Policy · SMARTBRAINZ Education
Refund & Returns
How returns, exchanges, and refunds work across our own products and products sold by marketplace vendors — including timeframes and what's not eligible.
General Policy
Thank you for choosing SMARTBRAINZ Education. We are committed to providing high-quality educational products and services. This Refund & Returns Policy explains the conditions under which refunds, returns, and exchanges may be requested.
We encourage customers to carefully review product descriptions before making a purchase. By purchasing from SMARTBRAINZ Education, you agree to this Refund & Returns Policy.
Physical Products
Physical products such as books, DIY educational kits, robotics kits, VR learning kits, and other educational materials may be returned within the window above, provided that:
- The item is unused and in its original condition.
- All original packaging, accessories, and documentation are included.
- Proof of purchase or order confirmation is provided.
Items returned after the eligible return period may not qualify for a refund or exchange.
Non-Returnable Products
The following items are generally not eligible for return or refund:
- Digital downloads
- eBooks
- Online courses
- AI-generated educational content
- Software licenses
- Subscription plans
- Gift cards or promotional vouchers
- Customized or personalized educational materials
- Products damaged due to misuse or improper handling
Digital Products & AI Services
Due to the nature of digital content, all purchases of digital products and AI-powered services — including access to HAYDEE AI Teacher and other online learning platforms — are considered final once access has been granted.
- The service was not delivered due to a verified technical issue caused by us.
- Duplicate payments were made.
- Access could not be provided despite reasonable troubleshooting efforts.
Refund requests based solely on user preference, change of mind, or lack of usage are generally not eligible.
Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect physical product, please contact us within the window above. Please include:
- Order number
- Description of the issue
- Photographs showing the damage or incorrect item
- A replacement
- A repair (where applicable)
- A full or partial refund
Refund Process
- Your refund request is received and reviewed by our team.
- We notify you of the outcome by email.
- If approved, the refund is processed to your original payment method within 7–14 business days, depending on your payment provider or bank.
Late or Missing Refunds
If you have not received your refund after the expected processing period:
- Check your bank or payment account.
- Contact your credit card company or payment provider — processing times can vary.
- Contact your bank directly for further confirmation.
If you still have not received your refund, please contact our support team.
Exchanges
We replace physical products only if they are defective, damaged during shipping, or if an incorrect item was delivered.
Return Shipping
Unless the return is due to our error, customers are responsible for return shipping costs.
We recommend using a trackable shipping service for valuable items. SMARTBRAINZ Education cannot be responsible for returned packages that are lost during transit.
Order Cancellation
Orders for physical products may be cancelled before they are shipped.
Digital products, software subscriptions, AI services, and online course access generally cannot be cancelled once access has been activated.
Marketplace Vendor Returns New
Some products on our website are listed and fulfilled by independent third-party Vendors on our marketplace. For these orders:
- The return and refund windows in this policy apply equally to Vendor-fulfilled products, unless the Vendor's own listing states otherwise.
- Refund requests for Vendor products are submitted to our support team, who coordinate the return, inspection, and resolution with the Vendor on your behalf.
- Approved refunds for Vendor products are processed to your original payment method within the same timeframes as our own products.
- SMARTBRAINZ Education is not liable for a Vendor's delay in confirming a return, but we act as mediator to help reach a fair outcome.
- For full detail on how Vendor orders are handled, see our Terms & Conditions.
Educational Institution Orders
Orders placed by schools, colleges, educational institutions, or organizations under special agreements may be governed by separate contractual terms. Those terms will take precedence where applicable.
Policy Updates
We reserve the right to modify this Refund & Returns Policy at any time. Updated versions will be published on this page with the revised effective date.
Contact Us
If you have any questions regarding refunds, returns, cancellations, or exchanges, please contact us: