refund policy

Below you will find an overview of the return and refund process. The complete guidelines can be found on the "Full Guidelines" page below.

1. Order cancellation and modification

  • To ensure that every order is delivered as quickly as possible, TESmart's ordering and shipping process is fully automated. Once shipped, the order cannot be canceled or changed, including address changes. For returns and refunds, please contact our customer service team within 30 days of receiving your order.
  • If you still wish to return the product after receiving it, please contact us within 30 days after receipt under service@tesmart.de, and ensure that the product and packaging are undamaged and complete.
  • ⚠️ For returns due to reasons unrelated to quality, the customer bears the shipping costs.
  • Details can be found in the guidelines below.

2. Return process

2.1 Conditions for returns:

  • The product must be returned in its original packaging and include all accessories, manuals and documents.
Excluded from returns:
  • Products purchased through third-party providers.
  • Products that have been damaged by improper use or handling by the customer.

2.2 Return request:

Please koContact the Contact TESmart customer service to request a return.

E-mail: service@tesmart.de

2.3 When making your request via email, please provide the following information:

  • Order number
  • Proof of purchase
  • Photos or videos of the defective product (for faster processing)
  • Full delivery address
  • Telephone number

2.4 Processing time:

Our support team will respond within 24 hours to respond to your return request and provide you with the return address of the warehouse in your country/region.

For certain countries/regions (e.g., USA, Germany and EU), we may provide you with a prepaid return label to expedite the return/refund process.

2.5 Return address:

Please send the product to the return warehouse specified by TESmart.

2.6 Goods inspection:

Upon receipt, TESmart checks the returned product.

3. Refund process

3.1 Triggering the refund:

Once the returned product has been received and inspected by the warehouse, the refund will be initiated.

3.2. Refund period:

The refund will be processed within 5 working days after receiving the returned product in the warehouse.

3.3 Types of services after the sale:

3.3.1 Within 30 days of receipt:

Products that are about tesmart.de purchased can be returned within 30 returned or exchanged within [number] days if:
  • The original packaging is intact and all accessories are included.
  • Return photos will be provided in advance.
For non-quality-related issues: Returns and refunds are possible within 30 days. Return shipping costs are the responsibility of the customer.
In case of quality issues: Returns and refunds are possible within 30 days. TESmart covers the return shipping costs.

3.3.2 From 30 days to 2 years after receipt (warranty period):

No returns or refunds. Please contact us by email at service@tesmart.de.
After inspection by our technical team, we may offer a repair or replacement with the same model.
To ensure a quick resolution, a replacement product will be provided as a matter of preference.
⚠️ Note: Exchange means same model and is only valid for members.

3.3.3 Between 2 and 3 years after purchase (for VIP members):

  • No returns or refunds possible.
  • You can contact our support team to request an exchange for the same model.

  • If you are looking for the product 3 months Members who wish to upgrade from the date of purchase can do so as part of the upgrade program.&The trade-in program offers a discount of up to 50% on Receive the originally paid order amount for the new purchase.

    For detailed terms and conditions, please visit: https://tesmart.de/pages/tesmart-id-trade-in

3.4 If you have any questions about the above guidelines, please contact: service@tesmart.de.com


4. Customer Service & Problem solving

4.1 Contact:

For questions or support requests, please contact TESmart customer service.

📧 service@tesmart.de

4.2 Delayed refund (if no refund has been issued after 5 working days):

  • Check your bank account (make sure it's the account used for the purchase).
  • Contact your card issuer (credit/debit cards may experience delays).
  • Contact your bank to check the transaction status.

TESmart always pays attention to the protection and safeguarding of statutory consumer rights.
For cases not explicitly regulated or for changes/updates, the official announcement on the TESmart website shall be authoritative.