Refund policy

Refund Policy

We offer a 30-day returns policy, meaning you have 30 days from the date you receive your item to request a return.

To qualify for a return, the item must be in the same condition as received, unworn or unused, with all tags attached and in its original packaging. Proof of purchase will also be required.

To begin a return, please contact us at hello@smarttrace.org.uk Returns should be sent to: Data Candy (UK) Ltd, 108 Office, 372 Old Street, London EC1V 9LT, United Kingdom.

If your return is approved, we will provide a return shipping label along with instructions on how to send your item back. Returns sent without prior approval will not be accepted.

If you have any questions regarding a return, you can contact us at hello@smarttrace.org.uk

Damages and issues
Please check your order as soon as it arrives. If your item is faulty, damaged, or incorrect, contact us immediately so we can assess the issue and resolve it.

Exceptions / non-returnable items
Certain items cannot be returned, including perishable goods (such as food, flowers, or plants), custom or personalised items, and personal care products. We also do not accept returns on hazardous materials, flammable liquids, or gases. If you are unsure, please contact us before requesting a return.

Sale items and gift cards are non-refundable.

Exchanges
The quickest way to exchange an item is to return the original item and place a new order once your return has been accepted.

European Union 14-day cooling-off period
If your order is delivered within the European Union, you have the right to cancel or return your order within 14 days for any reason, without justification. Items must still be returned in their original condition, unused, with tags and packaging, along with proof of purchase.

Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved. If approved, the refund will be issued to your original payment method within 10 business days. Please note that it may take additional time for your bank or card provider to process the refund.

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at hello@smarttrace.org.uk