Refund policy

Refund, Resend & Returns Policy

Last updated: September 17, 2025

We want you to be happy with every purchase at SMILE STORE. If something arrives damaged, is lost, or not as described, we’ll make it right quickly and fairly.

Quick answers

  • Window to report an issue: within 30 days of delivery (or of the latest estimated delivery date for undelivered orders).
  • What we may offer: refund, resend (replacement), or partial refund depending on the case.
  • Evidence: clear photos/videos of the product, packaging & shipping label; delivery status screenshots when needed.
  • Contact: info@smilestore.company or our Contact page.

1) Refunds

We may issue a full or partial refund in these situations:

Situation What we do What we need from you
Order never arrived (carrier shows no delivery) Full refund or resend Tracking screenshots, confirmation from local post office if available
Significantly delayed beyond estimated window Refund or resend Tracking history showing delay
Arrived damaged or defective Refund or replacement Photos/videos of the item, packaging, and shipping label
Wrong item / missing parts Refund, resend of correct item, or ship missing parts Photos of what you received + packaging & label
Cancel before shipment Full refund Request must reach us before the order is processed

Refunds are issued to the original payment method. Processing time depends on your bank or payment provider.

2) Resend (Replacement)

We may resend when the issue is due to transit damage, loss, wrong item, or missing parts. Depending on availability, we’ll ship a like-for-like replacement or the missing component(s).

3) Returns

Because international returns can be costly and slow, we usually resolve issues via refund or resend without a return. If a return is required, please contact us first to obtain authorization and the correct return address.

  • Initiate returns within 30 days of delivery.
  • Items must be unused, in original packaging, with all accessories and labels.
  • Buyer is responsible for return shipping and any customs charges.
  • Refund is issued after the item is received and passes inspection.

4) What isn’t covered

  • Change of mind or buyer’s remorse.
  • Wrong address or shipping details provided by the customer.
  • Packages shown as Delivered by the carrier (proof of non-receipt may be required from local post office to review).
  • Damage caused after delivery, wear-and-tear, or improper use.
  • Size/color ordered incorrectly.
  • Delays due to customs clearance or unpaid duties/taxes.
  • Final-sale, personalized, perishable, hazardous, or hygiene-sensitive items (unless defective on arrival).

5) How to request a refund or replacement

  1. Email us at info@smilestore.company (or use our Contact page) within 30 days.
  2. Include your order number, a description of the issue, and clear photos/videos (and tracking screenshots if applicable).
  3. We’ll review within 2–3 business days and confirm the solution (refund, resend, or return authorization).

6) Delivery & tracking notes

Estimated delivery windows are shown at checkout. Please allow for carrier or customs delays. If your package appears stalled, contact us so we can help investigate with the carrier.

FAQs

Do you accept returns for change of mind?
Generally, no. We do not accept returns for change of mind or buyer’s remorse. If your item is damaged, defective, or incorrect, we’ll resolve it with a refund or replacement.
My tracking shows “Delivered,” but I didn’t get it.
Please check with household members and neighbors, and contact your local post office or carrier depot. If they confirm non-receipt in writing, share that with us and we’ll review immediately.
How fast are refunds?
Once approved, we trigger the refund right away. Banks and payment providers typically complete it within a few business days (timing varies by provider).

Questions? We’re here to help: info@smilestore.company