Refund policy
Returns
We hope every SMTH SKIN product becomes part of a routine you look forward to. If something isn’t right, eligible items may be returned within 30 days of delivery.
Return Eligibility
To be eligible for a return, the item must:
- Be returned within 30 days of delivery
- Be unused and unopened
- Be in its original condition and packaging
- Include all accessories, manuals, seals and components
- Have been purchased directly from SMTH SKIN
- Be accompanied by valid proof of purchase
For hygiene and safety reasons, opened or used personal-care products, skincare tools and grooming devices cannot be returned for a change of mind.
Products that arrive damaged, defective or incorrect will be reviewed separately and remain eligible for assistance even when the packaging has been opened to identify the problem.
Starting a Return
Email hello@smthskin.com before sending your item back.
Include your order number, the product being returned and the reason for your request. Photographs or video may be required when reporting damage, defects or an incorrect item.
Once approved, we’ll provide the applicable return instructions and return destination.
Returns must not be mailed to the address printed on the original shipping package unless our customer care team specifically instructs you to do so. Unauthorized returns may be refused.
Return Shipping
Customers are responsible for return-shipping costs on change-of-mind returns.
We recommend using a tracked shipping service and retaining your shipping receipt. SMTH SKIN is not responsible for a returned package that is lost or damaged while travelling back to the designated return facility.
When we confirm that an item was damaged, defective or incorrectly supplied, we will provide an appropriate resolution and cover approved return or replacement costs.
Refunds
Returned items are inspected before a refund is approved.
Once approved, the refund will be issued to the original payment method. Please allow 5–10 business days for your bank or payment provider to process the credit.
Original shipping fees and optional expedited-delivery charges are non-refundable unless the return results from an error by SMTH SKIN.
SMTH SKIN reserves the right to decline a refund when a returned product does not meet the eligibility requirements outlined above.
Damaged, Defective or Incorrect Orders
Inspect your order shortly after delivery.
Contact us within 7 days if your order arrives damaged, defective, incomplete or different from what you purchased. Include your order number and clear photographs or video of the item, packaging and shipping label.
Please retain the item and all packaging until your claim has been reviewed. Depending on the circumstances, we may provide troubleshooting assistance, a replacement, store credit or a refund.
Final-Sale Items
The following items are not eligible for change-of-mind returns:
- Opened or used personal-care and grooming products
- Products missing their original packaging or components
- Gift cards
- Items clearly marked Final Sale
- Complimentary gifts or promotional items
- Items damaged through misuse or failure to follow instructions
Final-sale status does not remove any rights that may apply to damaged, defective or incorrectly supplied products.
Exchanges
We do not currently process direct exchanges.
To purchase a different item, return the eligible original product in accordance with this policy and place a new order separately.
Order Cancellations
Contact us immediately if you need to cancel an order.
We cannot guarantee cancellation once the order has entered processing. Orders that have already shipped cannot be cancelled and must follow the standard return procedure once delivered.
Policy Abuse
We reserve the right to limit or refuse returns that show signs of misuse, excessive or fraudulent return activity or failure to comply with this policy.
Nothing in this policy is intended to restrict any non-waivable consumer rights available under applicable law. Canadian return rights can vary by province, and retailers are generally expected to clearly follow the return policy they publish.