Refund policy

Smilie™ Refund, Return & Exchange Policy

Last updated: [Insert Date]

Thank you for shopping with Smilie™. We want you to feel good about your purchase. Please read this policy carefully before requesting a return, exchange, or refund.

1. Return Window

You have 10 days from the date of delivery to request a return or exchange. Requests made after this window will not be accepted.

2. Eligibility for Returns & Exchanges

We understand you may want to try Smilie before deciding it's right for you, so we accept returns and exchanges even on opened or lightly used jars — as long as the product hasn't been significantly used up. To be eligible:

  • At least 70% of the powder remains in the jar (i.e. no more than roughly 30% has been used)
  • The jar, nano brush, wooden spoon, and tooth-shaped case are all returned together
  • The product shows no signs of contamination, tampering, or misuse
  • You have your order number or proof of purchase

If a returned jar doesn't meet this threshold, we'll let you know and offer store credit or a partial refund instead of a full refund, at our discretion.

3. Non-Returnable Items

The following are not eligible for return or refund:

  • Jars with less than 70% of the powder remaining
  • Jars showing signs of contamination, tampering, or misuse
  • Items marked "Final Sale" or purchased during a clearance promotion
  • Free gifts or promotional items included with an order (e.g. bonus nano brushes)
  • Gift cards

4. How to Request a Return or Exchange

  1. Email us at hello@smilie.pk or WhatsApp us at 0304-8847075 within 7 days of delivery, with your order number and reason for return.
  2. Our team will confirm your eligibility and share return instructions.
  3. Once approved, pack the item securely (original packaging preferred) and send it to the address we provide.
  4. Once we receive and inspect the item, we'll notify you of the approval or rejection of your return.

Please do not send items back without contacting us first — returns sent without prior approval may not be accepted.

5. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery with:

  • Your order number
  • Photos/video of the item and packaging as received

We'll offer a free replacement or full refund for verified damaged, defective, or incorrect items — no return shipping cost to you in these cases.

6. Return Shipping Costs

  • If the return is due to our error (wrong item, damaged, or defective product), we cover the return shipping cost.
  • If the return is due to a change of mind (where eligible under Section 2), the customer is responsible for return shipping costs.

(Adjust this if you'd rather absorb return shipping in all cases — some stores do this to reduce friction and boost conversion, at the cost of a thinner margin on returns.)

7. Refunds

Once your return is received and inspected, we'll send you an email to confirm approval or rejection of your refund.

  • Approved refunds are processed within 5–7 business days.
  • Refunds are issued to your original payment method. For Cash on Delivery (COD) orders, refunds are issued via bank transfer or Easypaisa/JazzCash to the account details you provide.
  • Please allow additional time for your bank or payment provider to reflect the refund, depending on their processing times.

8. Exchanges

We're happy to exchange an eligible, unopened item for a different size or a different product of equal value, subject to availability. If the item you'd like is unavailable, we'll offer a refund instead.

To request an exchange, follow the same steps in Section 4.

9. Order Cancellations

Orders can be cancelled free of charge before they are dispatched. Once an order has shipped, it can no longer be cancelled — please refer to our return process instead.

10. Contact Us

For any questions about this policy, reach out to us:

  • Email: hello@smilie.pk
  • WhatsApp/Phone: 0304-8847075
  • Instagram: @smilie.pk
  • Facebook: /Smilie.pk

Notes before you publish this (please review)

  • Return window (10 days): confirm this is the number you want — it should match what's shown anywhere else on your site (e.g. the comparison table's guarantee line).
  • Opened-jar returns (70% threshold): this is more generous than most personal-care brands offer, and it's a real differentiator worth featuring on your product page. Two things worth thinking through: (1) how you'll actually verify remaining product — weighing the jar is the most objective method, worth deciding now rather than per-dispute; (2) what happens to returned opened jars — most stores can't legally resell an opened personal-care item, so factor that cost into your margins rather than treating returns as free.
  • Refund timing (5–7 business days): adjust to your actual processing capability.
  • COD refund method: since Shopify Payments in Pakistan has gateway limitations, confirm bank transfer/Easypaisa/JazzCash is genuinely how you'll issue COD refunds.
  • Once finalized, this should also be linked in your footer ("Shipping & Return" / "Refund Policy") and can be added as a Policy under Settings → Policies in Shopify, which also auto-links it at checkout.