Return & Refund Policy

Last updated: 22 September 2026

At Smooshy, we want you to receive your order in perfect condition.

Because our products are personal-care products, certain restrictions apply to returns for hygiene, safety and quality-control reasons.

Please read the policy below before requesting a return, replacement or refund.

1. Returns

You may request a return within 7 days of receiving your order, provided that:

• The product has not been opened or used

• The product seal, where applicable, remains intact

• The product is in its original packaging

• The packaging has not been damaged by the customer

• You can provide your order number or other proof of purchase

All returns must first be approved by Smooshy.

Please do not send a product back to us without contacting our customer-support team first. Unauthorised returns may not be accepted.

2. Personal-Care & Hygiene Products

For health, hygiene and quality-control reasons, we cannot normally accept returns of personal-care products that have been:

• Opened

• Used

• Partially used

• Tampered with

• Removed from sealed packaging where applicable

A change of mind after opening or using the product does not qualify for a return or refund.

This does not affect situations where the product is damaged, defective, incorrect or otherwise qualifies for a remedy under applicable law.

3. Damaged, Leaking, Defective or Incorrect Orders

Please inspect your parcel as soon as it arrives.

If your order is:

• Damaged during delivery

• Leaking

• Defective

• Missing an item

• Different from the product you ordered

please contact us within 48 hours of delivery.

To help us resolve the issue, please provide:

• Your order number

• Your name and contact number

• Clear photographs of the product

• Clear photographs of the outer packaging

• A short description of the problem

We may also request a short unboxing video or additional photographs where reasonably necessary to verify shipping damage, leakage, missing products or incorrect items.

Once verified, we may offer an appropriate replacement, exchange or refund, depending on the circumstances.

4. Items That Cannot Be Returned

Returns will generally not be accepted for:

• Opened or used personal-care products

• Products returned because the customer did not like the fragrance, texture or personal experience after using the product

• Products damaged through misuse, improper storage or handling after delivery

• Products purchased from an unauthorised third-party seller

• Free gifts or promotional items

• Products returned without proof of purchase

• Products returned without prior approval from Smooshy

Sale or promotional products may also be non-returnable unless they arrive damaged, defective or incorrect.

5. Skin Sensitivity & Individual Results

Skincare and body-care products may perform differently from person to person.

Individual results can vary depending on skin type, routine, frequency of use and other factors.

A product will not ordinarily qualify for a refund solely because the customer did not achieve a particular cosmetic result.

If irritation or unexpected sensitivity occurs, discontinue use and seek appropriate professional advice where necessary.

If you believe the product itself is defective or there is a quality issue, please contact our customer-support team so that we can investigate.

6. Return Shipping

If a return is approved because:

• We sent you the wrong product

• The product arrived damaged

• The product arrived defective

• There was an error by Smooshy

Smooshy will arrange or reimburse reasonable return shipping where applicable.

For an approved change-of-mind return involving an unopened product, return delivery charges may be the customer's responsibility.

Original delivery charges are normally non-refundable unless the return resulted from an error by Smooshy.

7. Return Inspection

Returned products will be inspected once received.

We reserve the right to decline a return if:

• The product has been opened or used

• The original packaging is missing

• The product has been damaged after delivery

• The returned product does not match the original order

• The return does not meet the conditions described in this policy

We will notify you once your return has been inspected and let you know whether it has been approved.

8. Refunds

If your refund is approved, we will initiate the refund using an appropriate payment method.

For prepaid orders, refunds will normally be returned to the original payment method where possible.

For Cash on Delivery (COD) orders, we may request bank account or approved digital-payment details so that the refund can be transferred to you.

Approved refunds are generally processed by Smooshy within 7–10 business days.

Your bank, card provider or payment service may require additional processing time before the amount appears in your account.

9. Exchanges & Replacements

Where an item has arrived damaged, defective or incorrect, Smooshy may offer a replacement instead of a refund where appropriate.

Replacement availability depends on stock.

If the replacement product is unavailable, we may issue a refund instead.

10. Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

We will try to accommodate the request if the order has not yet been dispatched.

Once an order has been processed or handed over to the courier, cancellation may no longer be possible.

11. Refused Cash on Delivery Orders

Please place Cash on Delivery orders only if you intend to receive them.

Repeated refusal of confirmed COD deliveries or repeated unsuccessful delivery attempts may result in Smooshy:

• Restricting Cash on Delivery for future orders

• Requesting advance payment for future orders

• Cancelling orders that appear fraudulent or abusive

12. Incorrect Shipping Information

Customers are responsible for providing a complete and accurate:

• Name

• Delivery address

• Phone number

• City and delivery information

If a parcel is returned because incorrect or incomplete information was provided, additional shipping charges may apply before the order can be dispatched again.

13. How to Request a Return or Refund

To request assistance, contact:

Smooshy Customer Support
Email: smooshypk@gmail.com

Please include your order number and details of your request.

If a physical return is required, our support team will provide the approved return address and instructions.

Please do not ship a return without prior approval.

14. Your Consumer Rights

This policy is intended to provide a clear process for returns, refunds and product issues and does not exclude or restrict any rights that customers may have under applicable consumer-protection law.