Return & Refund Policy

At HerSmooth, customer satisfaction is important to us. This Return & Refund Policy explains how returns, refunds, replacements, and cancellations are handled.

1. 30-Day Return Window

Customers may request a return within 30 days of receiving their order.

The return period begins on the date the carrier confirms delivery.

2. Return Authorization Required

Before returning any item, please contact:

support@hersmooth.com

Please include:

  • Order number

  • Full name

  • Email address used at checkout

  • Reason for return

  • Photos if the item is damaged, defective, or incorrect

Returns sent without prior authorization may not be accepted.

3. Cosmetic Product Return Eligibility

Because HerSmooth products are cosmetic products, returns are only eligible if:

  • The product is unopened and unused

  • The product arrived damaged

  • The product arrived defective

  • The wrong product was received

For hygiene and safety reasons, opened or used products are generally not eligible for return unless required by law.

4. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery.

Please provide:

  • Order number

  • Description of the issue

  • Clear photos of the product

  • Photos of packaging

  • Shipping label photo

After review, we may offer:

  • Replacement

  • Store credit

  • Partial refund

  • Full refund

5. Return Shipping Costs

Customers are responsible for return shipping costs unless:

  • The wrong item was received

  • The item arrived damaged

  • The item arrived defective

We recommend using a tracked shipping method.

6. Refund Processing

Once the returned item is received and inspected, approved refunds will be issued to the original payment method.

Refunds are typically processed within 14 business days.

Processing times may vary depending on your bank or payment provider.

7. Order Cancellations

Orders may be cancelled within 1 hour of purchase.

After this period, cancellation may no longer be possible because the order may already be processing.

A cancellation request is only confirmed once you receive written confirmation from HerSmooth.

8. Delivered Orders

Once a package has been marked as delivered by the carrier, it is considered delivered.

If you cannot locate your package, we recommend checking:

  • Household members

  • Neighbors

  • Building management

  • Mailrooms

  • Parcel lockers

  • Local delivery carrier

9. Chargebacks & Payment Disputes

We encourage customers to contact us before opening a chargeback or payment dispute.

Opening a chargeback may delay the resolution process while the payment provider investigates the claim.

We reserve the right to provide evidence including:

  • Tracking information

  • Delivery confirmation

  • Customer communications

  • Order records

  • Policy acceptance records

10. Policy Abuse

We reserve the right to refuse refunds, returns, replacements, or future purchases in cases of:

  • Fraud

  • Chargeback abuse

  • False claims

  • Return abuse

  • Misuse of promotions

11. Contact Us

If you have any questions regarding returns, refunds, cancellations, or replacements, please contact:

HerSmooth

Operated by: NB Commerce LLC

Website: https://hersmooth.com

Email: support@hersmooth.com

United States Customer Support

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Last Updated: June 2026