Refund policy
1. Right of Withdrawal
Consumers have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period is 14 days from the day on which you or a third party named by you, who is not the carrier, took possession of the goods.
To exercise your right of withdrawal, you must inform us (Smilecards, Owner: Ahmet Özün, Oberschlesienstr. 58, 47807 Krefeld, Germany, Email: support@smilecards.store) of your decision to withdraw from this contract by means of a clear statement (e.g., by email). To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
2. Return Conditions
You may inspect the goods within the scope of the statutory right of withdrawal as you would be able to do in a retail store.
Please handle the products with care. Any possible loss in value must only be compensated if such loss in value is due to handling of the goods which was not necessary to examine their nature, characteristics and functioning (§ 357a German Civil Code).
We recommend returning the goods in their original packaging and without damage, and including proof of purchase (e.g., order confirmation) so that we can process your return more quickly.
For sealed products (e.g., trading card products such as booster packs), a loss in value may occur if the seal has been removed after delivery. Such loss in value shall be borne by the customer if it is due to handling that was not necessary within the meaning of § 357a German Civil Code.
3. How to Initiate a Return
To initiate a return, you may contact us at support@smilecards.store.
Returns must be sent to the following address:
Smilecards – Ahmet Özün
Oberschlesienstr. 58
47807 Krefeld
Germany
If your return is accepted, we will send you instructions on how and where to send your package.
4. Return Shipping Costs
The buyer bears the direct cost of returning the goods, unless the item is defective or incorrectly delivered. In such cases, we will cover the return shipping costs.
Please notify us in advance of any return to ensure prompt processing.
5. Livestream Openings
For certain products (e.g., sealed trading card products such as booster packs), opening may take place during a livestream at the customer's explicit request.
If the goods are opened at the customer’s explicit request before the withdrawal period has expired, the right of withdrawal may expire prematurely, provided the statutory requirements are met (§ 312g para. 2 German Civil Code).
Opening will only take place after the customer's prior explicit consent.
6. Damages and Issues
Please inspect your order upon receipt and contact us immediately at support@smilecards.store if the item is defective, damaged, or if you received the wrong item, so that we can evaluate and resolve the issue promptly.
7. Exceptions / Non-Returnable Items
Certain items cannot be returned, such as:
- Perishable goods (e.g., food, flowers, or plants)
- Custom-made or personalized items
- Personal care products
- Hazardous materials, flammable liquids or gases
- Gift cards
For sealed goods, the right of withdrawal may expire prematurely if the seal has been removed after delivery and the goods are not suitable for return for reasons of health protection or hygiene (§ 312g para. 2 no. 3 German Civil Code).
Discounted items are also subject to the statutory right of withdrawal, provided they are unused and in their original packaging.
Otherwise, the statutory rights of withdrawal apply.
8. Exchanges
Direct exchanges are not offered. Returning the received item is the fastest way to obtain the desired product. Once the return has been accepted, you may purchase the new item separately.
9. Refunds
We will notify you once we have received and inspected your return and inform you whether the refund has been approved.
If approved, you will automatically be refunded within 10 business days to your original payment method. Please note that it may take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at support@smilecards.store.