Refund Policy

1. General Return Conditions

We offer a standard return period of 30 days from the date of delivery. To be eligible for a return, your item must remain in the same condition that you received it. This means the product must be unused, in its original factory packaging, and include all tags, instructions, and protective materials provided at the time of purchase.

• Evidence of a valid purchase (invoice or order number) is mandatory for all requests.
• Items showing signs of wear, modification, or damage not caused by our shipping process will be rejected.
• Protective seals on specialized cargo containers or accessory kits must remain intact.

2. Non-Returnable and Final Sale Items

Certain types of items cannot be returned due to hygiene, safety, or logistical reasons. We do not accept returns for:

• Personal use items that have been opened or had their hygiene seals broken.
• Custom-made or personalized storage equipment specifically manufactured to your specifications.
• Hazardous materials or flammable liquids (if applicable to specific cleaning kits).
• Gift cards and downloadable digital content.
• Items purchased during final clearance or liquidation events.

3. The Return Process

To initiate a return, please follow these steps to ensure efficient processing:

First, contact our support team at [email protected] or call us at 14039902792 to obtain a Return Merchandise Authorization (RMA) number. Returns sent without prior authorization may be delayed or refused at our warehouse facility located at 347 Shaw St, Toronto, ON M6J 2X4, Canada.

Once authorized, please pack the item securely in its original box. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item. Shipping costs for returns are the responsibility of the customer, except in cases of manufacturing defects.

4. Refund Approval and Processing

Once your return is received and inspected by our quality control team, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund based on the condition of the product.

If approved, your refund will be processed immediately. A credit will automatically be applied to your original method of payment within 7 to 10 business days. Please note that banks and credit card companies may require additional time to post the transaction to your account statements.

5. Damaged or Defective Items

We take great pride in our logistics, but if you receive a product that is damaged or defective upon arrival, please notify us within 48 hours of delivery. To expedite the resolution, please provide clear photographic evidence of the damage to both the product and the packaging. In these instances, Cargo Smok will cover all return shipping costs and offer a full refund or a replacement at no additional charge to the customer.

6. Late or Missing Refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund, please reach out to us at [email protected] for further investigation.

7. Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same model due to a defect, please contact our support team. We do not offer direct exchanges for different products; in such cases, we recommend returning the original item for a refund and placing a new order for the desired product.