SHIPPING & RETURNNS POLICY

1. Order Processing
Orders are processed within 1–2 business days after payment. Weekends and public holidays are excluded.

2. Shipping Methods

  • Standard: 7–13 business days

  • Express: 3–7 business days
    Times are estimates and may vary due to customs, couriers, or external events.

3. Shipping Costs
Shown at checkout and paid with the order. If a parcel is unclaimed or refused, shipping and return costs may be deducted from any refund.

4. Customs & Import Taxes
EU: no customs charges.
Outside EU: customer pays all customs duties, taxes, and clearance fees. If refused, resulting costs or losses may be deducted from the refund.

5. Delivery Responsibility
Risk passes to the customer once the goods are delivered. The customer must ensure correct address and someone available to receive the parcel.

6. Failed Deliveries
If delivery fails due to customer error (wrong address, unclaimed, refusal), Smilva may:

  • Resend (customer pays shipping), or

  • Refund minus shipping/return costs.

7. Returns Procedure
Returns must be requested within 14 days (see Right of Withdrawal). Goods must be unused, securely packed, and include order details.

8. Return Costs

  • Our error/defect: we pay return shipping.

  • Customer change of mind: customer pays return shipping + customs if applicable.

9. Refunds
Refunds issued within 7–14 business days after goods are received and checked. Refunds use the same payment method. Deductions apply for goods used beyond normal testing.

10. Exclusions
No returns for:

  • Used or damaged goods,

  • Opened hygiene/oral-care products (unless defective),

  • Returns outside the official process.

11. Return Transport Risk
Risk lies with Smilva until goods are received. Customer must package securely; damage from poor packaging may reduce refund.