Returns & Refunds

What is SmartHub New Retail Tech Limited’s return policy？

Please refer to the following details to understand Smart New Retail’s return policy.

I. No-Questions-Asked Returns

1、If you purchase products through Smart New Retail’s online channels (excluding certain special items), you may return the items within 7 days for any reason, provided that:

• The product remains in its original condition (unused, unwashed, with tags intact) and is resalable;
• The return period is calculated as follows:

Online purchases: Starts from the day after the delivery date (i.e., the date of signing for the package).

In-store purchases: Starts from the transaction date printed on the receipt.

Note: Returns must be processed through the original purchase channel. Returns requested after 7 days will not be accepted (unless the item is defective due to quality issues).

2、Non-returnable items:

Customized products from Smart New Retail.

• Products related to personal hygiene and health (e.g., underwear, select swimwear, etc.).
  These items cannot be returned unless they have quality defects. Please refer to the product page for specific details.

Restrictions on No-Questions-Asked Returns

A. Returns within the specified no-questions-asked return period are subject to the following restrictions. The returned item must:

• Remain in its original purchased condition
• Be eligible for resale

Specifically, the following three requirements apply:

1.The product must be undamaged and unused, meaning:

• No scratches, abrasions, cracks, signs of use, or disassembly
• No stains, washing, or alterations
• Original tags/labels/certifications must be intact and unremoved
• The product must retain its original quality and functionality

2.The original manufacturer’s packaging must be complete.

• “Original packaging” refers to the producer’s packaging (excluding any additional boxes/bags added by Smart New Retail or logistics providers).

3.All included accessories must be present, such as:

• RFID/NFC tags
• Shoebox protectors
• Complimentary gifts bundled with the order

B. For illustrative examples of return qualification criteria, please refer to “What Returns Meet Smart New Retail’s Standards?”

C. For online purchases:

• If returned items fail to meet the above requirements, we reserve the right to reject the return request.
• The customer shall bear all associated return shipping costs.

D. Customized products from Smart New Retail are excluded from the 7-day no-questions-asked return policy.

• You may only return customized items if:
  (a) They arrive defective, or
  (b) They materially differ from your order specifications.
• Refer to “Defective Product Return Requirements” for details.

II. Defective Product Returns

If you believe a product is defective, you may request a return, provided the item meets the following requirements:

Footwear:

• Return Window: Within 90 days of delivery.
• Acceptable Defects:
  • Severe issues not caused by misuse or improper care, including:
    • Separation of soles/uppers, broken soles/heels/uppers/toe caps
    • Mismatched pairs (unworn), size discrepancies
• Note: Returns for quality issues beyond 90 days cannot be accepted.

Apparel & Gear:

• Return Window: Within 30 days of delivery.
• Acceptable Defects:
  • Non-user-induced quality flaws, such as:
    • Broken zippers, detached accessories
    • Severe seam splits (unworn), obvious stains/damage
• Note: Returns for issues beyond 30 days cannot be accepted.

Smart New Retail Wearable Devices:

• First Step: Contact customer service for troubleshooting and setup assistance before initiating a return.

Products with Electronic Components (e.g., motors, batteries, chargers in footwear/apparel):

• Return Window: Within 1 year of delivery for non-user-induced electronic defects.
• Note: Electronic-related returns beyond 1 year cannot be accepted.

III. Returns for Air Cushion (and Related) Products

Due to the unique design and construction of air cushion (and related) products, as well as current technical limitations, we are unable to provide repair services for air cushion ruptures.

Out of Warranty or Misuse:
For air leakage caused by improper use or occurring after the warranty expires, we are not liable for repairs or replacements as per national regulations.

Within Warranty Period:
If the product experiences non-user-induced air leakage during the warranty period, we will offer a replacement or refund in accordance with our return policy.

IV. Other Non-Returnable Situations

Returns will not be accepted under the following circumstances:

1. Damage caused by customer disassembly, self-repairs, or intentional destruction.
2. Damage due to improper wear or use.
3. Lack of valid proof of purchase (e.g., receipt/invoice).
4. Products not sold by Smart New Retail.
5. Customized products or hygiene-related items (e.g., underwear, select swimwear).
6. Cases where legal regulations exempt warranty obligations.
7. Products explicitly marked as “non-returnable” at purchase or prohibited by law.

* Important: Safeguard your account and order details—do not disclose them to others.