Who handles returns?
You decide
For standard consumer returns, many of our roasters use one of two models.
Option 1: Return to your roastery
The customer sends the item directly to your roastery or café.
This can be especially useful if you want to sell returned or displayed products offline.
Option 2: Return to smoasters
Alternatively, smoasters can receive, inspect, classify and process the return for you.
The current smoasters returns handling fee applies — we share the exact processing prices during onboarding or on request.
Read on
Read on
Can you supply spare parts?For many brands smoasters can arrange spare parts or manufacturer support — depending on brand and product.→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.→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.→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.→Still have questions?Our team is happy to help. [email protected]