Refund policy
If you wish to get in touch with us please send an email to: shop@smartshake.com, we will answer all inquiries by e-mail in order to give our customers the quickest service possible.
Our Customer Service is available Monday through Friday 10:00 to 15:00. You can also find reply to the most common questions under the FAQ.
Prices and payment methods
All our prices are listed including tax. At checkout, you can see the final price including tax, shipping cost and any discounts. Ordering and paying at Smartshake is safe and easy. These are the payment methods we offer:
KLARNA FAKTURA (ONLY AVAILABLE IN SWEDEN)
If you don't want to pay with your card or online bank, you can choose to receive an invoice through Klarna.
CARD PAYMENT
You can always feel safe shopping at Smartshake. We work with Stripe, one of the world's leading providers of online payment services. We accept VISA, MasterCard and American Express. Stripe guarantees a fast and secure payment, over a safe, SSL-certified encrypted connection.
PAYPAL
Pay quickly and safely by using PayPal. You can choose to pay from your PayPal balance, or through a debit or credit card associated with your PayPal account. The recipient of your payment will never see your credit card number or banking details.
Each completed and approved order will automatically generate an order confirmation. The most common reason for not receiving an order confirmation is accidentally entering an incorrect email address, or the confirmation automatically being sorted into the Spam folder.
Shipping and delivery
At Smartshake, you always have the option of free shipping when your order exceeds free shipping rate. Please note that local postal service providers may have limited opportunities for delivery, affecting your shipping time. Below, you'll find a list of the shipping methods that Smartshake provides. Please note that beyond the shipping time listed here, another 1-2 days might be added in your delivery time to allow for our storage facility to prepare your order.
| PostNord | FedEx Connect/Bring | FedEx Priority | Free Shipping over | |
|---|---|---|---|---|
| Sweden | 49 SEK | 499 SEK | ||
| Finland | 5,99 EUR | 99 EUR | ||
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| Rest of the world | 14,99 USD |
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As soon as your order leaves our storage facility, you will receive a confirmation email, containing a tracking link (if applicable). Each completed and approved order will automatically generate an order confirmation. The most common reason for not receiving an order confirmation is accidentally entering an incorrect email address, or the confirmation automatically being sorted into the Spam folder.
Important note: Remember to retrieve your package in time. if the package returns to us as an uncollected order, we reserve the right to send you an invoice of 14.99 EUR/USD 14.99/149 SEK to cover fees and administrative costs.
When delivering outside of the European Union, the customer is responsible for any costs added to the order upon entry in the country, such as customs and VAT.
Returns
You have the right to return your purchase until 30 days after receiving your order, provided you have not used the product or opened the product package and that it is returned in an undamaged condition. When returning the product, you must provide the cost of shipping. Please note that it must be sent as a business package, we are not able to retrieve parcels from post offices, if the package goes to a post office it will be returned to you as a sender.
If you’re shopping from a country other than Sweden, you must pay the cost of shipping yourself in case of returns or exchanges (you need to send it as a business package), with the exception of mis deliveries or any damages upon delivery.
When handling returns, we apply the Swedish Consumer Sales Act of Sweden.
Please note that we are not able to retrieve parcels from post offices, if the package goes to a post office it will be returned to you as a sender.
The return package must be handed in to a post office, it must not be placed on the mailbox. If you put your return package on the mailbox, we cannot initiate an investigation / complaint if the package has been damaged during transport. In such cases, we unfortunately cannot refund the order amount to you.
If you want to return your order, first send an email to shop@smartshake.com including the word “return” in the subject line, describing what you want to return. Place a note with your order number, your name, and reason for returning in the package and send it to:
Smartshake AB
Järnmalmsgatan 2
SE-721 32 Västerås
Sweden
When we have received your return and it is approved, the money will be returned to your account as soon as possible.
Complaints
You have the right to a 36-month complaint period under the Consumer Sales Act. This means that you can either get a price reduction, have your item replaced, repaired, or get your money back, whichever you get depends on the situation.
Damage to the product caused by customer error is not covered by the right of complaint. In the event of a complaint concerning defects or missing goods, Smartshake must be notified within a reasonable time after you have received the goods. In this case, two months is considered a reasonable period, unless otherwise agreed.
Please note that since we use the material TPE, discoloration may occur. Therefore, discoloration is not accepted as a reason for complaint.
How do I proceed?
Start by sending an email to shop@smartshake.com stating your name, address, email address, order number and receipt if the product was purchased through a retailer. Describe the problem/defect and attach at least two pictures - one of the defect and one of the whole product. This will allow us to assess both the problem and the condition of the product.
We will pay the return freight for accepted complaints if it is considered reasonable. You should always contact us before returning the goods on your own, so that we can rectify the problem. Should you wish to return a broken item, we will send a return label to your email. Send the item to:
Smartshake AB
Järnmalmsgatan 2
SE-721 32 Västeras
SWEDEN
