Order & Returns Policy

Returning a new product in its original packaging is easy! Simply email us, and we’ll provide you with the return address.

If your item is new but the packaging is opened, or if it’s used or defective, don’t worry—we’re still here to help. Please contact us first to get approval for your return at: team@shmaplex.com

Standard Return Policy

We offer a refund on all new and unused products within 7 days of delivery. Returning a product in its original packaging is typically straightforward. Just email us, and we’ll guide you through the return process.

For items that are opened, used, or defective, please reach out for return approval first at team@shmaplex.com. In very rare cases, a 15% restocking fee may apply for returns that require exceptional handling. Please note that the original shipping cost is non-refundable.

We understand that life happens, and if you’re outside the 7-day return window, we still encourage you to contact us. Let us find a solution that works for you!

Claims for Damaged Packages

If your order arrives damaged due to shipping, contact us immediately. Customers with damaged packages can file a claim directly with us. In most cases, we may request that the damaged items be sent back to us for verification. We may also ask for photos of the damaged items for inspection purposes to help us process your claim more effectively.

Claims for Lost Packages

If you haven’t received your order and suspect it might be lost, please contact us. All packages shipped by Shmaplex are insured for 100% of their value. If your package is confirmed lost, we’ll either replace it or issue a full refund.

Please Note: Shmaplex is not responsible for return shipping fees or any charges related to sending items back.

Returns Instructions

1. Contact Customer Service: Email our helpful customer support team at team@shmaplex.com with your order number, the item number you wish to return, a brief description of the reason for return, and your preferred refund method.
2. Approval: Once your return is approved, we will provide you with instructions for mailing the package back to us.
3. Packaging: Package the items securely using filler material to prevent damage during shipping.
4. Shipping: Ship the package back to us using the address provided on the return instructions. Please ensure that all returns are sent with tracking to avoid any issues.
5. Refund: Once we receive and process your return, we will notify you by email. Please allow 1-3 business days for the refund to be applied to your account.

Additional Notes

• If you choose to refuse delivery of your package, we will deduct the original shipping fee and the return shipping cost from your refund once the package is returned to us.
• For packages that arrive damaged, Shmaplex may require photographs of the damaged items for verification.
• Shmaplex does not accept returns for products containing hazardous materials like lithium polymer batteries or items that cannot be shipped due to legal restrictions.
• We are not liable for any damages that occur during the return shipping process. Please ensure that all items are properly packed to avoid issues.
• Any customs duties, fees, or taxes associated with returning items are the customer’s responsibility.
• Warranty service or replacement eligibility is determined at Shmaplex’s discretion and requires proof of purchase.

 

For more help please contact:  team@shmaplex.com. You will receive a reply within 24 working hours.

Additionally, reach us via:

Instagram - @shma.plex