Returns & Exchanges Policy

We want you to feel confident in your purchase. If something isn’t right, we’re here to help.

30-Day Return Window

You may request a return within 30 days of delivery by contacting our Care Concierge at CareConcierge@smooziq.com.

Return Eligibility

To be eligible for a return and refund:

  • Your request must be made within 30 days of delivery

  • The item must be returned to us to receive a full refund

  • Items must be unused, unopened, and in original packaging

  • Proof of purchase is required (order number/receipt)

Hygiene & Safety Notice: For personal care products, we cannot accept returns of opened or used items.

Return Shipping

  • Customers are responsible for return shipping costs.

  • We recommend using a trackable shipping method. We are not responsible for returns lost in transit.

Refunds

Once your return is received and inspected, we’ll notify you of the approval status.

  • Approved refunds are issued to the original payment method

  • Please allow 5–10 business days for your bank/payment provider to process the refund

  • Original shipping charges are non-refundable (unless the return is due to our error)

Exchanges (Damaged / Defective / Wrong Item)

We replace items at no additional cost if your order arrives damaged, defective, or you received the wrong item.

  • Contact us within 7 days of delivery

  • Include your order number and photos of the item and packaging
    If approved, we’ll send a replacement.

Damaged or Missing Packages

If your package arrives damaged, contact us within 7 days with photos.
If tracking shows “delivered” but you didn’t receive it, contact us within 7 days so we can help investigate.

Non-Returnable Items

  • Opened or used personal care items

  • Gift cards

  • Final sale items (if marked)

How to Start a Return

Email CareConcierge@smooziq.com with:

  • Order number

  • Reason for return

  • (If damaged) photos of the product + packaging