Where can I read the full Returns Policy?
The Returns Policy explains the current cancellation, return and refund terms in full.
How will an approved refund be paid?
Approved refunds are issued to the original payment method unless otherwise agreed. Your bank or payment provider controls how long the funds take to appear after the refund has been processed.
Who pays return shipping?
Return postage is initially arranged and paid by you. If we determine that Smile Stick is at fault, we will reimburse reasonable return shipping costs.
Should I send a product back straight away?
No. Contact us first so we can assess the issue and provide the correct return instructions. Sending an unapproved return may delay its assessment.
My order arrived damaged, faulty, incomplete or incorrect. What should I do?
Please email hello@smilestick.com.au as soon as possible. Include your order number, a clear description of the issue, photos of the product and parcel. Keep the product and any packaging you still have until we confirm the next step.
Can I return an opened or used product?
We do not offer change-of-mind refunds once processing has begun, including for products that have been opened or used. If a product is faulty, damaged, unsafe or not as described, contact us so we can assess the issue and advise you of the next steps.
Can I return an order because I changed my mind?
If you contact us before processing has begun, we can cancel the order and provide a full refund. Once processing has started, a change-of-mind refund is not available.