS is not responsible for returned items lost or damaged during return shipping.

  1. Refunds

After we receive the returned item, or after you provide proof that the item has been sent back, we will inspect the return and process the refund.

Refunds are made using the same payment method used for the original purchase, unless otherwise agreed.

We will refund the product price and the standard delivery cost paid for the original order, where applicable. Additional costs for express delivery or other non-standard delivery options may not be refunded.

  1. Damaged, defective or incorrect items

If your order arrives damaged, defective or incorrect, please contact us as soon as possible at sales@smagos.eu.

Please include:

  • Your order number
  • A description of the issue
  • Photos of the product, packaging and damage, if applicable

If the item is confirmed to be defective, damaged or incorrect, we will offer a suitable solution, such as replacement, repair, refund or another agreed solution. In such cases, return shipping costs will be covered by us where required.

  1. Personalized and custom-made products

Some SMAGOS products may include personalization or be made according to the customer’s specific instructions.

Personalized or custom-made products cannot be returned under the standard right of withdrawal, unless they are defective, damaged or incorrect.

This does not affect your legal rights if the product is faulty or not as described.

  1. Exchanges

If you would like to exchange an item, please contact us at sales@smagos.eu. Exchanges depend on product availability and the condition of the returned item.

  1. Non-returnable items

The following items cannot be returned, unless they are defective, damaged or incorrect:

  • Personalized or custom-made products
  • Products damaged due to misuse or improper handling
  • Products that have clearly been used or damaged after delivery

9. How to start a return

    To start a return, please email us at:

    sales@smagos.eu

    Please include:

    • Order number
    • Full name
    • Email address used for the order
    • Reason for return
    • Photos, if the item is damaged, defective or incorrect

    We will reply with return instructions.

    1. Return address

    Please contact us before sending any return. We will provide the correct return address by email.

    Do not send items back without contacting us first.

    1. Refund processing time

    Once the return is approved, the refund will be processed as soon as possible. The time it takes for the refund to appear in your account may depend on your bank or payment provider.

    1. Consumer complaints

    If you have a complaint about your order, please contact us first at sales@smagos.eu so we can try to resolve the issue.

    We aim to respond to customer requests as quickly as possible.

    If a consumer dispute cannot be resolved directly with us, consumers may contact the State Consumer Rights Protection Authority / Valstybinė vartotojų teisių apsaugos tarnyba (VVTAT) for out-of-court dispute resolution.

    1. Contact

    SMAGOS
    Email: sales@smagos.eu
    Country: Lithuania