Regular Products
Warranty Policy
7 Days DOA Return Policy
If your order/item(s) meet below conditions:
Wrong Item sent;
Missing Item;
Physical damage or Scratch;
Product quality issue caused the product cannot be used;
You may eligible to get the Full-Refund by sending back the package back.
To process this, please kindly :
1. Within 7 Days from the date that you receive the package, send an Email to smallrig@smallrig.com , clearly address the issue with the pictures/video, please note the picture of the entire package/box is also required;
2. Our customer representative will get back to you within 24 hours to troubleshoot the reported issue;
3. Once the DOA return is approved, you will receive the “Return Instruction” and the RMA number by Email;
4. Then, please send your parcel follow by the terms in “Return Instruction”;
5. All returned items must be in new condition, in the original packaging, and must not have any installation marks or signs of use. Must be sealed in the original packaging with the label for a full refund.
6. You will get the full refund and the return shipping cost reimbursement once we receive and inspect your parcel. Please note, if parcel cannot be passed the inspection part, you may not get the full refund. And the refund will be processed within 5-7 working days.
45 Days Free-Reason Return Policy(30 Days for Electronic Products)
If you are not happy with your purchase for any reason, within 45 days from the date that you receive it, you can apply the RMA to a full refund. To process this, please kindly:
1. Send an Email to smallrig@smallrig.com to inform us the reason that cause you return the goods with the picture/video so we know that the quality of the returning product is in good condition which still fulfill the free-reason return policy. please note the picture of the entire package/box is also required;
2. Our customer representative will get back to you within 24 hours, you will receive the “Return Instruction” and the RMA number by Email;
3. Then, please send your parcel follow by the terms in “Return Instruction”;
4. All returned items must be in new condition, in the original packaging, and must not have any installation marks or signs of use. Must be sealed in the original packaging with the item label for a full refund.
5. You will get the full refund of the order once we receive and inspect your parcel. Please note, if parcel cannot be passed the inspection part, you may not get the full refund. The return shipping is on your charge. And the refund will be processed within 5-7 working days.
2-Year Warranty(1-Year for Electronic Products)
Defective product which is not caused by human abused or physical damaged is eligible to get the part/product replaced. To process this, please kindly:
1. Within 2-Year(1-Year for Electronic Products) from the date that you receive the package, send an Email to smallrig@smallrig.com, clearly address the issue with the pictures/video, please note the picture of the entire package/box is also required;
