1. The short version
If something you bought is faulty or doesn't match its description, we will fix it, replace it, or refund it. If you change your mind on a service before we've started work, you get a full refund. For instant digital downloads, your right to cancel ends once the product has been delivered — because at that point it cannot be returned.
2. Instant digital downloads
This covers software (DIV-01) and resource kits (DIV-02) delivered immediately after payment.
- At checkout you tick a box requesting immediate delivery and acknowledging that, once delivery is made, the 14-day statutory cancellation right for consumers no longer applies — as permitted under the Consumer Contracts Regulations 2013.
- If a download is faulty, incomplete, or doesn't do what its listing says: contact us within 14 business days of purchase and we will patch it, replace it, or refund it in full.
- "I no longer need it" or "I bought the wrong item" after delivery: not automatically refundable, but email us — we review these case by case and are reasonable.
3. Human-delivered work
This covers Product Intelligence reports (DIV-03) and Marketplace Operations checks (DIV-04), delivered within the timeframe stated on the listing.
- Cancel any time before we start work for a full refund, no questions asked.
- If we have started but not delivered, we refund the unworked portion.
- If we fail to deliver within the stated timeframe, you may choose a full refund or continued delivery.
- After delivery, refunds apply where the delivered work is materially deficient against the listing — contact us within 14 business days.
4. Enterprise services
Quoted engagements (DIV-05) follow the cancellation and refund terms in their individual signed scope. Where the scope is silent, sections 3 above applies.
5. How to request a refund
Email support@smartmartglobaltrade.com with your order ID (it's in your confirmation email) and a short description of the issue. We respond within one business day and, where a refund is approved, process it within 5 business days.
6. How refunds are paid
- Refunds go back to the original payment method only — we never refund to a different card or account.
- Refunds are issued in GBP for the amount originally charged. Because prices are displayed in USD and converted at a live rate, the USD value of your refund may differ slightly from the day of purchase due to exchange-rate movement; the GBP amount is always the full amount you paid.
- Once processed, banks typically take 3–10 business days to show the funds.
7. Your statutory rights
Nothing in this policy limits your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013, including your rights where digital content is faulty or not as described.
Smartmart Global Trade Ltd · Registered office: Dorset Road, London, SW19 3EF, United Kingdom · This policy forms part of our Terms & Conditions.