Have something to return? 

The item I ordered arrived damaged, faulty or does not work as intended

If your item has arrived and is faulty, damaged, or not working as intended, please notify us as soon as possible. Once you have notified us, we will arrange for the return of the product for assessment. Once we have confirmed the damage or fault, it will either be repaired or replaced.

For fast processing of your request, please ensure the following:

  • Please keep the original packing
  • Take clear photographs of the damage
  • Accurately describe the fault or damage
  • Email all details to us

The item I received is not the item I ordered

If you have received an item which did not match the product description or a different item to what you were ordered, please get in touch with us immediately. We will replace the item, OR a full refund will be provided if the item is unopened and in mint condition. Smile Emart will provide a pre-paid return ticket for any errors we made with your order or the product you have received. A full refund will be processed upon receipt of the returned product.

How to package your return

Please note, improperly packaged items which have been damaged in transit will not be accepted for a refund.

We highly recommend you use our original packing materials to ensure that it is packaged securely to prevent any damage from occurring to the item.

If you already lost the original packing materials, please keep the following in mind when packaging your return:

  • Select a suitable box. A box with similar dimensions to your item so that the item sits firmly, and it will help prevent movement and damage.
  • Consider the weight, fragility, and value of the items you are shipping.
  • It is important to fill all empty spaces within the packing box. Ensure that you fill the areas around the item to avoid the item moving while in transit.

Change of Mind Returns

If you have changed your mind and no longer want the item you ordered, you can return your item as long as it’s unopened and in mint condition and return it within 7 days of delivery.

The shipping for the return will be at the cost of the buyer.

Once we have received your returning item and confirms everything checks out OK, we will contact you for the refund. If your item has been opened and used, we will need to send this back or charge a 20% restocking fee.

Please note the shipping cost is not refundable. If your purchase with free shipping, we will deduct the shipping cost from your refund.

Please be advised that due to hygiene reasons we are unable to accept change of mind returns for the following products:

  • Food containers, tableware, massage products if they have been opened.

As per this Change of Mind Returns Policy, we cannot accept change of mind returns on these products so please choose carefully.

The above products will be covered under warranty and can be accepted for a return if they are deemed faulty.