2. Our customer representative will get back to you within 24 hours to troubleshoot the reported issue;
3. Once the warranty is approved, you will receive the “Return Instruction” and the RMA number by Email;
4. Then, please send your parcel follow by the terms in “Return Instruction”;
5. We will send you replacement at the soonest once we receive your returned defective item.
Please note that the return shipping is on your charge.
* The actul policy may differ subject to the platform or channel you bought the products.
* If you have any questions, feel free to contact us at smallrig@smallrig.com or call +8615989342651.
退换货政策
一、国内退换货规则(仅适用于中国大陆地区)
斯莫格商城严格遵循国家法规,对所售商品履行退换货义务。
1、7日无理由退货
(1)本商城销售的斯莫格商城品牌商品及第三方品牌商品(除特别约定的商品外),适用7日无理由退货,消费者可以在线提交订单申请或者联系斯莫格商城客服中心办理退换货。
(2)您签收商品次日起7日之内(含7日),对商品不满意,可以享受无理由退货,退回商品务必确保商品完好、配件齐全、外包装无损无变形的 情况下将主商品及相应赠品(如有)一同退回方可办理无理由退货手续。
(3)斯莫格商城收到您退回商品后,经斯莫格商城确认属于商品质量问题或商品满足7日无理由退货条件时,斯莫格商城将按照您的原支付渠道返还您支付的商品款项。
2、商品完好
指商品能够保持原有品质、功能,包括商品本身、包装、配件、赠品及附带的商标吊牌、使用说明书等齐全完好。顾客基于查验需要而打开商品包装,或者为确认商品的品质、功能而进行合理、适当的试用不影响商品的完好。对超出查验和试用需要而使用商品,导致商品产生明显的价值贬损,视为商品不完好。具体如下:
(1) 顾客确保退回商品和相关配(附)件(如吊牌、说明书、三包卡等)齐全,并保持原有品质、功能,无受损、受污、刮开防伪等情形,无难以恢复原状的外观类使用痕迹,不合理的个人数据使用痕迹;
(2)商品包装说明:部分商品因包装特殊性,无忧退货需要提供商品原包装,且包装需要保持完整。例如:电子产品或包装价值较高等。外包装”是指:生产厂商原包装(最小销售单元),不含销售商或物流服务商自行二次封装的包装;
3、换货的特别注意
(1)除不支持换货的品类,在满足相应换货条件及库存充足(预售活动除外)的情况下,顾客可根据需要,选择更换相同商品下其他同等价格的不同规格商品;
(2)特价类商品仅限更换购买时活动价相等且正常售价相等的规格商品。特价类商品包含但不限于如下商品:限时购、特价等;其他特价类商品规则以具体页面说明为准;
(3)赠品以及其他活动商品,如质量问题仅限更换当前规格商品,由于赠品以及活动商品库存有限,换货时以换货申请页面提示为准;
(4)积分兑换商品如质量问题换货仅更换同商品下正常售价相等的积分规格商品;
(5)换货时如遇换货商品有促销活动,斯莫格商城不退还或弥补差价;
(6)换货无需寄回发票。
4.以下情况不予办理退换货/维修
(1)任何非斯莫格商城出售的商品;
(2)过保商品(超过质保期的商品)或临近质保期商品;
(3)未经授权的维修、误用、碰撞、疏忽、滥用、进液、事故、改动、不正确的安装所造成的商品质量问题,或撕毁、涂改标贴、机器序号、防伪标记;
(4)质保凭证信息与商品不符及被涂改的;
(5)其他依法不应办理退换货的。
5.温馨提示:
(1)所有退换货及维修经过斯莫格商城客服中心确认后即可办理,如果商品存在质量问题,请务必说明原因。未与斯莫格商城客服中心确认之前自行退回的商品将无法受理;售后申请单提交之后,客服会在48小时之内受理。
(2)斯莫格商城保证出货时货物外包装的完好无缺。为了保证顾客的利益,请顾客在收到货物时务必验货,请拆开包装箱,确认货品完好无损后再签收。如果发现货物在运输途中有破损,顾客有权拒收,在快递单上写明拒收原因,请配送人员退回。
(3)顾客在退还货品的途中,有责任保证所退还货品的安全及完整,如退还途中出现丢包、损坏(影响商品完好的),责任由顾客承担;
(4)斯莫格商城收到发生退换货的商品包裹后,会对退回的商品进行质检,确认商品符合退换货要求后,再进行退款或者换货操作。
(5)申请退货后,订单内剩余商品不满足赠品获取条件时,斯莫格商城有权利要求顾客退回赠品,若赠品丢失或者破损,斯莫格商城将按照赠品价值在退款中扣取相关费用。
退换货地址
联系客服热线,并将图片等凭证提交审核。客服会在凭证审核通过后,告知退换货地址。
退换货运费
一、退运费政策
1.个人原因退货运费由用户自行承担。
2.质量问题或斯莫格商城问题退货,退回运费全部由斯莫格商城承担。
3.是否退运费最终以斯莫格商城客服和斯莫格商城退货仓判断商品状态为准。
4.换货退回斯莫格商城运费和换货新订单配送运费,由斯莫格商城承担(大件商品除外)
二、退运费收取
1.如因用户个人原因退货,则斯莫格商城将在商品退款金额上扣除运费,具体扣除金额将显示在退货详情页,计算方法如下:
计费体积重量=max(退货商品毛重量,方数转换重量)
方数转换成重量:(长*宽*高)/12000
实际运费=退货商品毛重在0-1kg 内,退运费8元,续重每kg 2元;不满1kg,按照1kg计算。
2.如用户所在地区不支持上门取件,可自行寄回商品,请用户先行支付运费,并将运单一并寄回。到货验证商品后,如退回运费应由斯莫格商城承担的,则斯莫格商城将以电子礼品卡或优惠券形式为用户报销运费(大件商品除外)。如果是未经斯莫而过确认而擅自退回的商品,该退换货申请将不被受理。此时商品将通过平邮方式退还给用户,按原地址返回的运费由用户承担。
三、大件商品售后运费政策
1.大件商品非商品质量问题,非斯莫格商城问题而由顾客发起退换货,顾客承担退换货产生的运费。
2. 顾客拒收大件商品,原则上:
•若为有理由拒收(商品有质量问题、少货等情况),由斯莫格商城承担商品退回时产生的运费;
•若为无理由拒收(商品无质量问题、少货等情况),由顾客承担商品退回时产生的运费;
3. 出现运费争议时,斯莫格商城客服会与顾客协商处理解决。