Returns & Refund Policy
At SMBSM shop, Our commitment to your satisfaction lasts 30 days. If 30 days have passed since your delivery date, we unfortunately cannot offer a refund or exchange.
Hygiene & Safety Commitment:
Due to the intimate nature of our hardware, products that have been worn, washed, or altered in any way are strictly non-returnable. We enforce this policy to ensure the health and safety of every customer, guaranteeing that you always receive a 100% brand-new and pristine product.
Due to the intimate nature of our hardware, products that have been worn, washed, or altered in any way are strictly non-returnable. We enforce this policy to ensure the health and safety of every customer, guaranteeing that you always receive a 100% brand-new and pristine product.
🔒 30-Day Money Back
📦 Discreet Returns
🛡️ Quality Guarantee
💳 Secure Refund Process
1. Return Procedure
To ensure a smooth return process, please follow these steps:
- Contact Us: Email [email protected] with your order number and the reason for return. Please provide clear photos or videos if you are reporting a product quality issue.
- Get Instructions: Once your request is approved, we will provide you with the nearest authorized return address and specific shipping instructions.
- Ship the Package: Items must be returned in their original condition, including all packaging, accessories, and manuals. Please use a trackable shipping method at your own cost.
- Processing: Most returns are processed within 3 business days after we receive your package. Refunds are issued to the original payment method.
2. Return & Refund Conditions
Full Refund or Free Replacement
- Defective or damaged items upon arrival.
- Orders confirmed lost during the shipping process.
- Incorrect items shipped by our warehouse.
- Out-of-stock items or orders cancelled (within 24H) before shipment.
Partial Refund
- Changed mind or wrong size ordered (items must be unused/unworn and reported within 7 business days of receipt).
- Items more than 30 days after delivery but still covered under our hardware warranty.
- Sale items or Gift Cards (reported within 7 business days of receipt).
Non-Refundable ($0 Refund)
- Used or Worn Items: For hygiene reasons, any intimate hardware showing signs of use cannot be returned.
- Logistics Failures: Undeliverable addresses provided by the customer or failure to collect the parcel in time.
- Final Sale: Custom products, items marked as non-returnable, and free gifts are not eligible for return or refund.
- Original shipping fees and Shipping Guarantee are non-refundable.
3. Late or Missing Refunds
If you have not yet received your refund:
- First, re-check your bank account or PayPal balance.
- Contact your credit card company; it may take 5-10 business days for the refund to officially post.
- Contact your bank, as there is often a standard processing time before a refund is visible.
If you’ve done all of this and still have not received your refund, please contact us at [email protected].
4. Return Address Notice
Important: Please do NOT send your return to the address listed on your shipping package. That is a logistics warehouse address and is not equipped to process customer returns. Always contact our Customer Service for the correct return location.
Shipping Recommendation: For items over $50, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item without tracking proof.
5. Contact Us
If you have any questions regarding our return policy, please reach out to our support team at: [email protected].