At Smarty NeuWert , we are convinced that buying a refurbished device is good for the planet and for your wallet. But we also know that choosing a product without seeing it in person can sometimes feel like a leap into the unknown. That is why we offer you total freedom : if you change your mind, you can return your item, without needing to provide a reason eco-friendly free of charge, for 30 days.
1. Cooling-off period (30 days)
You have a 30-calendar-day period from the date you receive your parcel to exercise your right of withdrawal. After this period, we will unfortunately no longer be able to accept your return (except in the event of a breakdown covered by the warranty).
2. Return acceptance conditions
For your return to be processed smoothly, the device must reach us in the following condition:
General condition : The device must be in good condition, without any impact, deep scratches, or physical damage. Reasonable use to test the features is, of course, permitted.
Accessories and packaging : Please return all supplied accessories (charger, cable, manual, etc.) in their original packaging where possible.
Reset : Remember to erase all your personal data (accounts, passwords, location) before returning the product. We are not responsible for any data left on devices.
💡 GBod to know: We accept returns even if the product has been switched on and tested for a few days. This is not a reason for refusal, provided the device has not suffered any abnormal wear and tear.
3. Returns are completely FREE
Unlike many other sites, we do not charge any restocking fees and we do not deduct the initial shipping costs from your refund (unless you opted for paid express delivery, in which case only the additional costs may be deducted).
We provide you with a prepaid returns label (shipping label).
You can drop off your parcel at any partner collection point or have it collected from your home.
4. Returns procedure (in practice)
Log in to your customer account on our website.
Go to the "My orders" section and click on "Request a return".
Select the product(s) concerned and optionally provide a reason (optional).
Download and print the prepaid return label that we generate for you instantly.
Carefully pack the device, attach the label, and drop the parcel off at a collection point or with the carrier.
5. Refund
Upon receipt of your parcel, we will carry out a visual and technical inspection within 48 working hours.
If everything is in order, the refund will be issued to the payment method used for the order within 48 TB 72 hours.
You will receive a confirmation email as soon as the transfer has been initiated.
How does it work? (The customer journey)
To give you a clear overview from A to Z, here are the stages of your shopping and returns experience with us:
| Step | Action | Detail |
|---|---|---|
| 1 | Placing an order | Order before 2pm (local time) and we will ship your device the same day. |
| 2 | Fast delivery | Your parcel is delivered within 1 TB 3 working days depending on your location. |
| 3 | Receipt & Testing | You receive your smartphone, computer, or any other device (vacuum cleaner, console, scooter, etc.). You have 30 days to test it in real-world conditions. |
| 4 | Decision | Either you are satisfied → you keep the device and benefit from our 24-month standard warranty (extendable to 36 months). Or you are not satisfied (for any reason whatsoever) → you request your return online. |
| 5 | Free returns | We will send you a prepaid label. You can drop off the parcel without paying a penny. |
| 6 | Inspection & Refund | We check the condition of the device within 48 hours and issue a full refund within 72 hours. |
Important distinction: Returns vs. Warranty
The 30-day return policy falls under the right of withdrawal (change of mind). It is free and requires no reason.
The 24-month warranty (extendable to 36 months) covers hidden defects, hardware failures, and functional faults that may occur after purchase. It does not replace the return policy, but complements it to protect you in the long term.
Do you have a specific question about a return? Our team is available by email or phone from Monday to Friday. We will respond in less than 2 working hours.
At Smarty NeuWert , we know that choosing equipment (smartphone, computer, home appliances, or high-tech) is an investment. TB ensure your purchase is completely stress-free, we offer an ultra-flexible returns policy : you have 30 days to change your mind, at no extra cost eco-friendly without having to provide a reason.
1. Cooling-off period (30 days)
In accordance with the law, but going beyond your statutory rights, we grant you 30 calendar days from the date you receive your parcel to return your product. Whether you have ordered a television, a vacuum cleaner, or a games console, this period applies to our entire catalogue.
2. Conditions for an accepted return
To ensure your return is processed as quickly as possible, please observe the following points:
Product condition : The device must reach us in good condition, without physical damage (dents, scratches, breakage) resulting from mishandling. Normal use to test the product is, of course, permitted.
Accessories and packaging : Return all supplied accessories (cables, remote controls, batteries, manuals) as well as the original packaging, if possible.
Personal data : Remember to reset your connected devices (smartphones, tablets, computers) to remove your accounts and personal data before returning them.
3. Returns are completely FREE
No restocking fees, no deductions from your refund, and no shipping costs for you to pay:
We provide you with a prepaid return label to print from your customer account.
You can drop off your parcel at a partner collection point or opt for a home collection (depending on the carriers available in your area).
4. Step-by-step return procedure
Log in to your customer account on our shop.
Go to "My orders" section and click on "Request a return".
Select the item(s) concerned (a reason is optional).
Download and print the prepaid return label.
Carefully pack your product, attach the label, and drop off the parcel.
5. Refund
Within the 48 working hours following receipt of your parcel, our team will verify the condition of the product.
If the return is compliant, we will refund the full amount (excluding any express delivery costs if you chose a paid option).
The transfer is made to your original payment method within 72 hours. You will receive a confirmation email as soon as the refund is processed.
How does it work? (The 6-step customer journey)
| Step | Action | What happens in practice |
|---|---|---|
| 1 | Placing an order | Order before 2pm and we will ship your parcel the same day (Monday to Friday). |
| 2 | Express delivery | Your parcel is delivered within 1 TB 3 working days depending on your geographical distance. |
| 3 | Receipt & Discovery | You receive your device (smartphone, computer, food processor, etc.). You have 30 days to use it, test it, and make up your mind. |
| 4 | The day of your decision | ✅ You are satisfied → Enjoy your purchase and our 24-month warranty, extendable to 36 months. ❌ You change your mind → No problem, request your return online in 2 clicks. |
| 5 | Return & Shipping | We send you a prepaid label. You don't pay any upfront costs; you simply drop off the parcel. |
| 6 | Inspection & Refund | We check the condition of the product within 48 hours and refund you within 72 hours. It's clear, fast, and hassle-free. |
Return (30 days) vs Warranty (24 months): The difference
To clearly distinguish between the two:
The 30-day return policy is a commercial right of withdrawal : it allows you to change your mind for any reason (colour, size, or if it's simply not the right model). It is free and without reason.
The 24-month warranty (extendable to 36 months) is a legal and contractual warranty : it takes over after the 30 days to cover any manufacturing defects, hardware failures, or hidden defects throughout the normal lifespan of the product.
Have a question about an ongoing return? Our customer service team can be reached by email or phone (Monday to Friday). We commit to responding within 2 working hours.