Cancellation, Refund and Return Policy

1. Cancellation Policy

1.1 Before Order Shipment

• You have the right to cancel your order at any time before it is marked as “out for delivery”. To cancel, log in to your account on SmileShop, navigate to the “My Orders” section, and select the order you wish to cancel. Follow the provided cancellation instructions.
• Once we receive your cancellation request, we will immediately attempt to cancel the order. If the cancellation is successful, you will receive an email notification confirming the cancellation.

1.2 After Order Shipment

• Unfortunately, if your order has been shipped and is “out for delivery”, we are unable to cancel the order. However, you can choose to refuse the delivery when the package arrives. Please note that in such cases, the return shipping costs may apply depending on the nature of the goods and the reason for refusal.

2. Refund Policy

2.1 Eligibility for Refunds

• Cancelled Orders: If you cancel your order before shipment, you will be eligible for a full refund. The refund will include the cost of the products, as well as any applicable taxes. Shipping fees will be refunded only if the shipping was a prepaid service by SmileShop.
• Returned Non - Defective Products: For non - defective products returned within the specified return period (see Return Policy below), you are eligible for a refund. The refund amount will be the purchase price of the product, excluding any shipping fees that you may have paid for the original delivery.
• Defective or Incorrect Products: If you receive a defective product or a product that is not what you ordered, you are entitled to a full refund, including the original shipping fees.

2.2 Refund Process

• Cancelled Orders: Once your cancellation request is approved, the refund will be processed within 3 - 7 business days. The refund will be credited back to the original payment method you used for the purchase. For example, if you paid with a credit card, the refund will appear on your credit card statement. If you used an e - wallet, the refund will be credited to your e - wallet account.
• Returned Products: After we receive the returned product and inspect it to ensure it meets the return criteria (see Return Policy), we will process the refund within 5 - 10 business days. The refund will be issued in the same way as for cancelled orders, using the original payment method.

2.3 Exceptions

• Final Sale Items: Products marked as “final sale” are not eligible for refund. These items are clearly labeled as such on the product page during the purchase process.
• Digital Products: Digital products such as e - books, software licenses, and online courses are non - refundable once they have been downloaded or accessed, as they cannot be returned in their original state.

3. Return Policy

3.1 Return Period

• You can return non - defective products within 14 days from the date of receipt. For defective or incorrect products, please contact our customer service as soon as possible, and we will guide you through the return process.

3.2 Return Conditions

• Non - Defective Products: The product must be returned in its original condition, unused, with all original packaging, tags, and accessories. The product should not show any signs of wear or damage. If the product was part of a bundle or came with promotional items, all these must be returned together.
• Defective or Incorrect Products: For defective products, please describe the defect clearly when you initiate the return request. If you received an incorrect product, provide details of what you ordered and what you received. In both cases, the product should be returned in the condition it was received, along with all original items.

3.3 Return Process

• Initiating a Return: Log in to your SmileShop account, go to the “My Orders” section, and select the order containing the product you wish to return. Click on the “Return Request” button and follow the prompts to fill in the reason for the return.
• Return Authorization: After you submit the return request, our customer service team will review it. If the request is approved, you will receive a return authorization number and instructions on how to return the product. This may include a prepaid return label in some cases, especially for defective or incorrect products. If no prepaid label is provided, you will be responsible for the return shipping costs.
• Return Shipping: If you are using a prepaid return label, print the label and attach it to the package. Drop off the package at the designated shipping carrier location. If you are responsible for the shipping, choose a reliable shipping method and ensure that the package is properly labeled with the return address provided by us.
• Inspection and Processing: Once we receive the returned product, we will inspect it within 3 - 5 business days. If the product meets the return conditions, we will process the refund or replacement as applicable. If the product does not meet the conditions, we may contact you to discuss the issue.

4. Contact Information

• Email: smileshop.com@gmail.com
• Phone: 0649504686