Refund policy
1. Our 30-Day Money-Back Guarantee
We want you to sleep better with complete peace of mind. Smart Whim offers a 30-day money-back guarantee on all physical products — you have 30 days from the date of delivery to start a request.
How we handle it depends on the reason. Please find your situation below.
2. If your product arrives damaged or faulty
We take full responsibility, and in most cases you will not need to post anything back to us. Email support@smartwhim.com with:
- Your order number
- Photos of the fault
- A short video (15–30 seconds) showing the issue, with the shipping label on the original packaging clearly visible
The video lets our technical team confirm the fault straight away. That is what allows us to send your replacement without waiting for the damaged item to travel back to us. Once verified, we will arrange a free replacement or a full refund — at no cost to you, return postage included.
Nothing in this policy affects your legal rights.
3. If you have changed your mind
If the product works as described but is not for you, the guarantee still stands:
- The item must be returned in its original packaging, in as-new condition
- Return postage is arranged and paid by you, with a tracking number
Once we receive and inspect the item, we will refund the product price to your original payment method.
4. Digital Products (E-books, Audio Files, PDF Guides)
Digital products are delivered instantly. At checkout you agree to immediate access and, in doing so, waive the standard cancellation period — so digital products cannot be returned simply because you change your mind.
This does not affect your legal rights. If a file is faulty, will not open, or is not as described, contact support@smartwhim.com and we will put it right — by re-sending or repairing the file, and by refunding you if we cannot.
Guarantees on physical products are separate. Where a digital product is included free with a physical order, downloading it does not affect the money-back guarantee on that product. The digital files remain yours, and nothing is deducted from your refund.
5. Lost or Delayed Shipments
If your order has not arrived within our stated delivery time-frame, please let us know. If the carrier confirms the package as lost, we will send a replacement or refund you in full, at no extra cost.
6. How to Start a Return
Email support@smartwhim.com. Please do not send anything back before we have confirmed — items returned without authorisation take much longer to process.
Once approved (or once we have received and inspected a change-of-mind return), we will process your refund straight away. It reaches your original payment method within 7–10 business days. Your bank or card issuer may take a little longer to show it.