I. Return

1. How to cancel an order

● A. You can cancel your order within 24 hours of purchase by contacting our customer service. There are no fees for this process. Any other processing fees are the customer's responsibility.

● B. If your order has been shipped but not yet delivered , you can request a suspension by contacting us via email. A 7% service fee will apply.

● C. If your order has already been delivered , you can refuse the package and have it returned to our warehouse. Please note that a 7% service fee will apply.

2. 14-day return policy without giving reasons

Undamaged products can be returned for a refund within 14 days of receipt, regardless of the reason. Once the return has been received at the EM-Smart warehouse for inspection, the refund process will begin. Refunds are typically processed within 12 business days , although the exact duration may depend on your bank's processing speed.

During the return process, the customer is responsible for properly packaging the product with the original protective materials. EM-Smart will arrange for collection by a courier service from the customer's address.

EM-Smart is not liable for any damage or loss that occurs during the return process. Please pack the product carefully.

●The return shipment must include all accessories.

●The items must be returned in their original packaging and with the original protective materials.

● Our 15-day return guarantee and warranty policy apply only to orders from regions listed on our "Shipping & Tracking" page. For products shipped outside of these regions, the buyer is responsible for all shipping costs associated with returns or exchanges.

● If your order includes free gifts, please return them along with the main item. Otherwise, the value of the gift will be deducted from your refund. Opened consumables cannot be returned.

● Returns may be refused if the items do not meet the above requirements.

Refund requests for the 14-day return guarantee expire 14 days after a warranty claim is submitted. It is not possible to process a refund request for items whose 14-day return period has expired. For purchases not made directly through EM-Smart's online shops, please contact the respective retailers for refunds.

3. Return policy (standards, service fees and supported regions)

A. Return policy

1. Purchased via official EM Smart channels.

2. Refund requests will be accepted within 14 days of receipt for any reason. The customer is responsible for return shipping costs, while EM-Smart will arrange the collection service.

3. Consumables, separately purchased materials, and smoke absorbers cannot be returned.

B. Service fees

Product category	Package status	Service fee
Machine and accessories	Unopened	7 %
machine	Unused	20%
Accesories	Unused	20%
Machine and accessories	Needed	30%

C. Supported Regions

● Germany : EM-Smart DE Official

● Austria : EM-Smart DE Official

● Switzerland : EM-Smart DE Official

4. How to request a return

To request a return, please send an email to our official customer service: service@em-smart.com . Your email must include the following information:

1. Original order number and exact product name(s) of the items to be returned.

2. Brief explanation for the return (e.g. change of opinion) and, if applicable, supporting documents (screenshots, photos, videos or operating logs).

Our customer service team will review your request within 2 working days and contact you with further instructions.

Once your return request has been approved, EM-Smart will arrange for collection .

Return procedure packaging guidelines:

● All returns must be approved by our customer service department in advance. Unapproved returns may be refused.

● Use the original packaging and materials to avoid damage during transport.

● Once the package is properly packed, we will arrange for a courier service to collect it. At this point, you will receive two documents that must be printed before collection. The courier will call you beforehand. Upon arrival, please hand over the package along with the two printed documents.

5. Refund Timeline

The refund process begins once our warehouse has received the returned products and completed the inspection. The refund will be issued via the same payment method used for your original order, and you will receive a notification email once the refund has been processed. Refunds are typically processed within 12 business days, although the exact timeframe may depend on your bank's processing speed.

6. Additional Information

● All terms and conditions are subject to change in accordance with EM-Smart's guidelines.

●These return and exchange conditions apply exclusively to products purchased via the website de.em-smart.com.

●After the 14-day period has expired, a return or exchange of the goods can only take place after prior inspection and confirmation by our technical department.

● For questions regarding returns, shipping or fees, please contact our customer service.

● Refunds will only be issued via the original payment method used for the purchase.

● EM-Smart reserves the right to refuse returns that do not comply with this policy.

● Products returned without prior authorization may not be accepted or refunded.

● The amount of the refund may be adjusted if returned items are missing parts, accessories or packaging.

● Customers are responsible for the accuracy of their shipping information. EM-Smart is not liable for delays or problems caused by incorrect addresses.

● EM-Smart is not liable for delays caused by logistics companies or customs clearance.

● Different return and refund policies may apply to bulk orders or custom-made items. Please check with our sales team before placing your order.

● Warranty services continue to apply in accordance with EM-Smart's warranty terms and conditions, irrespective of these return and exchange conditions.

II. Exchange

1. Scope of application of the exchange conditions