Shipping & Returns Policy
At Smortify, operated by Best Trading FZ-LLC, we aim to provide reliable delivery and a smooth shopping experience for customers across the United Arab Emirates (UAE).
This policy explains our shipping, order cancellation, returns, exchanges, and refund procedures for purchases made through "www.smortify.com" (https://www.smortify.com).
1. Shipping & Delivery
Delivery coverage: We deliver across the UAE, subject to courier availability and service coverage.
Delivery time: Our estimated delivery time is 1–3 business days after order confirmation, subject to product availability, delivery location, and courier operations. Delays may occasionally occur.
Free shipping: Free delivery is available on eligible orders that meet the minimum order value displayed on our website or communicated to the customer before order confirmation. Orders below the applicable threshold may incur a delivery charge.
Order processing: Orders may be verified before dispatch. Processing times can vary depending on product availability and order confirmation.
Delivery updates: Tracking details or delivery updates will be provided when available.
Delivery address: Customers are responsible for providing a correct delivery address and reachable contact number. Please contact us promptly if your details need to be corrected.
2. Order Cancellation
Customers may request cancellation before an order is dispatched by emailing support@smortify.com.
Cancellation requests made after dispatch may not be accepted and may need to be handled under the applicable return procedure.
If Smortify cannot fulfil a confirmed order, we will notify the customer and arrange any applicable refund in accordance with the payment terms and applicable UAE law.
3. Return Policy — 14 Days
Customers may request a return of an eligible product within 14 days of delivery, subject to the conditions below and applicable UAE consumer-protection law.
To request a return:
1. Email support@smortify.com within the applicable return period.
2. Include your order number, product name, and reason for the return.
3. Provide photographs or videos if the product is damaged, defective, incorrect, or incomplete.
4. Follow the return instructions provided by our customer support team.
For change-of-mind returns, eligible products should be unused and returned in their original condition, with original packaging, accessories, manuals, and included promotional items where applicable.
All returned items may be inspected before a return, exchange, or refund is approved.
The 14-day policy does not restrict mandatory consumer rights relating to defective, faulty, misrepresented, or incorrectly supplied products.
4. Damaged, Defective, or Incorrect Items
Please contact us as soon as possible if you receive a product that is damaged, defective, incorrect, or missing components.
Please provide your order number and supporting photographs or videos where available. Keep the product and packaging until our team advises you on the next steps.
Following assessment, we will explain the available remedy, which may include repair, replacement, exchange, or refund, as applicable under the circumstances and UAE law.
5. Products Subject to Return Restrictions
Certain products may have additional return conditions for legitimate reasons, including hygiene, safety, product condition, or warranty requirements.
Where permitted by applicable law, a change-of-mind return may be refused if a product has been used, altered, damaged by the customer, or returned with missing components.
Any applicable exclusions or special conditions will be communicated before purchase where required.
These conditions do not remove any rights customers may have under applicable UAE law.
6. Refund Policy
Refunds will be processed after the return or claim has been reviewed and approved, subject to applicable law.
- Online payments: Refunds will generally be made to the original payment method where practicable.
- Cash on delivery: Our support team will coordinate an appropriate refund method with the customer if a refund is approved.
- Processing time: The expected refund timeline will be communicated after approval. The time taken for funds to appear may depend on the payment provider or bank.
- Return charges: Any applicable return or shipping charges will be communicated in advance and applied only where permitted by law.
Nothing in this section limits any refund or other remedy required by applicable UAE law.
7. Exchange Policy
Exchanges may be requested for eligible products, subject to product availability and assessment.
If the product is defective, damaged, or incorrect, Smortify will address the matter in accordance with applicable consumer-protection requirements.
For other exchange requests, customers should contact support@smortify.com for instructions.
8. Warranty
Products may be covered by a manufacturer's warranty, seller's warranty, or other applicable warranty terms, depending on the product.
Customers should retain their purchase invoice and warranty documents where provided. For warranty assistance, please email support@smortify.com.
Warranty terms do not exclude consumer rights provided under applicable UAE law.
9. Contact Us
For shipping, delivery, cancellation, return, exchange, or refund enquiries, please contact:
Business Name: Best Trading FZ-LLC
Brand: Smortify
Website: https://www.smortify.com
Email: support@smortify.com
Please include your order number in all order-related enquiries so that we can assist you efficiently.
10. Applicable Law
This policy is subject to the applicable laws and regulations of the United Arab Emirates, including applicable consumer-protection requirements.
If any part of this policy conflicts with mandatory applicable law, the relevant legal requirements will prevail.
Thank you for shopping with Smortify. We appreciate your trust and look forward to serving you.
