RETURNS & REFUND POLICY – SMARTBEE
Last updated: 16.8.2025.
This policy explains cancellations, returns, refunds, card-payment reversals, complaints, and the SMARTBEE product warranty.
Nothing in this policy excludes or limits mandatory rights under applicable law. Consumer rights apply to qualifying consumer purchases; purchases made for business or professional purposes may be subject to different rules. Changes to this policy do not retrospectively reduce rights relating to earlier purchases.
1. ORDER CANCELLATION
If you wish to cancel an order, contact support@smartbee.rs as soon as possible. If the order has already been dispatched, the applicable return procedure may apply. This does not affect any statutory right of withdrawal.
2. RETURNS
Before returning a product, please contact us with your order number or other proof of purchase and product information so we can provide the correct return address and shipping instructions. This request does not make a statutory return dependent on our prior approval or extend any applicable deadline.
Where applicable consumer law provides a 14-day right of withdrawal for distance purchases, consumers may notify us of their decision within 14 days of receiving the goods, without giving a reason, subject to statutory exceptions. Goods must then be returned within the period required by applicable law, generally within 14 days after that notification.
For statutory withdrawals, refunds include the cost of standard outbound delivery where required by law. Refunds are issued within the applicable statutory period, generally 14 days from notification. Where permitted, we may withhold reimbursement until we receive the goods or evidence that they have been returned, whichever occurs first.
Customers bear direct return-shipping costs for non-defective goods only where this was disclosed before purchase and is permitted by law. Necessary return costs for valid claims concerning defective or incorrect goods are borne by SMARTBEE as required by applicable law.
Other returns are subject to the conditions agreed at the time of purchase and applicable law.
3. CONDITION OF RETURNED PRODUCTS
Please return products with their supplied accessories and pack them securely to prevent further damage. Original packaging is preferred where available, but its absence does not automatically invalidate a statutory claim.
For statutory withdrawals, customers may inspect products to establish their nature, characteristics and functioning. Any deduction for diminished value resulting from handling beyond what is necessary for that inspection will be made only where permitted by law and supported by an explanation.
For damaged or defective products, please preserve their current condition and avoid further use where this could cause additional damage.
4. DAMAGED, INCORRECT OR DEFECTIVE PRODUCTS
If a product arrives damaged, is incorrect or appears defective, contact us promptly with your order number or other proof of purchase and a description of the issue.
Please use our website complaint form where possible, or email support@smartbee.rs. We may request clear photographs of the complete product, affected areas and packaging, video where appropriate, or other reasonable information needed to assess the case.
Some SMARTBEE panels contain permanently bonded covers or components that are not designed for user disassembly. Please do not force open, separate, modify, glue or attempt to repair these parts without our instructions.
We may arrange return of the product for inspection. Any assessment of possible impact damage, misuse or unauthorized intervention will be based on the available evidence and applicable law. Physical damage alone does not establish who caused it.
After reviewing the complaint, we will notify the customer of our findings and the proposed next steps. Requests for additional information or inspection do not override mandatory complaint-handling deadlines.
5. CARD PAYMENT REFUNDS
If a purchase was originally paid by payment card, a full or partial refund is processed through the acquiring bank and applicable Visa/Mastercard card network against the original transaction.
Refunds are not ordinarily issued to another card, bank account or alternative payment method. If the original card has expired, been replaced or been closed, the customer should contact the issuing bank regarding receipt of the refund. Any exceptional handling must follow the acquiring bank’s instructions and applicable law.
The time taken for a processed refund to appear on the customer’s statement depends on the banks involved. This does not affect SMARTBEE’s obligation to initiate refunds within applicable legal deadlines or the customer’s statutory payment-dispute rights.
6. REFUSED OR UNCLAIMED SHIPMENTS
If a shipment is refused or remains unclaimed for reasons attributable to the customer, documented and reasonable shipping, return, customs or carrier costs may be deducted from a refund only to the extent permitted by applicable law.
Any deduction will be explained to the customer. No deduction will be made for costs that SMARTBEE must legally bear, including costs arising from our error or a valid defective-product claim. Refusal or non-collection does not by itself necessarily constitute a valid notice of withdrawal.
7. TWO-YEAR WARRANTY
SMARTBEE products include two-year warranty coverage from delivery for manufacturing defects and faults arising under normal use.
This coverage does not exclude or restrict statutory rights concerning defective or non-conforming goods. Any longer mandatory protection remains unaffected.
The warranty does not cover damage caused by misuse, accidental impact, improper handling, unauthorized modifications or unauthorized attempts to open or repair the product, including damage caused by forcibly separating permanently bonded covers or components.
These exclusions apply to damage attributable to those actions. They do not automatically exclude an unrelated manufacturing defect or remove mandatory consumer rights.
Valid claims will be resolved through repair, replacement, price reduction or refund, as appropriate under applicable law and the applicable warranty terms. Where the law gives the customer a choice of remedies, that choice will be respected.
8. COMPLAINTS & CONTACT
For cancellations, returns, refunds, warranty claims or complaints, contact support@smartbee.rs or use the complaint form on our website.
Please include your order number or other proof of purchase, contact details, a description of the issue and your requested resolution.
We will acknowledge receipt and provide a complaint reference. If you do not receive the confirmation email, please check your spam folder and contact us directly. The absence of an automated confirmation does not, by itself, invalidate a complaint that we have received.
We will respond to and resolve complaints within the deadlines required by applicable law. Any extension will be made only where legally permitted and with the customer’s consent where required.
Customers will be informed of the outcome and next steps by email. If a complaint is rejected, we will explain the reasons and provide information about available out-of-court dispute-resolution procedures where required by law.