Refund Policy

We want you to be completely satisfied with your purchase, and we understand that sometimes returns are necessary. You may return it to us for a full refund, store credit, or an exchange. Please read our return policy carefully to ensure a smooth and efficient process.

Returns

You have the right to return any product purchased from Smooche within 30 days of the delivery date. The product must be unused, in its original packaging, and in the same condition as when you received it.

Initiating a Return

• To initiate a return, please contact our customer service team at hey@smooche.com
• Provide your order number, a detailed reason for the return, and any supporting images if applicable.

Return Costs

Customers bear the responsibility for return shipping costs unless the return is a result of an error on our part or if the product is found to be defective/wrong item (variant). Please note that shipping delays due to customs clearance, which are beyond our control, are not considered valid reasons for initiating a return.

Return Authorization

Once your return request is approved, you will receive a link to process your Return Authorization (RA) number and instructions on how to proceed with the return.

Smooche functions on a global scale, and in certain instances, we may be unable to furnish a return label for shipping the return order. Nevertheless, you will be provided with a label containing return instructions.

In the event that your package arrives damaged, defective, or contains the wrong variant, we will cover the return shipping costs. You will receive a voucher code that can be applied during the return process. However, for any other return reasons not specified above, the customer will be responsible for the return shipping charges. We recommend using a traceable method to send back the item.

Return Orders with Issues: Damage/Wrong Variant

Products that are incorrect, defective, or damaged during transit are eligible for returns. The item must be in its original, unused condition and packaging. Upon reviewing your request, we will issue a Return Authorization (RA) number along with instructions on the return process. Please make sure to ship the return within 30 days of receiving the RA number.

Upon receiving the returned product, our team will inspect it for eligibility. If the return is approved, we will process a replacement or issue a refund, as per your preference.

Exchange Request

Exchanges are only applicable within the specified return period, typically within 30 days from the date of delivery. Ensure that the product is securely packaged to prevent damage during transit. We offer exchanges for products of equal value only. If the exchange item is of a different value, the customer is responsible for paying the price difference. Customers are responsible for the cost of return shipping.

Return Exceptions / Non-Returnable Items

All returns must adhere to the following conditions:

• Unused: Merchandise must remain in its original condition. We are unable to process returns for items that have been used.
• Damage-Free Requirement: Products should exhibit no indications of damage, unless they were received in a damaged condition.
• Special Exception: In specific instances, we may opt to dispatch a replacement item to you without necessitating the return of the original item. Should you find the replacement item unsatisfactory, both the original and replacement items must be returned to be eligible for a refund. Please note that this is a one time exception, and any subsequent replacements will only be issued upon the return of the items.

Restocking Fee

All returns are subject to a 15% restocking fee. This fee is designed to cover the costs associated with processing returns, restocking inventory, and any potential depreciation of the returned items.

Conditions for Waiver: Restocking fees may be waived under certain circumstances, such as:

• The item received is defective or damaged upon arrival.
• The wrong item was shipped, and a replacement is unavailable.

Requests for waiver will be evaluated on a case-by-case basis.

Changes to the Return Policy

Smooche reserves the right to modify or update this return policy at any time. Any changes will be effective immediately upon posting on our website.

If you have any questions or concerns about our Return Policy, please contact our customer service team at hey@smooche.com.

Shipping

At Smooche, we understand the importance of timely and reliable shipping to enhance your shopping experience. Please take a moment to review our shipping policy:

Processing Time

Orders are typically processed and shipped within 1 business day from the date of purchase, excluding weekends and holidays. During peak seasons or promotional periods, processing times may vary. We appreciate your patience during these times.

Shipping Method

We offer a standard shipping option to accommodate your needs. The availability of shipping method may vary depending on your location and the items in your order.

Shipping Rates

Shipping rates are calculated based on the weight, dimensions, and destination of your order.

Delivery Time

Delivery times vary depending on the destination of your order. Please note that unforeseen circumstances such as weather delays, customs clearance processes or carrier issues may impact delivery times.

Change of Address

If you need to change the shipping address for an order that has already been placed, please contact us as soon as possible. We will do our best to accommodate your request, but we cannot guarantee changes once an order has been processed for shipping.

Privacy Policy

You can find our Privacy Policy here.

Terms of Service

You can find our Terms of Service here.

Contact

Trade name: Smooche LLC

Email:hey@smooche.com

Physical address: Smooche LLC, 8605 Santa Monica Boulevard, PMB 44698, West Hollywood CA 90069, United States