Return policy【Read Before Ordering】

S.M.S.L Official Store • Global Policy

Return & Refund Policy

Please read the following terms carefully regarding return eligibility, operational procedures, and associated restocking deductions.

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Factory-Sealed & Unopened Condition Requirement

To ensure every audiophile receives 100% brand-new, authentic, and pristine gear, our 7-Day Return Policy (168 hours from delivery confirmation) applies strictly to items that remain Unopened, Unused, and Factory-Sealed with all security seals intact.

⚠️ Please note: Opening the original manufacturer box, breaking adhesive security seals, or any handling that compromises resale capability will void eligibility for return. Our store does not operate a trial/lending service.

📋 Return Procedure & Timelines

Step 1: Written Notice (Within 168 Hours)

Submit a return request to support@smsl.shop within 7 calendar days (168 hours) from the delivery timestamp recorded by the courier. Include your Order Number, Reason for Return, and clear photos confirming all outer box seals are unbroken.
*Note: While our staff is offline on weekends, sending your email within 168 hours locks in your eligibility date.

Step 2: Dispatch Within 3 Business Days

Once our support desk validates your request and issues the authorized return address, you are required to hand the parcel over to a reputable courier within 3 business days and reply to our email with the Valid Tracking Number.

Step 3: Warehouse Inspection & Final Refund

International transit to our designated SMSL inspection facility typically takes 15–30 business days. Upon arrival, our team will verify the seals and original packaging condition. Verified refunds will be issued within 7–10 business days to the original payment method.

💳 Fees, Deductions & Logistics Costs

📦 Restocking & Handling Fee A restocking deduction of 10% to 30% of the total order value will be applied (depending on destination country, parcel dimensions, and warehouse inspection fees).
🚚 Return Shipping Liability All return shipping fees and carrier insurance are the sole responsibility of the customer. Return shipping costs are non-refundable.
• Customs & Import Duties: If local customs or duties were levied by carriers (DHL, FedEx, UPS), customers are responsible for claiming tax refunds directly from their regional customs authority.
• Promotional Clawback: If a return reduces the remaining order total below a tiered promotional or free-shipping threshold, the utilized discount will be revoked and deducted from the refund.

📍 Delivery Authorization & Loss Liability

If a customer chooses or authorizes carrier delivery options such as "Leave at Door", "Safe Drop", or "Authority to Leave (ATL)" without requiring a physical signature, delivery is deemed completed once the carrier marks the parcel as delivered. Any subsequent loss, theft, or weather damage is the full liability of the customer, and our store cannot offer replacements or chargeback compensations for unattended packages.

⚡ Customer Service Commitment: For any inquiries regarding ongoing returns, our engineering desk operates during PST (17:30–01:30), MSK (04:30–12:30), and CET (02:30–10:30) with a 20-minute average response commitment during active hours.