Order cancellation policy
Last updated: 6 August 2026
1. Cancellation by the customer, before dispatch
You may cancel your order at any time, free of charge and without giving a reason, as long as it has not yet been dispatched. Let us know as soon as possible:
- by phone or WhatsApp on +40 741 677 110, Monday to Friday, 09:00–18:00;
- by email to comenzi@smart-retrofit.ro, quoting your order number in the subject line.
We will confirm the cancellation in writing by email. Orders are usually dispatched the same working day, so please tell us as early as you can.
2. Cancellation after dispatch
If the parcel has already left us, the order can no longer be stopped. You do, however, have two options:
- Refuse the parcel on delivery. The courier returns it to us and we refund the amount paid.
- Accept the parcel and withdraw from the contract within 14 days, in accordance with our Returns policy.
3. Refunds
| Payment method | How it is refunded | Timeframe |
|---|---|---|
| Card online | Reversed to the same card | Within 14 days of cancellation |
| Cash on delivery | Nothing was collected; if the product was paid for and returned, by bank transfer to the account you specify | Within 14 days of receiving the product |
We charge no fee for cancellation or refund. The refunded amount includes the standard delivery cost, where that was paid.
4. Cancellation by the seller
In exceptional circumstances we may cancel an order, informing you and refunding any amounts paid in full and immediately:
- the product is no longer available from our supplier;
- an obvious pricing or description error on the site;
- we cannot confirm that the product is compatible with your vehicle and you would rather not take the risk;
- the delivery details are incomplete or incorrect and we cannot reach you for 5 working days;
- reasonable suspicion of fraud or an unauthorised transaction.
5. Orders that cannot be cancelled
The products we sell are standard catalogue items, so there are no bespoke orders that would limit your right to cancel. If in future we offer products configured specially at your request, this will be stated explicitly on the product page before you place the order.
6. Changing an order
If you only want to change something — the model, the delivery address or the payment method — there is no need to cancel. Write or call us and we will amend the order, provided it has not yet been dispatched.