Returns Policy

Effective Date: August 11, 2025 (updated May 23, 2026)

At SmartTract, we want you to be completely satisfied with your purchase. However, due to the personal and nature of our products, we maintain strict hygiene and safety standards. This Returns Policy explains our return conditions, which prioritize customer health and product integrity.

Important Hygiene Notice

Due to hygiene and health safety requirements, ANY opened or used devices cannot be returned under any circumstances. SmartTract reserves the absolute right to deny any return that may compromise product safety or hygiene standards.

1. Return Period

  • 30-Day Return Window: You may return most items within 30 days of the original purchase date for a full refund or exchange.
  • Extended Holiday Returns: Items purchased between November 1st and December 25th may be returned until January 31st of the following year.

2. Eligible Items for Return

Items that CAN be returned (VERY LIMITED):

  • SmartTract devices in original, completely unopened and sealed packaging only
  • Items with all factory seals, shrink wrap, and protective covers intact
  • Products that show absolutely no signs of tampering or opening
  • Accessories in original, unopened packaging (cables, manuals, etc.)
  • Items with original receipt and within return timeframe

Items that are STRICTLY PROHIBITED from return:

  • ANY opened or used devices (ZERO TOLERANCE)
  • Products with broken, removed, or tampered packaging seals
  • Items that have been activated, tested, or used in any way
  • Products showing any signs of handling beyond inspection of exterior packaging
  • Items with missing original protective covers or hygiene seals
  • Products without original packaging or missing any components
  • Personalized, customized, or modified items
  • Digital products, software licenses, or downloadable content
  • Items returned after the return period has expired
  • Products damaged by misuse, normal wear, or improper storage

SmartTract Device Policy: We do not accept standard returns of any SmartTract device that has been opened, used, or compromised in any way due to FDA regulations and hygiene standards. This policy is non-negotiable for standard returns. For warranty claims see Section 6; for no-results refunds see Section 7.

3. How to Return Items

To initiate a return, please follow these steps:

  1. Contact Customer Service: Email us at support@smarttract.com or call our customer service line within the return period.
  2. Provide Order Information: Include your order number, item(s) you wish to return, and reason for return.
  3. Receive Return Authorization: We'll provide you with a Return Merchandise Authorization (RMA) number and return shipping instructions.
  4. Package Items Securely: Pack items in original packaging with all accessories, manuals, and components included.
  5. Ship Items Back: Use the prepaid return label we provide (for eligible returns) or ship using a trackable method.

4. Refunds and Processing

  • Processing Time: Once we receive your returned item, please allow 5-7 business days for inspection and processing.
  • Refund Method: Refunds will be issued to the original payment method used for the purchase.
  • Refund Amount: You'll receive a full refund of the item price. Original shipping costs are non-refundable unless the return is due to our error.
  • Return Shipping: We'll provide a prepaid return label for defective items or our errors. For other returns, return shipping costs are the customer's responsibility.

5. Exchanges

We offer exchanges for the same product in different specifications (size, color, etc.) subject to availability. If the new item costs more, you'll pay the difference. If it costs less, we'll refund the difference.

6. 1-Year Device Warranty

Every SmartTract Go device is covered by a 12-month manufacturer warranty from the date of original purchase. This warranty covers manufacturing defects, electrical failures, and component issues that occur under normal use.

  • What's covered: Device hardware failures, motor/pump malfunctions, charging issues, button or display defects, and firmware issues that prevent normal operation.
  • What's NOT covered: Damage from misuse, drops, water damage outside of the device's IP rating, unauthorized modifications or repairs, and normal wear of consumable accessories (seals, cylinders, lubricant).
  • How to claim: Email support@smarttract.com with your order number, a description of the issue, and a short video or photo if the defect is visible. We will repair or replace the device at our discretion, typically within 7–14 business days of claim approval.

Warranty claims are separate from our standard return policy and from our 180-Day No Results Guarantee (see Section 7).

7. 180-Day No Results Guarantee

We stand behind SmartTract. If you have followed our recommended training program consistently for 180 days and seen no improvement, you are eligible for a full refund of your device.

Eligibility Requirements

To qualify for the 180-Day No Results Guarantee, you must demonstrate consistent use throughout the full 180-day period:

  • 20 minutes per session
  • 5 days per week, every week, without skipping or breaks
  • App-logged sessions — every session must be tracked in the SmartTract Grow app so we can verify consistency

How to claim:

  1. Complete the full 180-day program with app-logged sessions.
  2. Submit your session history export from the SmartTract Grow app to support@smarttract.com with your order number.
  3. Our team will review your usage data within 7 business days.
  4. If your usage meets the eligibility requirements above and you have seen no measurable results, we will issue a full refund of the device price to your original payment method.

Important: This guarantee covers the device price only. Consumable accessories (lubricant, seals, etc.) are excluded. The 180-day guarantee period begins on the date of original purchase. Missed sessions, incomplete logging, or breaks of more than 2 consecutive days will void eligibility.

8. SmartTract's Right to Deny Returns

SmartTract reserves the absolute and unconditional right to deny any return for any reason, including but not limited to:

  • Hygiene and safety concerns
  • Suspected use or tampering of devices
  • Packaging that appears to have been opened or compromised
  • Products that do not meet our strict return criteria
  • Attempts to return items outside of acceptable conditions
  • Violation of any term in this returns policy

Our decision on return eligibility is final and not subject to appeal. This policy exists to protect the health and safety of all our customers.

9. International Returns

International customers are responsible for return shipping costs and any applicable duties or taxes. Please contact customer service before returning international orders.

10. Contact Us

If you have questions about returns or need assistance with your return, please contact us:

11. Policy Updates

We may update this Returns Policy from time to time. Any changes will be posted on this page with an updated effective date. Your continued use of our services after any changes constitutes acceptance of the new policy.

For more information, please review our other policies:

Terms & Conditions, Privacy Policy , Safety Disclaimer