Return & Refund Policy

Last updated: June 2026 
We want you and your pet to be completely happy with every purchase from ShopBySmart. If something is not right, we are here to help. Please read our return and refund policy carefully before initiating a return.

01: Your Right to Return  14 Days

Under Finnish law and EU consumer rights legislation, you have the right to cancel your order and return your purchase within 14 calendar days of receiving the goods  without needing to give any reason. This is your statutory right and applies to all eligible orders placed on shopbysmart.com.

02: How to Request a Return

To start a return, contact us within 14 days of receiving your order by emailing support@shopbysmart.com with the following details:

  •       Your full name and order number
  •       The item(s) you wish to return
  •       The reason for your return (optional but helpful)
  •       Photos of the item if it arrived damaged or faulty

We will reply within 2 business days with return instructions.

03: Return Conditions

To be accepted for a return, items must meet the following conditions:

  •       Item must be unused and in its original condition
  •       Item must be in its original packaging with all tags and labels attached
  •       Item must be returned within 14 to 20 business days of your return notification
04: Non-Returnable Items

The following products cannot be returned due to hygiene, safety, or legal reasons:

  •       Opened or used grooming products (shampoos, conditioners, sprays)
  •       Pet food and treats that have been opened
  •       Sealed hygiene or health products that have been unsealed after delivery
  •       Customized or personalized pet accessories
  •       Perishable goods
05: Who Pays for Return Shipping?

Return shipping costs are the responsibility of the customer, unless:

  •       The item you received is faulty or defective
  •       We sent the wrong item by mistake

In those cases, we will cover the full cost of return shipping and arrange collection or provide a prepaid label. For all other returns, customers are responsible for choosing and paying for a return shipping method. We recommend using a tracked service, as we cannot be held responsible for returns lost in transit.

06: Refund Processing

Once we receive and inspect your returned item, we will process your refund within 14 to 20 business days using your original payment method. You will be notified by email when your refund has been issued. Your refund will include the full product price. Original shipping charges if any are non-refundable except in cases of faulty or incorrect items.

07: Faulty or Incorrect Items

If your pet essentials or grooming product arrives faulty, damaged, or different from what you ordered, please contact us within 30 days of delivery. Send an email to support@shopbysmart.com with your order number and photos of the issue. We will offer a replacement, repair, or full refund  whichever suits you best  at no additional cost.

08: Exchanges

We do not currently offer direct exchanges. If you would like a different product, please return the original item and place a new order on our website.

09: Finnish Consumer Rights

This policy does not limit your statutory rights under the Finnish Consumer Protection Act kuluttajansuojalaki. If you have any concerns or disputes, you may contact:

  •       Finnish Consumer Advisory Services (kuluttajaneuvonta)
  •       Finnish Consumer Disputes Board (Kuluttajariitalautakunta)
10: Contact Us
  •       Email: support@shopbysmart.com
  •       Website: www.shopbysmart.com