Last updated: 10/07/2025
Before attempting to return an order, please contact our customer service team at hello@smilesipusa.com to request a return authorisation.
To be eligible for a return, your item must be unused, in its original packaging, and in the same condition that you received it. You’ll also need to provide the receipt or proof of purchase. We reserve the right to request photos of the product before making a decision.
This Refunds Policy forms part of our Terms and Conditions of Sale. We reserve the right to update or change this policy at any time.
Please check your items carefully upon delivery and before use. If any issues arise, please contact us immediately so we can review and resolve the matter.
Exceptions / Non-returnable Items
We do not accept returns on gift cards.
If you have a question about a specific item, please contact us at hello@smilesipusa.com.
Refunds
We’ll notify you once we’ve received and inspected your return and confirm whether your refund is approved.
If approved, your refund will be issued to your original payment method within 10 business days.
Please note: It may take additional time for your bank or credit card company to process and post the refund.
If it’s been more than 15 business days since your return was approved and you haven’t received your refund, please contact us at hello@smilesipusa.com.
What Should I Do If I Receive the Wrong Item?
We do our best to pack orders correctly, but mistakes can happen.
If you receive the wrong item, please accept our apologies and contact hello@smilesipusa.com.
We may ask for photos to help us review the issue and find the best solution quickly. Our team will resolve the matter with minimal inconvenience.
What Should I Do If My Item Arrives Damaged?
We take care in packing your order, but damage during transit can occur.
Please do not refuse delivery. Instead, accept the package and contact us immediately at hello@smilesipusa.com.
Attach clear photos of the damage in your email. A team member will review the issue and may offer a refund or replacement depending on the type of damage or defect.
If your product does not have a major fault, we’ll provide a replacement within a reasonable time.
How Do I Report a Faulty Product?
If you believe your item has a fault, please contact us at hello@smilesipusa.com.
Include a description of the issue and attach photos if possible.
We take product quality seriously and will investigate the fault. Based on our review, we may offer a repair, replacement, or refund.
We do not refund return shipping costs if no fault is found after inspection.
Return postage (if applicable) will be communicated once testing is complete.
Complaints
If you are not satisfied with how your return or replacement was handled, we want to hear from you.
Please email hello@smilesipusa.com, and a member of our customer support team will follow up to help resolve the issue.