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Return Policy

Smart Love Return and Exchange Policy

I. Core Rules

  • Smart Love Eco-Platform Limited does not offer return services. Exchanges are limited to "one-for-one" and only for the same product.

  • The product must be unused and unopened, or free from damage or defects caused by non-human factors, and must retain its complete original packaging (including the outer box) and receipt; otherwise, exchange requests will not be accepted.

Please note: For any maintenance or repair, you must retain the original purchase receipt or online order record. Within one year from the purchase date*, you must bring the receipt or show the relevant online order record to our service centre for testing and replacement. If the purchase receipt or online order record is not provided, our company reserves the right to charge a corresponding service fee. Our company reserves all rights to arrange and make final decisions.

*Based on the date shown on the original purchase receipt or online order record.

II. Product Inspection and Immediate Exchange

  • Upon receiving the product, customers must immediately inspect the ordered item to ensure it is complete and undamaged.

  • If any damage is found, an exchange request should be submitted immediately. After investigation and verification by Smart Love Eco-Platform Limited, an exchange will be arranged. If the requested replacement product is out of stock, our company reserves the right to replace it with another product of the same type, and retains all rights to arrange and make final decisions.

III. Situations Where Exchanges Are Not Accepted

  • The product has been unsealed or used, or damaged due to human factors, such as soiling, malfunction, breakage, wear, scratches, scuffs, stains, cracks, impacts, etc., or improper use (e.g., incorrect power connection, water or contaminants entering the product) or damage caused by natural disasters.

  • The product packaging for exchange is damaged or incomplete, or the receipt or accessories are missing; or the exchange is requested maliciously, in bulk, or for personal reasons.

IV. Exchange Procedure

  1. Submit Application: Please first contact our customer service (see contact details at the end), providing order information, a description of the product issue, and relevant supporting documents (e.g., photos, videos).

  2. Review and Confirmation: Customer service will reply with the review result within 5 working days and guide you on the next steps.

  3. Return the Product: Please return the product to the address designated by customer service, ensuring it is well-packaged and accompanied by the order information. Shipping cost note: For returns not due to quality issues, the return shipping cost shall be borne by the customer. For exchanges caused by quality issues, all shipping costs (both ways) shall be borne by our company (reimbursement can be made with courier receipts).

  4. Inspection and Processing: Upon receiving the product, we will complete the inspection within 7 working days. If it is confirmed to be a quality issue, an exchange will be arranged immediately.

  5. Privacy Security: To protect your privacy, please unbind the device and clear your personal data in the Smart Love APP before returning the product.

V. Important Notes

  • Complete Accessories: When returning the product, please be sure to return all original accessories (packaging box, manual, charger, warranty card, etc.). If any are missing, the corresponding cost will be deducted according to the official website price.

  • Shipping Cost Responsibility: For exchanges/returns due to quality issues, we bear all shipping costs. For non-quality related returns, the return shipping cost shall be borne by you.

  • Refund Method: Refunds will be credited back to your original payment account. The actual arrival time is subject to the rules of the respective payment platform.

  • Governing Law and Company Registration Information: This Return and Exchange Policy and any other relevant terms of service provided by us to you shall be governed by and construed in accordance with the laws of the Hong Kong Special Administrative Region of China. Any dispute arising out of or in connection with this Policy shall first be resolved through friendly negotiations between the parties. If such negotiations fail, the parties agree to submit the dispute to the competent courts of Hong Kong for adjudication. Our company’s registered name is Smart Love Eco-Platform Limited, and our registered address is Unit 9, 8/F, Nan Fung Commercial Centre, 19 Lam Lok Street, Kowloon Bay, Kowloon, Hong Kong.

VI. After-Sales Service Contact Information

  • Service Enquiry: +852 - 2111 3142

  • Purchase Enquiry: +852 - 6023 4729

  • Official Email: cs@smartlove.com.hk

  • Service Hours: Monday to Friday, 10:00 AM – 7:00 PM

Our company reserves the right to amend this Return and Exchange Policy at any time and to make the final interpretation thereof. Any changes will be announced on our official website or App without prior individual notice.