Refund policy

Refunds and Returns

We hope you love your SCB purchase, but if you change your mind, that's okay too.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Your item must be in the same condition that you received it - unopened, unused, and in its original packaging - for the return to be accepted. Please note that some items, including personalised products, cannot be returned. See Exceptions / non-returnable items below.

How to request a refund

1. Contact us. To be eligible for a return, you must first contact us at scb_lash@hotmail.com. Please include your proof of purchase.

2. Return instructions. If your return is accepted, we will email you instructions on how and where to send your package. Please note that where there is no fault with the product, it is the customer's responsibility to ensure the goods are returned safely to us via a postal or courier service, and this cost must be covered by the customer. If a refund is issued, we will refund the monetary value of the goods returned to us, less the delivery charges you incurred when you ordered.

3. Inspection and refund. We will notify you once we have received and inspected your return and let you know whether the refund has been approved. If approved, you will be refunded automatically to the original method of payment only (for example credit card, debit card or PayPal). Please allow up to 10 working days for the refund to appear, depending on your bank.

Exceptions / non-returnable items

• We cannot accept returns on products that have been used.
• Personalised products cannot be returned or refunded unless the item is faulty, as they are made specifically to your order.

Damages and issues

We take pride in our products and hope you have no issues with yours. On the very off chance that something is wrong, please inspect your order on arrival and contact us immediately if the item is defective or damaged, or if you have received the wrong item, so that we can evaluate the issue and make it right.

We will repair, replace or exchange the product when you contact us about the issue within 7 days of receiving your package. Please send any photographs or videos you have of the issue so our Customer Care team can best assist you.

This applies to faulty personalised products as well as the rest of our range.

Products purchased from a retailer

If you purchased a Smooth Company product from one of our stockists and an issue arises, please return to your place of purchase or contact their customer service team directly, so they can resolve it in accordance with their own refunds and returns policy.

When a Smooth Company product is purchased through a third-party retailer, your contract of sale is with that retailer. Products purchased this way cannot be refunded or replaced directly through The Smooth Company.

Contact

You can always contact us with any returns questions at scb_lash@hotmail.com