Refund policy

RETURN AND REFUND POLICY

Last updated: November 16, 2025

RETURN ELIGIBILITY

We accept returns within 30 days of delivery for defective or damaged items only.

NON-RETURNABLE ITEMS:
• All sales are final for non-defective items
• Items must be unused, unworn, and in original packaging with all tags attached
• Custom, personalized, or made-to-order items
• Clearance or final sale items
• Items marked as "non-returnable" at time of purchase

RETURN SHIPPING COSTS:
• Customer is responsible for all return shipping costs
• We recommend using a trackable shipping service
• Return shipping costs are non-refundable
• We are not responsible for items lost or damaged during return shipment

RESTOCKING FEE:
A 20% restocking fee applies to all approved returns to cover processing and handling costs.

HOW TO INITIATE A RETURN:

1. Contact us at [YOUR EMAIL] within 30 days of delivery
2. Include your order number and reason for return
3. Wait for return authorization before shipping items back
4. Unauthorized returns will not be accepted or refunded

RETURN ADDRESS:
Returns must be sent to the address provided in your return authorization email. Do not send returns to the address on your original package.

REFUND PROCESS:
• Refunds will be processed within 10-15 business days after we receive and inspect the returned item
• Original shipping charges are non-refundable
• Refunds will be issued to the original payment method minus the 20% restocking fee
• You will receive an email confirmation once your refund has been processed

DAMAGED OR DEFECTIVE ITEMS:

If you receive a damaged or defective item:
• Contact us within 7 days of delivery
• Provide photos showing the damage or defect
• Include your order number
• We will provide a prepaid return label for verified defective items
• Full refund or replacement will be provided (no restocking fee for defective items)

EXCHANGES:
We do not offer direct exchanges. If you need a different size, color, or item, please return the original item for a refund and place a new order.

LATE OR MISSING REFUNDS:
If you haven't received your refund within 15 business days after we've confirmed processing:
• Check your bank account again
• Contact your credit card company (it may take time for refunds to post)
• Contact your bank (processing time varies)
• If you've done all of this and still have not received your refund, contact us at help@thesmartncozy.com

IMPORTANT NOTICE:
Most items are shipped directly from our suppliers. All returns must be pre-approved. Items must be returned in original supplier packaging when possible. Processing time for returns may take 10-15 business days.

CONTACT US:
For questions about returns or to initiate a return, please contact:
Email: help@thesmartncozy.com
Response time: 24-48 hours

By making a purchase, you agree to this return policy.