Return and Refund Policy
Effective Date: April 2025
At The Smooth Essence, customer satisfaction is important to us. If you are not fully satisfied with your purchase, we are here to help.
1. Return Eligibility
We accept returns on eligible products within 30 days of delivery.
To qualify for a return, the item must:
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Be unused, unopened, and in its original condition
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Be returned in the original packaging
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Include all accessories, manuals, and complimentary items
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Be accompanied by proof of purchase or order confirmation
2. How to Request a Return
To initiate a return, please contact our customer support team within 30 days of receiving your order.
Contact Details:
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Email: support@thesmoothessence.com
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Phone: +1 (855) 707-2171
Please include your order number and the item you wish to return. Once approved, return instructions will be provided.
3. Return Shipping
For approved returns, return shipping instructions will be sent by our support team.
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For defective, damaged, or incorrect items, return shipping is covered by The Smooth Essence
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For change-of-mind returns, customers may be responsible for return shipping unless otherwise advised
We recommend using a trackable shipping service when returning any item.
4. Change of Mind Returns
If you wish to return an item due to a change of mind:
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The request must be made within 30 days of delivery
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The item must remain unused and in original packaging
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Approved returns may be subject to a 25% restocking fee
Refunds are issued once the returned item has been received and inspected.
5. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.
Please provide:
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Your order number
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Clear photos or videos showing the issue
Once reviewed, we will offer a replacement, exchange, or full refund where applicable.
6. Orders Lost in Transit
If your order has not arrived within the expected delivery timeframe, please contact us.
We will investigate with the shipping carrier and, if confirmed lost, offer either:
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A replacement item
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A full refund
7. Order Cancellations
Orders may be cancelled for a full refund before shipment.
If the order has already shipped, our standard return process will apply.
8. Non-Returnable Items
The following items are not eligible for return:
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Opened or used personal care products
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Customized or special-order items
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Gift cards
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Downloadable digital products
9. Professional Equipment Return Conditions
Due to the nature of professional-grade equipment, returns on these items may be subject to additional conditions.
• Return requests must be submitted for approval prior to any return
• Items must be unused, in original condition, and in original packaging
• Certain equipment may not be eligible for return once shipped unless defective
• Restocking fees may apply where applicable
10. Refund Processing
Once your return is received and inspected:
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Approved refunds will be processed to the original payment method
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Refund processing may take up to 10 business days depending on your payment provider
You will receive email confirmation once your refund has been processed.
11. Exchanges
We replace items only if they are defective, damaged, or incorrect upon arrival.
To request an exchange, contact:
12. Contact Information
The Smooth Essence
254 Chapman Rd, Ste 2058, #22700
Newark, DE 19702
Email: support@thesmoothessence.com
Phone: +1 (855) 707-2171
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM EST
