Returns

SMARTIFY SHOP RETURNS POLICY

SMARTIFY Shop is a global multi-seller arts and heritage marketplace with every order helping directly support our museum and gallery partners. We offer a collection of hand picked products from different partners around the world. As a marketplace we don’t hold stock, so when an order is placed with us, the product gets shipped from the museum itself. Throughout this policy, we refer to our museum partners as our “Retailers”. Nothing in this policy affects your statutory rights – more information about these can be found in our Terms and Conditions of Sale.

HOW DO I RETURN AN ITEM?

If you want to return a product, you will need to inform SMARTIFY Shop directly, rather than the Retailer. Please email us at support@smartify.org.uk with your order number as well as the reason for your return. Our customer services team will review the return request and, if approved, send further instructions and where the products will need to be sent. You have 14 days from the date the product is delivered to inform us of your desire to return it, and then a further 14 days from the date you notify us to send back the product. You must inform us that you are returning an order before doing so.

To be eligible for a return, your product must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Unfortunately, our Retailers will not be able to accept any products that fail to meet these criteria. If the condition of the product shipped back to our Retailers is not in an acceptable condition, we reserve the right to not refund. Products that have been personalised cannot be refunded.

If the Retailer offers free returns, details of this will be included in the packaging originally sent to you. If the Retailer does not offer free returns, you are responsible for packaging up the product and posting it back at your own cost. In this instance, we recommend sending with signed-for delivery and obtaining proof of postage.

You are responsible for any product being returned until it arrives back with the Retailer.

Any delivery costs or import taxes you may have had to pay to receive an product cannot be refunded by us upon the return of that product.

It is your responsibility to fill out any customs declaration form correctly. When filling in the customs declaration form, please consult with your post office personnel how to declare a return exempt from import duties. Otherwise, the Retailer may be charged customs import taxes, which they will deduct from your refund amount.

HOW LONG IS THE RETURNS PROCESS?

Processing returns may take up to 28 days from the day our Retailer receives and reviews your return. We will notify you of the status of your refund once it is updated.  In most cases, a full refund will be credited for defective products. Please note that original shipping costs are not refundable unless the delivered product is faulty.

WHEN WILL I RECEIVE MY REFUND?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 28 business days of receipt of the returned product or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

HOW DO I CHANGE OR CANCEL MY ORDER?

Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm if the modification has been made. Please note that any orders that have already been packed or shipped cannot be modified or cancelled. In the event that the shipment has not been processed, the cancellation of the order must be made within less than 1 hour after the order is placed. If the shipment is in processing even though less than an hour has passed, it cannot be cancelled.

HOW DO I MAKE AN EXCHANGE?

Most of our Retailers allow exchanges, although some only offer a return and refund. If you wish to make an exchange, please contact support@smartify.org.uk.

FURTHER QUESTIONS?

Please contact us if you have any questions about returns or cancellations that we haven’t answered, or email us support@smartify.org.uk.

MODEL CANCELLATION FORM

You may complete and return this form to support@smartify.org.uk if you wish to withdraw from the contract in place as a result of your purchase from the SMARTIFY Marketplace.

To SMARTIFY CIC of 12 Frobisher Road, London N8 0QS, United Kingdom (support@smartify.org.uk),

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate