FAQ: Warranty and Complaints at Smart Lovers Europe
At Smart Lovers Europe, we strive for the highest quality and your complete satisfaction. Should anything unexpectedly go wrong with a product or our service, we're here to help. On this page, you'll find all the information about the warranty on your purchases and how to file a complaint. We aim for clarity and a fair resolution, so you can shop with confidence across Europe.
Understanding Our Warranties and Complaint Handling
Below, you'll find an overview of frequently asked questions regarding warranties and our approach to handling complaints. Discover what the warranty precisely covers, how to submit a claim, and the steps we take to resolve your concern to your satisfaction. We believe in clear agreements and a personalized approach for all our valued customers.
Still Have Questions? We're Here to Assist!
Should you have any specific questions about a warranty or a complaint after reviewing this information, please don't hesitate to contact our European Customer Service Team. Our dedicated team is happy to assist you via phone, WhatsApp, email, or through our contact form.
Do I receive a warranty on my Smart Lovers purchase?
Absolutely! At Smart Lovers, all products come with a standard warranty, in line with European consumer law. This means your product should meet the reasonable expectations you have of it. The specific warranty period can vary depending on the product, and it covers manufacturing defects or faults not caused by improper use on your part.
What is covered under the warranty?
Our warranty at Smart Lovers covers manufacturing defects and faults that occur during normal, intended use of the product. Unfortunately, damage resulting from misuse, normal wear and tear, or accidental damage is not covered by the warranty.
How do I file a warranty claim?
Please contact our European Customer Service Team directly via the contact form on our website. To help us assess your claim quickly and efficiently, please include clear photos and a detailed description of the issue you're experiencing.
How long does it take to process my warranty claim?
We aim to process all warranty claims within 5 business days of receiving your complete information. Once your claim has been approved, you'll receive an email from us with further instructions on the next steps.
What should I do if my product is defective upon arrival?
If your product arrives defective, please contact our European Customer Service Team immediately. Send us photos of the damaged or defective product, and we'll ensure you receive a replacement product as quickly as possible, usually without needing to return the original.
Can I exchange my product if it's under warranty?
Yes, if your product is under warranty and the defect is acknowledged, you can absolutely exchange it for a new one. Simply get in touch with our European Customer Service Team to arrange this.
What happens if my complaint isn't resolved to my satisfaction?
We always strive to resolve every complaint to your full satisfaction. However, if we're unable to reach a mutually agreeable solution, you have the option to submit your complaint to an independent dispute resolution committee, such as the European Online Dispute Resolution (ODR) platform: ec.europa.eu/consumers/odr/.
Can I get my money back if the product is defective?
Yes, if your product is covered by our warranty and it cannot be repaired or replaced with a new, functioning item, you will indeed receive a full refund of your purchase price.
How do I file a complaint about the delivery?
If you have a complaint concerning the delivery of your order, please contact our European Customer Service Team directly. We will investigate this thoroughly and work with the delivery service provider to find a suitable solution.