At Smelito, we are committed to your satisfaction and stand behind the quality of our products. If you receive a damaged or incorrect product, we’re here to make it right. Please read our Returns and Refunds Policy carefully for a smooth and hassle-free return process.

Eligibility for Returns:

We accept returns under the following conditions:

Damaged Product: If you receive a product that is broken or damaged during transit, we will gladly accept the return.
Incorrect Product: In the rare event that you receive a product that is different from what you ordered, we will process a return for you.

How to Request a Return:

To initiate a return, please follow these steps:

Submit a Return Request: Contact our customer support team at [email protected] within 5 days of receiving your order. In your email, include the following information:
Your order number
A video of you opening the parcel, clearly showing the damaged or incorrect product
A brief description of the reason for the return
Approval: Our team will review your request and, if eligible, provide you with a return authorization.
Return Shipment: Once your return request is approved, securely pack the product in its original packaging and ship it to us using a trusted courier service. Be sure to include a copy of the return authorization in the package.

Refund or Replacement:

Upon receiving and inspecting the returned product, we will take the following action:

Refund: If you choose a refund, we will process it to the original payment method used for the purchase. Please allow 8-10 business days for the refund to be processed.
Replacement: If you opt for a replacement, we will ship the correct or undamaged product to you at no additional cost. Replacement items will be sent as soon as possible after the return is received and verified.

Non-Returnable Items:

Please note that some items are non-returnable, including but not limited to:

Products damaged due to misuse, negligence, or accident.
Products with visible signs of wear and tear.
Products returned without prior approval or outside the specified return window.

Contact Us:

If you have any questions or need assistance with the return process, please contact our customer support team at [email protected]. We are here to help and ensure your satisfaction.

Thank you for choosing Smelito. Your trust in our products and services is greatly appreciated.