Refund policy

Satisfaction Guarantee

At Smile-em, we are confident that you will be satisfied with your purchase. However, if any issues arise, we are here to assist you.

Standard Return Policy

We strive to design and provide products that meet your needs, but we understand that sometimes expectations may not be met.

  • Customers may request a return within 30 days of product delivery.

  • Please review the following terms and conditions carefully before requesting a return or exchange.

Non-Returnable Items:

  • Clearance items, including special sales such as Mystery Boxes, are final sale and not eligible for returns or exchanges.

Damaged, Incorrect, or Missing Items:

  • If you received missing, incorrect, or defective items, please provide:

    • A photo of the packaging with the SKU visible.

    • A photo of the shipping label or tracking number.

  • This documentation will help us resolve your issue quickly.

Conditions for Returns

  • Returned items must have been purchased directly from Smile-em’s official store. Products bought from unauthorized resellers or offline channels are not eligible.

  • Items must be returned in their original quality and functionality.

  • Only unused and unopened products are eligible for a full refund.

  • Returns must include all original tags, accessories, manuals, gifts, and packaging materials provided with the order.

Returns will not be accepted under these conditions:

  • Incomplete product packaging.

  • Items that are damaged, missing parts, soiled, or otherwise not in original condition.

  • Missing labels, product identifiers, manuals, or original packaging.

  • Opened or used products that are not defective.

Important: Please ensure that returned goods are properly packaged to avoid damage or loss during return shipping. Smile-em is not responsible for returns damaged or lost in transit.

Delivery of Returned Goods: All items from the same order must be returned together. We may refuse returns shipped in multiple installments.

Shipping Costs for Returns and Exchanges

  • If the return is due to product defects, incorrect items, or missing accessories, Smile-em will cover the return shipping costs.

  • If the return is due to personal preference (e.g., wrong color, change of mind), the customer is responsible for the return shipping costs.

Please contact us for return instructions before shipping any items back.

Refunds

  • If all return conditions are met, we will refund the purchase price of the returned items.

  • Please note that original shipping fees are non-refundable.

  • If returned items do not meet the return conditions, a refund will not be issued.

  • Refunds are processed to the original payment method, typically within 7–10 business days after inspection at our warehouse.

Return Process

  1. Contact us within 30 days of delivery with your order number, reason for return, and product photos.

  2. Our customer service team will review your request and respond within 1–3 business days.

  3. Once approved, please return the product(s) within 3 days, including all required items.

  4. Returns must be sent via a courier that provides Proof of Delivery (POD). Without POD, we may be unable to process your refund.

  5. Our warehouse will inspect each returned item to confirm compliance with our return conditions.

  6. If approved, we will refund the agreed amount (usually the actual price paid minus non-refundable costs).

Exchanges

  • The fastest way to exchange is to return the item and place a new order after your return is accepted.

Cancellations Before Shipment

  • Smile-em may cancel orders before shipment in certain cases (e.g., incorrect order details, suspicious payments, or regulatory requirements).

  • If canceled, the full refund will be issued promptly.

Cancellation Policy After Purchase

  • Once an order is placed, we cannot accept cancellation requests because our fulfillment system processes orders quickly.

Contact Us

For any questions about returns, refunds, or exchanges, please contact us.