Shipping, Returns & Refunds

Should any delays occur, we will contact the parcel service provider to ensure you are always informed about the status of your delivery. Customer service is very important to us, so we strive to guarantee your satisfaction.

The following table provides information on delivery times. Please note: The number of days refers to working days.

Further information on delivery times to other countries can be found here.

Returns and refunds

At Smarter Surfaces™, we do our best to ensure our customers are completely satisfied with their orders. Should you need to return any merchandise for any reason, please follow the steps below.

Return and refund procedures for Smarter Surfaces™ products:

To ensure your satisfaction, you have the option to return unused and unopened Smarter Surfaces products in accordance with the conditions listed below. Refunds are subject to eligibility verification and the deductions described in this policy.

If you wish to return an order, you must notify us within 14 days of delivery. After confirmation of the return, the products must be sent back to the warehouse within 14 days.

If you wish to do so, please proceed as follows:

- Send an email to kundenservice@smartersurfaces.de stating the reason for the return. Please also include your order number.
- A customer service representative will ask you to return the items to our headquarters. The goods will then be inspected to ensure they are of merchantable condition. Please note that most local postal services do not accept paints and/or liquids, and you may need to return the goods via courier.
- Once it has been confirmed that the goods are in a resalable condition, a refund will be approved in accordance with the refund policy and subject to deductions.

Most of our products can be shipped via standard courier services; however, Smart Whiteboard Paint requires special shipping labels. If you wish to return the product, please contact us so we can provide you with the necessary labels to affix to the box before handing it over to your chosen courier.

If you wish to cancel or change your order after it has been delivered and accepted by you, we cannot accept responsibility for the return shipment. We can only issue a refund after the goods have been returned to us and inspected.

Refund and deduction guidelines

Any approved refund – whether due to order cancellation (before or after dispatch), return (after delivery), or for any other legitimate reason – will be processed via the original payment method used during the purchase transaction.

Please note that the refund amount may be adjusted to account for non-refundable fees incurred by Smarter Surfaces through external payment partners. These may include, but are not limited to, the following fees:

- Payment transaction or processing fees,
- Chargeback or dispute fees,
- Currency conversion or international processing fees,
- Other administrative or payment-related fees incurred at the time of purchase or refund.

These fees are charged by the payment providers and are beyond our control. Therefore, they may be deducted from the total refund amount.

Return shipping costs

Return shipping costs are the responsibility of the customer. Unpaid returns will not be accepted. Note: In the unlikely event that the items are damaged by the shipping company, you can file a claim against the shipping company that delivered the damaged items to you.

Help

Please contact our customer service if you have any further questions regarding our return process.

To avoid misunderstandings, problems and returns, please feel free to contact us at any time if you have any questions regarding our products or the required product quantities.