Return Policy
At SMI, we want our return process to be clear and transparent. The following information explains how returns, withdrawals, defective products and warranty cases are handled.
14-Day Right of Withdrawal
Consumers generally have the statutory right to withdraw from an online purchase within 14 days without giving a reason.
The withdrawal period is 14 days from the day on which you, or a third party designated by you who is not the carrier, receives the goods.
To exercise your right of withdrawal, please contact us within this period and clearly inform us of your decision to withdraw from the contract.
Contact:
SMI – operated by GerTechOne UG (limited)
Mühlgasse 22
78549 Spaichingen
Germany
E-mail: [email protected]
Phone: +49 7424 7033254
Further information about the statutory right of withdrawal can be found in our Terms & Conditions and withdrawal information.
How to Return a Product
If you wish to return a product, please contact us before sending the goods back.
The return process is as follows:
- Contact us by e-mail and provide your order or invoice number.
- We will provide you with the necessary return instructions.
- Pack the product securely to prevent damage during transport.
- Send the goods to the return address provided by us.
- After receipt, we will inspect the returned goods.
- If the requirements for a refund are met, the corresponding amount will be refunded using the applicable payment method.
Whenever possible, please include a copy of the invoice or delivery note so that we can identify and process your return quickly.
Return Shipping Costs
Who bears the return shipping costs depends on the reason for the return.
Withdrawal or Change of Mind
If you exercise your statutory right of withdrawal because you no longer want the product, you generally bear the direct cost of returning the goods, provided that you have been informed accordingly as required by law.
Defective, Incorrect or Damaged Products
If you receive a defective or incorrect product, or if the goods have been damaged in transit, please contact us before returning them.
In justified cases for which we are responsible, SMI / GerTechOne UG will bear the necessary return shipping costs and provide further return instructions where appropriate.
Please do not send goods freight collect without prior agreement.
Condition of Returned Products
Please return products complete and, where reasonably possible, with their original packaging, accessories, documentation and supplied components.
The absence of the original packaging does not automatically exclude the statutory right of withdrawal.
However, consumers may be responsible for any loss in value resulting from handling the goods beyond what is necessary to establish their nature, characteristics and functioning, in accordance with the applicable statutory provisions.
Products Excluded from Return
Statutory exceptions to the right of withdrawal remain unaffected.
Depending on the individual product and applicable law, this may apply in particular to:
- goods manufactured or configured according to individual customer specifications;
- sealed goods that are not suitable for return for reasons of health protection or hygiene if the seal has been removed after delivery;
- software or digital content where the statutory requirements for loss of the right of withdrawal have been met;
- services already fully performed where the applicable statutory requirements are fulfilled.
Calibration and Verification Services
Calibration, verification or other individually commissioned services may not be refundable once the service has already been performed or where another statutory exception applies.
This does not affect statutory rights relating to defective or incorrectly performed services.
Defective Products and Warranty Cases
If a product is defective, please contact our customer service before returning it.
Please provide:
- your order or invoice number;
- the product concerned;
- a brief description of the problem;
- photos or other relevant information where helpful.
We will review the case and inform you about the appropriate next steps.
Depending on the individual case, this may include repair, replacement or another remedy in accordance with the applicable statutory provisions.
Your statutory rights in the event of defects remain unaffected by any additional manufacturer's warranty.
Refunds
After receiving and inspecting the returned goods, we will process the refund in accordance with the applicable legal requirements.
For a valid consumer withdrawal, payments subject to reimbursement will generally be refunded using the same payment method used for the original transaction, unless expressly agreed otherwise.
We may withhold reimbursement until we have received the goods back or until you have provided evidence that you have returned them, where permitted by law.
Return Address
Please contact us before returning goods so that we can provide the appropriate return instructions.
Unless we provide a different return address for a particular case, correspondence concerning returns should be directed to:
GerTechOne UG (haftungsbeschränkt) / SMI
Mühlgasse 22
78549 Spaichingen
Germany
E-mail: [email protected]
Phone: +49 7424 7033254
Questions About Returns
If you have questions regarding a return, withdrawal, defective product or warranty case, please contact our customer service.
We will provide you with the appropriate information for your order and return.
SMI – operated by GerTechOne UG (haftungsbeschränkt)
Mühlgasse 22
78549 Spaichingen
Germany
E-mail: [email protected]
Phone: +49 7424 7033254