Order Cancellations
If your order hasn't shipped yet, we're happy to cancel it and issue a full refund. Once it ships, it's no longer eligible for cancellation and falls under our return/warranty policy below.
Returns — Change of Mind
If you'd like to return a product simply because you didn't like it (no defect), you have 30 days from delivery to initiate the return. The product must be unopened and unused and in its original condition to qualify. You'll be refunded the cost of the product minus original shipping, and you're responsible for the cost of shipping it back to us.
Returns — Broken Product (0–30 Days)
If a part breaks within 30 days of delivery, you have the choice of a full refund (minus original shipping) or a free replacement part. You'll need to provide a photo of the broken part to process either option — no need to send the broken item back to us.
Warranty Replacement — Broken Product (31–90 Days)
If a part breaks after 30 days but within 90 days of delivery, we'll replace the broken part — not the full kit (pipe, qtips, funnel, etc.) — and we'll cover the shipping cost to send you the replacement. A refund is not available during this window; replacement only. A photo of the broken part is required; no need to send the broken part back to us.
This replacement offer is limited to one per product per customer within the 90-day window (whether claimed during the 0-30 day period or the 31-90 day period). If a second part breaks after a replacement has already been issued, it will no longer qualify for a free replacement — but the customer can purchase the replacement part at a 30% discount.
Refund Processing
Approved refunds are processed within 5-7 business days back to your original payment method.
Shipping Timing
We ship every order promptly Monday-Friday by 4PM and do our best to get it to you on time. Once a package is handed off to the carrier, delivery timing is out of our hands — we can't guarantee or control delays caused by the courier.
Lost Packages
If tracking shows your package has not been delivered within 15 days of shipment, we'll cover the cost and send a full package replacement.
Shipping Address Accuracy
Before your order ships, you'll be asked to confirm your shipping address at checkout. By confirming, you're verifying that address is correct. Smosi is not responsible for orders shipped to an incorrect address that was confirmed by the customer. If a package is delivered to the wrong address due to an address error on the customer's end, the customer will be responsible for shipping costs to send a replacement.
Service Area
This policy applies to orders shipped within the United States only.
Questions?
If you have any questions about your order, return, or warranty, please contact us at Support@smosilife.com.
