Return Policy

Please Note:

We do not offer free returns. Return shipping charges apply.

Returns

Can I return my order?
Yes, you can return your order if you are not satisfied with the items. Returns are accepted within 14 days of receipt, provided the following conditions are met:

  1. The order includes all original parts, components, and packaging in its original condition.
  2. The product shows no signs of careless handling or breakage due to mishandling.
  3. Hygiene-related items must be thoroughly cleaned before initiating a return.
  4. The product is found to be defective immediately upon receipt.
  5. The customer is responsible for the return shipping costs.
  6. Returns will be processed within 7 working days, and if the conditions are met, we will acknowledge the return within this timeframe.

Smoovay reserves the right to refuse returns if items appear to have been used or damaged due to reasons unrelated to our handling.

How to Return Your Order

If your order meets the above conditions, please follow these steps to initiate a return:

  1. Send an email to support@smoovay.com with the following details:

    • Order number
    • Reason for the return
    • A photo of the product (in case of breakage)
    • Customer's full name
    • Customer's address

  2. Wait for our response with the correct return address. Do not send the return to the address on the package.

  3. Once approved, you may ship the product to the provided address. Please note that return shipping costs are the customer's responsibility.

Cancellation Policy

Right of Cancellation

If you are a consumer (a natural person making a purchase for non-commercial purposes), you have the right to cancel your order under the following conditions:

  • The cancellation period is 14 days from the day you or a designated third party (not the carrier) receives the goods.

Important Note:
Our system is fully automated, and orders are processed immediately after placement. This means cancellations cannot be made while the order is in transit. If the goods are already on their way, please wait to receive them and initiate a return afterward.

To exercise your right of cancellation, please send us a clear written request (e.g., by email) to support@smoovay.com, notifying us of your decision to cancel the contract.

Consequences of Cancellation

  • Once we receive your cancellation request and the returned goods, we will refund all payments you made (excluding delivery costs and any extra charges for non-standard delivery options).
  • Refunds will be issued using the same payment method you used for the original transaction, unless otherwise agreed.
  • Refunds will be processed within 14 days of receiving the returned goods.

Shipping in Transit

As our goods are shipped from Asia, transit times may be longer than usual and are beyond our control. If your order is already in transit, cancellation is not possible. Please wait until you receive the goods and then initiate a return.

To expedite the process, please provide us with a shipping confirmation when you ship the goods back to us.

Thank you for your understanding and cooperation!