Refund Policy

Returns and refunds

Please be aware that SM Shop Online does not accept change of mind return and refund requests for:

• Health and safety products

• Bulk purchases

• Products that have been opened

In other cases, we consider a change of mind request if it’s made within 14 days after the product has been delivered to the customer.  

‍Additionally, some products may have different change of mind policies, so we recommend you refer to their listings for specific information. 

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How do I submit a change of mind request?

 

To submit a change of mind request, kindly provide images or videos displaying goods in their original packaging, including the reason for return.

Please do not dispose of faulty items, as we may ask for the return of those items to inspect them. Additionally, please avoid sending them directly to us without prior consultation. Refunds will not be provided under such circumstances.

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How do returns work after a change of mind request is accepted? 

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After a change of mind request has been accepted, you’ll be provided with a return label, and we will refund the item price and the shipping fee minus return postage and a restocking fee of 10% of the item price and the shipping fee. If you have not been provided with a return label, we will refund the item price and the shipping fee minus a restocking fee of 10% of the item price and the shipping fee. 

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In case the customer changes their mind before the item is received, we will refund the item price and the shipping fee minus a restocking fee of 10% of the item price and the shipping fee.

Refunds for RTS (return to sender) will be provided after the item reaches the Supplier’s warehouse.