SmartShuk

SmartShuk · Legal

Cancellation & Refund Policy

How SmartShuk handles order cancellations, returns, refunds, disputes, and related customer-support matters.

Marketplace policy Last updated: June 7, 2026
01

Introduction

This Cancellation & Refund Policy explains how order cancellations, returns, refunds, disputes, and related customer-support matters are handled within the SmartShuk ecosystem.

SmartShuk operates as an intelligent marketplace platform that connects customers with independent suppliers. SmartShuk provides marketplace infrastructure, communication tools, automation systems, customer-support services, and AI-powered assistance.

SmartShuk does not maintain warehouses, inventory, shipping operations, or product fulfillment facilities. Products are generally supplied, packaged, shipped, and delivered by independent suppliers participating in the SmartShuk ecosystem.

By placing an order through SmartShuk, customers agree to this Cancellation & Refund Policy.

02

Marketplace Model

SmartShuk acts as a marketplace platform and transaction coordinator.

Independent suppliers remain responsible for:

  • Product availability
  • Product specifications
  • Product descriptions
  • Product images
  • Packaging
  • Shipping
  • Delivery
  • Warranty obligations where applicable

SmartShuk may assist customers and suppliers in resolving issues but is not the manufacturer, warehouse operator, shipping carrier, or service center for products sold through the platform.

03

Order Cancellation Before Supplier Processing

Customers may request cancellation of an order before the order has been accepted, processed, prepared, or dispatched by the supplier.

If cancellation is approved before supplier processing begins, the customer may be eligible for a full refund of amounts paid, subject to payment-processing limitations and applicable law.

04

Order Cancellation After Supplier Processing

Once a supplier has accepted, prepared, packed, or dispatched an order, cancellation may no longer be possible.

Where cancellation remains technically possible, SmartShuk and the supplier may review the request on a case-by-case basis.

Any supplier costs, shipping costs, payment-processing costs, or other non-recoverable expenses may be considered when evaluating cancellation requests.

05

Incorrect Product Received

If a customer receives a product that materially differs from the product ordered, the customer should contact SmartShuk Support as soon as reasonably possible.

Examples include:

  • Wrong model
  • Wrong product
  • Wrong configuration
  • Wrong color
  • Wrong storage capacity
  • Wrong version

Customers may be asked to provide photographs, documentation, or additional information to assist with the investigation.

06

Damaged Product Upon Delivery

If a product arrives visibly damaged, customers should notify SmartShuk Support within a reasonable period after delivery.

Customers may be asked to provide:

  • Photos of the packaging
  • Photos of the product
  • Description of the damage
  • Order information

SmartShuk may coordinate communication between the customer and the supplier to facilitate an appropriate resolution.

07

Defective Products

Products that develop manufacturing defects may be subject to supplier warranties, manufacturer warranties, or applicable legal rights.

Warranty coverage, repair procedures, replacement eligibility, and service conditions may vary depending on:

  • Product type
  • Manufacturer
  • Supplier
  • Country of service
  • Warranty terms

Customers should contact Support for assistance in determining the appropriate process.

08

Delivery Issues

If an order is delayed, lost, incomplete, or otherwise affected during delivery, SmartShuk may assist in coordinating communication between the customer and the supplier.

Resolution may require cooperation between:

  • Customer
  • Supplier
  • Shipping provider
  • Payment provider
  • SmartShuk Support

Delivery times are estimates unless otherwise explicitly stated.

09

Change-of-Mind Requests

Where permitted by applicable law, customers may request cancellation or return based on a change of mind.

Such requests may be subject to:

  • Product condition
  • Packaging condition
  • Supplier policies
  • Applicable consumer-protection laws
  • Non-recoverable costs

Certain products may not qualify for change-of-mind returns where prohibited by law or where return restrictions reasonably apply.

10

Non-Returnable Items

Certain products may be non-returnable, including where permitted by law:

  • Personalized products
  • Custom-configured products
  • Special-order products
  • Opened products that cannot reasonably be resold
  • Products excluded by applicable law

Additional restrictions may be specified by suppliers where legally permitted.

11

Refund Processing

Approved refunds will generally be processed through the original payment method whenever reasonably possible.

Refund timing may depend on:

  • Supplier review
  • Payment provider processing
  • Banking systems
  • Applicable legal requirements

Actual posting times may vary.

12

Disputes and Resolution Process

If a dispute arises regarding an order, product, refund, warranty matter, or delivery issue, customers should first contact SmartShuk Support.

SmartShuk may review available information and facilitate communication between the parties involved.

Resolution efforts may involve:

  • Customers
  • Suppliers
  • Payment providers
  • Delivery providers
  • SmartShuk Support personnel
  • Automated support systems
  • AI-powered assistance tools
13

SmartShuk Support Commitment

SmartShuk is committed to making reasonable efforts to assist customers and suppliers in achieving fair and practical resolutions.

While SmartShuk cannot guarantee a specific outcome in every dispute, the platform will endeavor to facilitate communication, review available information, and support constructive problem-solving whenever reasonably possible.

14

Artificial Intelligence and Support Systems

SmartShuk may use artificial intelligence technologies and automation systems as part of its customer-support processes.

AI systems may assist with:

  • Order inquiries
  • Product questions
  • Delivery questions
  • Return requests
  • Support triage
  • Case routing

Where necessary, matters may be escalated to human support personnel or specialized departments.

15

Limitation of Responsibility

SmartShuk provides marketplace infrastructure and coordination services.

To the maximum extent permitted by applicable law, SmartShuk is not responsible for:

  • Supplier inventory errors
  • Supplier pricing errors
  • Supplier shipping delays
  • Manufacturer defects
  • Carrier disruptions
  • Events beyond reasonable control

Nothing in this section limits rights that cannot legally be excluded under applicable law.

16

Business Information

Business ID: 320802317

Additional business registration details may be updated from time to time.

17

Contact Information

Questions regarding cancellations, refunds, returns, disputes, or support matters may be submitted through:

  • SmartShuk Support
  • Official SmartShuk communication channels

Official contact details will be provided through the SmartShuk contact page and official Telegram communication channels.

Disclaimer: This document is intended as an operational policy for the SmartShuk marketplace ecosystem and does not constitute legal advice.