Return & Refund Policy
You have 30 days from the day your order is delivered to return or exchange any item, including if you simply change your mind. We provide the Canada Post return label at no cost to you, or you can return or exchange the item in person at our Montréal store. There is no restocking fee, and refunds go back to the card you paid with.
1. Summary
| Return window | 30 days from the delivery date shown in Canada Post tracking |
|---|---|
| Reasons accepted | Change of mind, damaged on arrival, not working, wrong item sent (giving a reason is optional) |
| Exchanges | Accepted by post and in person, subject to stock |
| Return shipping | Covered by us with a prepaid Canada Post label, or return or exchange in person |
| Restocking fee | None |
| Refund method | Original payment card |
| Refund timing | Within 5 business days after we receive and check the item; your card issuer may take 5 to 10 business days more to show it |
| Return address | SmartElectro, 7445 Av. de l’Épée, Montréal, QC H3N 2E4, Canada |
2. Return window
Returns and exchanges are accepted within 30 days of the delivery date recorded by Canada Post. The return or exchange must be started within that period, either by emailing us or by bringing the item to the store. An item returned by post is on time if the parcel is dropped at Canada Post within the 30 days, even if it reaches us later.
3. Reasons we accept
- Change of mind: any reason, or no reason at all.
- Damaged on arrival: the product or its packaging was damaged in transit.
- Not working: the product does not work as described on its product page.
- Wrong item: we sent something other than what you ordered.
Giving a reason is optional. All products currently sold on this site can be returned or exchanged. There are no non-returnable products.
4. Condition of returned items
For a change-of-mind return or exchange, please make sure the item is:
- unused and in working order;
- complete, with every part and accessory listed on the product page (for example the drumsticks, the scanner, the play coins and banknotes, the USB-C cable) and the instruction manual;
- in its original packaging where possible. If the box is damaged or missing, send the item in another sturdy box; a missing box does not prevent the return.
Batteries are not included with our products, so none need to be returned. The dancing robot’s built-in battery stays in the product. For a damaged, faulty or wrong item, send it back as it is.
If an item comes back incomplete or outside the 30-day period, we contact you before deciding what to do, and we explain the reason if a return cannot be accepted.
5. How to return or exchange by Canada Post
- Email support@smartelectro.ca with your order number and the item you are returning. For an exchange, tell us which product you would like instead. Giving a reason is optional; photos help if something is damaged.
- Within 1 business day we reply with a prepaid Canada Post return label as a PDF.
- Pack the item, print the label and attach it to the parcel, covering any old labels.
- Drop the parcel at any Canada Post post office or drop box and keep the receipt. The tracking number on the receipt is your proof of return.
- We email you when the parcel arrives and again when the refund is issued or the exchange item is shipped.
The label is paid by us. You have nothing to pay at the post office. Please do not send a return without first emailing us, so we can match the parcel to your order.
6. How to return or exchange in person
Bring the item, with your order number, to SmartElectro, 7445 Av. de l’Épée, Montréal, QC H3N 2E4, Canada, Monday to Friday between 9 a.m. and 5 p.m. Email or call (514) 478-5900 first so we can have your refund ready. In-person returns are checked on the spot and refunded to your card the same day. In-person exchanges are checked on the spot and the new item is handed to you right away if it is in stock.
7. What is refunded
| Change of mind, part of the order returned | The price of the returned item plus the taxes charged on it |
|---|---|
| Change of mind, entire order returned | The price of the items, the taxes and the $21.99 shipping charge |
| Damaged, faulty or wrong item | The full amount paid for that item, its taxes and, if it was the only item, the shipping charge; or a replacement at no cost |
| Exchange | The new item is shipped to you at no cost; any price difference is refunded to your card or paid by you before the new item ships |
| Return shipping | Covered by us in every case |
| Restocking fee | None |
8. When and how you are refunded
- We check returned items within 5 business days of receiving them and issue the refund on the same day the check is complete.
- Refunds go to the card used for the order, through Stripe. We cannot refund to a different card or by another method.
- Card issuers usually show the credit within 5 to 10 business days of the refund being issued. If it has not appeared after 10 business days, contact us and we send you the Stripe refund reference to give to your bank.
9. Exchanges
You can exchange an item for a different product, or for another unit of the same product, within 30 days of delivery, by post or in person. Exchanges are subject to stock. We process the exchange after we have received and checked the returned item, and we ship the new item at no cost to you. If the new product costs less, we refund the difference to your original card; if it costs more, we email you a secure payment link for the difference before the new item ships. If the product you want is out of stock, we refund the returned item instead.
If you received a damaged, faulty or wrong item, we send a replacement of the same product at no cost as soon as the return label has been scanned by Canada Post, or we refund you in full, whichever you prefer.
10. Damaged, faulty or wrong items
Contact us within 30 days of delivery with your order number, a short description and a photo. We cover the return and replace the item or refund the full amount paid, including shipping. After 30 days, the legal warranty of quality under the Civil Code of Québec and the Consumer Protection Act, and the equivalent consumer protection laws of your province, continue to apply for as long as a product of that kind can reasonably be expected to work. Contact us and we tell you how to proceed.
11. Cancelling an order
If your order has not yet been dispatched, email us and we cancel it and refund the full amount within 2 business days. Once the parcel has been handed to Canada Post, you can refuse delivery or return it under this policy; the refund rules in section 7 then apply.
12. Your legal rights
Nothing in this policy limits the rights you have under the Consumer Protection Act (Québec), the Civil Code of Québec or the consumer protection legislation of the province where you live. This policy adds to those rights; it does not replace them.
13. Contact
SmartElectro
Address: 7445 Av. de l’Épée, Montréal, QC H3N 2E4, Canada
Phone: (514) 478-5900
Email: support@smartelectro.ca
Hours: Monday to Friday, 9 a.m. to 5 p.m. (Eastern Time). Saturday and Sunday: closed.