Refund policy

This is a courtesy translation. In the event of any discrepancy, the French version of this document prevails.

Returns and refunds policy

Your right of withdrawal: 14 days

You have 14 days from the day you receive your order to change your mind, without having to give a reason or pay a penalty.

To exercise this right, simply inform us of your decision before that deadline, by an unambiguous statement: an e-mail to smaista@smaistasor.store is enough. You may also use the model form reproduced below, although you are not obliged to. The deadline is met as long as your message is sent to us within the 14 days, even if the product reaches us later.

Conditions for returning an item

  • You may handle the product to check its nature, characteristics and proper functioning, as you would have done in a shop. You are only liable for any diminished value resulting from handling that goes beyond that check.
  • Please return the product in its original packaging where possible, with all its parts.
  • Your order number, or any other proof of purchase, will be requested.
  • Return postage is at your expense, except where we have made a mistake or the product is faulty.
  • Please tell us before sending your parcel back: it lets us give you the right return address and speeds up your refund. A parcel returned without notice is still processed, but the refund may take longer.

How to return an item

  1. Write to us at smaista@smaistasor.store with your order number and, if you wish, the reason for the return.
  2. We reply within 3 working days with the shipping address to use. Our returns warehouse is located outside the European Union: please bear this in mind before paying for postage.
  3. Send the product back to the address given, without undue delay and no later than 14 days after informing us of your decision, keeping your proof of postage.

Model withdrawal form

You may copy this form and send it to us by e-mail. Using it is not compulsory.

To SMAÏSTASOR — MY MORNING CUP, 1496 chemin de Mogès, 97351 Matoury, French Guiana — smaista@smaistasor.store

I hereby give notice that I withdraw from my contract of sale of the following goods:
Ordered on: ……… — Received on: ………
Order number: ………
Name of consumer: ………
Address of consumer: ………
Date: ………
(Signature only if this form is notified on paper)

Your refund

We refund you no later than 14 days after the date on which we are informed of your decision to withdraw. We may however withhold the refund until we have received the product back, or until you have supplied proof of having sent it back, whichever is the earlier.

The refund is made using the payment method used for the purchase, unless you expressly agree to another method. How soon it appears on your account then depends on your bank.

It covers the price of the product together with the standard delivery charges paid at the time of the order. If you chose a faster or more expensive delivery method than our standard offer, only the amount of the standard offer is refunded. The cost of sending the product back to us remains at your expense.

If the refund has not been made within that period, write to us at smaista@smaistasor.store: we deal with such messages as a priority.

Damaged, faulty or incorrect products

Please inspect your order as soon as it arrives. If the product is faulty, damaged in transit or does not match your order, contact us at smaista@smaistasor.store with photographs attached. We cover the replacement or the refund, return postage included.

These situations fall under the statutory guarantee of conformity and the statutory guarantee against hidden defects, which apply independently of the 14-day withdrawal period and for a considerably longer time. We invite you to report the problem promptly, but no deadline we may state can reduce your rights under those guarantees.

Exchanges

To change colour, the simplest way is to return the product to us and place a new order. You do not need to wait for our agreement before ordering again.

Exceptions

The right of withdrawal does not apply to goods made to your specifications or clearly personalised, nor to gift cards. Our cup falls into none of these categories: it is fully covered by the 14-day right of withdrawal.

Any questions?

Our customer service replies within 5 working days at smaista@smaistasor.store.