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Return Policy

Return Policy

1. Right of Withdrawal

The customer has the right to withdraw from the contract within 14 days from the date of receipt of the product, without providing a reason.

To exercise the right of withdrawal, the customer must notify the seller via email or the return form available on the website.

The withdrawal period is considered respected if the customer sends a notice of withdrawal before the 14-day period expires.


2. Conditions for Product Returns

The customer may return the product under the following conditions:

  • the product has not been used or has only been used for the purpose of checking functionality
  • the product is returned in its original packaging
  • all accessories, cables, instructions, and other equipment are included
  • a receipt or other proof of purchase is attached

The seller reserves the right to reduce the refund if the product is returned damaged or incomplete.


3. Return Procedure

To initiate a return, the customer needs to:

  • send a return request to the customer support email address
  • provide the order number and reason for the return
  • after confirmation from the seller, send the product to the return address

The cost of returning the product is borne by the customer, except in cases where the product is defective or incorrectly delivered.


4. Refund

After receiving and inspecting the returned product, the seller will issue a refund within 14 days.

The refund will be processed using the same payment method that was used for the purchase, unless the customer explicitly agrees to a different refund method.

The seller may withhold the refund until the product is returned or until the customer provides proof of shipment of the product.


5. Defective or Damaged Products

If the customer receives a product that is:

  • damaged in transit
  • defective
  • incorrectly delivered

they are required to notify the seller within 48 hours of receiving the shipment.

In that case, the seller will arrange for a replacement of the product or a refund at no additional cost to the customer.


6. Exceptions to the Right of Return

Returns are not possible for products:

  • that are damaged due to improper use
  • that are returned without original packaging and accessories
  • that show signs of significant use


7. Contact for Returns

For any questions related to product returns, customers can contact:

E-mail: [info@smartlock.hr]
Phone: [+385 1 3707 696]
Return address: [UNIS d.o.o., Malešnica 31, HR-10000 Zagreb, Croatia]