Returns, warranty & damages
Clear processes for returns, warranty cases and transport damage.
Returns & refunds
Who handles returns?You decide: return straight to your roastery — or smoasters receives, inspects, classifies and processes it for you.→Who refunds my customer?You do — the customer purchases from your roastery. smoasters classifies processed returns as A-, B- or C-grade in a return report.→Who pays return shipping?For defects, warranty cases or fulfilment errors the relevant process covers it; for a normal withdrawal your returns model and B2C terms decide.→Warranty & repairs
What happens if a product breaks?The case is assessed and resolved through troubleshooting, spare parts, repair, replacement or manufacturer warranty.→Who bears the cost of a warranty case?Accepted defects run through the manufacturer warranty or supplier arrangement; misuse and normal wear are not automatically covered.→Can you supply spare parts?For many brands smoasters can arrange spare parts or manufacturer support — depending on brand and product.→Lost or damaged shipments
What happens if a parcel is lost?Report the case to smoasters Support; we review the tracking and open a carrier investigation where necessary.→What happens if a product arrives damaged?Document the product, damage, box, packaging and label with photos right away — smoasters then coordinates carrier, supplier or manufacturer.→Still have questions?Our team is happy to help. [email protected]