Returns & Refunds

We have a 30‑day return policy, which means you have 30 days after receiving your item to request a return. This is our standard return window for eligible products. Refunds are processed within 7 days of item receipt and inspection.

Return Initiation Process

Email standard@smttr.com with your order number, the item(s) you'd like to return, and the reason for return. Once your return is approved, we'll issue an RMA number and provide packing instructions and the return address below.

Items sent back without first requesting a return/RMA will not be accepted.

Return Address

Standard Matter LLC, 2020 Main St, Ste 1200, Irvine, California 92614, United States

Eligibility Requirements

To be eligible for a return, your item must be in the same condition you received it — unopened and sealed (where factory seals apply), and in the original packaging with all accessories. You'll also need the receipt or proof of purchase.

Exceptions Policy (Non‑Returnable Categories)

Some items are not eligible for return due to integrity, safety, and serialization controls:

• Opened GPUs or CPUs (tamper risk, heat exposure, serialized tracking)
• Custom‑built systems or configured workstations (supported under warranty only; non-returnable)
• OEM or bare PCBs (no original packaging)
• Products showing signs of use, installation, or modification (scratches, thermal paste, BIOS changes, removed seals)
• Software licenses or digital keys (non‑refundable once issued)
• Gift cards

Open‑Box / Restocking Fees

Approved open‑box returns may incur a 15% restocking fee to cover testing, repackaging, and integrity checks. Any applicable fee will be clearly disclosed in your RMA approval before you ship the item back.

Products that are received by the customer in damaged or defective condition will not be subject to a restocking fee.

Return Shipping Fees

Unless the return is due to our error (wrong item shipped), carrier damage reported within 48 hours, or DOA verified by support, the customer is responsible for return shipping costs. You may:

• Use your own carrier and share a trackable number (cost paid directly to the carrier by you), or
• Request an SMTTR prepaid label; in this case, we will deduct the exact label cost (at our carrier rate, disclosed before issuance) from your refund.

Defective, damaged on arrival, or incorrect items: Once verified by support (and if damage is reported within the stated window), SMTTR will issue a trackable prepaid return label at no cost, and no restocking fees apply.

All returns must be authorized (RMA required) and shipped within the applicable return window.

Damages & Issues

We have a 48-hour damage reporting window. Please inspect your order upon receiving it and contact us within 48 hours if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right. To process any claim, we require:

• Clear photos of the shipping box (all sides)
• Photos of the damaged or incorrect product
• A brief description of the issue

Exchanges

We accept exchanges. The fastest way to get what you want is to return the item (subject to the above eligibility). Once the return is accepted, make a separate purchase for the replacement item.

Sale Items / Promotions

Unless marked Final Sale on the product page, sale or promotional items follow the same 30‑day standard return policy and eligibility rules above.

EU Right of Withdrawal (30‑Day Cooling‑Off Period)

If your order ships to the European Union, you have the right to cancel or return your order within 30 days for any reason. Items must be in the same condition you received them — unused/uninstalled and in original packaging. Proof of purchase is required.

This right does not apply to custom‑built systems or digital goods.

Refunds

If approved (subject to the above eligibility), SMTTR will process the refund within 5 business days to your original payment method. Please remember it can take your bank or card issuer up to 10 additional business days to post the refund.

If more than 15 business days have passed since we approved your refund, contact us at standard@smttr.com.

Order Cancellations & Pre‑Orders

Cancellation Window

You may cancel your order within 4 hours of placing it. The 4‑hour window is calculated from the timestamp on your order confirmation email.

How to Cancel

Email standard@smttr.com with the subject "Cancel Order" and include:

• Your order number
• The email/name used at checkout
• The reason for cancellation (optional)

We'll confirm receipt and respond within 2 business days. If your cancellation is approved within the window, we'll void the order before shipment.

After 4 Hours

After 4 hours, processing may have begun and cancellation is not guaranteed. If the order has already shipped, please refer to our Returns & Refunds Policy to initiate a return once delivered. Address rerouting is not permitted after order confirmation (fraud prevention).

If a cancellation is requested more than 4 hours after the order confirmation email timestamp, or if an approved return/refund is requested after that 4‑hour window, a 3.5% payment processing fee will be deducted from the refund amount. This fee reflects non-refundable charges retained by our payment processor and is separate from any applicable restocking fee or return shipping deduction.

This fee does not apply to refunds issued due to our error, verified DOA items, or carrier damage reported within 48 hours. Where required by law, this fee will not apply.

Refund Timing

Approved cancellations are refunded to your original payment method within 5–7 business days. Your bank or card issuer may require up to 10 additional business days to post the credit.

Pre‑Orders

SMTTR does not offer pre‑orders at this time. If an item is temporarily unavailable, you may request a stock notification by contacting standard@smttr.com.

Customer support: If there is a genuine issue with your order, please contact standard@smttr.com. We aim to review requests fairly and provide clear next steps.