Refund policy

REFUND & RETURN POLICY

Smooche
13 N Washington St, Ypsilanti, MI 48197

support@smooche.us 

Phone: (734) 315-0888

Smooche began as a small studio with one mission: to redefine how the world sees cosmetics. If something isn’t right, we’ll make it right — fairly and kindly.

1. Overview

We want you to love your Smooche products. But if you need to return something, this policy explains how returns, refunds, and cancellations work.

This policy applies to all orders shipped within the United States and complies with Michigan and US consumer protection laws.

2. 30-Day Return Window

You have 30 days from the date of delivery to request a return.

To be eligible:

  • The item must be unused, unopened, and still in its original sealed packaging

  • You must request the return within 30 days of delivery

  • Once approved, you have 14 days to ship the item back to us

3. Hygiene & Safety Exception (Very Important)

Due to health and safety regulations for cosmetics:

We cannot accept returns of:

  • Used or tested products (even once)

  • Products with broken seals

  • Products that have been opened, swatched, or partially used

Why? For your safety and the safety of others, we cannot resell opened cosmetics.

If you receive a defective or damaged item, skip to Section 6 below — we will replace it.

4. Non-Returnable Items

The following cannot be returned or refunded:

  • Opened or used cosmetics (see Section 3)

  • Final sale / clearance items (clearly marked at checkout)

  • Gift cards

  • Free samples or promotional items

These exceptions do not affect your rights if the product is faulty or not as described.

5. Return Shipping Costs



Reason for return Who pays shipping?
Changed your mind (unopened, unused) You pay return shipping
Damaged, defective, or wrong item We pay — free return label provided
Allergic reaction (documented) Case by case — contact us first

Return shipping for “changed mind” returns is typically $5–8 via USPS ground.

6. Damaged, Defective, or Incorrect Items

We stand behind our small-batch quality. If your item arrives damaged, defective, or incorrect:

You are entitled to:

  • A free replacement, or

  • A full refund (including original shipping costs)

How to report:
Contact us within 7 days of delivery at support@smooche.us with:

  • Your order number

  • Clear photos or a short video showing the issue

  • A brief description

We will respond within 1 business day and provide a prepaid return label.

Once we receive the damaged item, we will ship your replacement or issue a refund within 3 business days.

7. How to Return an Item (Changed Mind / Unopened)

  1. Email support@smooche.us with your order number and reason for return

  2. We will send you return instructions (you will pay for shipping)

  3. Pack the item unopened, sealed, in original packaging

  4. Ship to:

Smooche Returns
13 N Washington St, Ypsilanti, MI 48197

  1. Once received and inspected, we will refund you within 5–7 business days

8. Refund Process

  • Refunds go back to your original payment method (credit card, PayPal, etc.)

  • Processing time after we receive the return: 5–7 business days

  • Your bank or card issuer may take additional 3–10 business days to post the refund

Partial refunds may be issued if:

  • The item is returned opened or used (refund denied or 50% deduction)

  • Return is requested after 30 days (subject to approval, restocking fee applies)

9. Restocking Fee

For non-defective returns (“changed mind”):

  • No restocking fee if unopened and returned within 30 days

  • 15% restocking fee if returned after 30 days (but within 45 days, case by case)

Defective/damaged returns have no restocking fee.

10. Cancellations

  • You may cancel your order within 6 hours of placing it — email support@smooche.us

  • After 6 hours, your order may already be in processing and cannot be canceled

  • If canceled before shipping, you will receive a full refund within 3 business days

11. Gift Returns

If you received a Smooche product as a gift:

  • We can issue a gift credit (store credit) to the gift recipient

  • The original purchaser’s refund rights still apply if they contact us

  • You will need the order number or gift receipt

Gift returns must also be unopened and unused.

12. Allergic Reactions

Because everyone’s skin is different, we cannot guarantee zero reactions.

However, if you have a documented allergic reaction (photo and description required):

  • Contact us within 7 days of reaction onset

  • We will offer either: a full refund, store credit, or a different product

  • You may be asked to return the remaining product (we pay shipping)

This does not waive our legal obligations under Michigan law for product safety.

13. Final Sale Items

Items marked Final Sale or Clearance at checkout cannot be returned or refunded for any reason unless they arrive damaged or defective.

14. Contact Us for Returns

📧 support@smooche.us
📞 (734) 315-0888

Please always include your order number in the subject line.