Return & Refund Policy

Last updated: 10 November 2026

At Smoothly, your satisfaction matters to us. We are committed to providing quality personal-care products and a positive shopping experience.

If you're not completely satisfied with your purchase, we're here to help.

1. Our 30-Day Return Policy

We offer a 30-day return period for eligible products, starting from the date your order is delivered.

To qualify for a voluntary return, your item must:

• Be unused and in its original condition.

• Be returned in its original packaging.

• Include all original accessories or components.

• Be accompanied by proof of purchase or an order number.

To request a return, contact us at smoothly.sa@gmail.com with your order number and reason for the return.

Please wait for return instructions before sending your product back.

This voluntary return policy does not limit your statutory consumer rights.

2. Hygiene & Personal-Care Products

Because the Smoothly Crystal Hair Eraser is a personal-care product intended for direct contact with the skin, we take hygiene and customer safety seriously.

For voluntary change-of-mind returns, we cannot accept products that have been used or are no longer in a hygienic, resalable condition.

However, this restriction does not apply where a customer is legally entitled to return a product, including where it is defective, unsafe, incorrectly supplied, or covered by applicable statutory cancellation rights.

3. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us at smoothly.sa@gmail.com as soon as reasonably possible.

To help us investigate, please provide:

• Your order number.

• A description of the issue.

• Clear photographs of the product and packaging, where available.

Under the South African Consumer Protection Act, qualifying defective, unsafe, or non-compliant products may be returned within six months of delivery, at our risk and expense, for a repair, replacement, or refund at the customer's election.

We will not require customers to pay return shipping costs for qualifying statutory defect claims.

4. Cooling-Off Rights

Customers purchasing online may have a statutory right to cancel their purchase within seven days of receiving their goods under the Electronic Communications and Transactions Act, subject to applicable legal exceptions.

Where this right applies, customers may cancel without providing a reason or paying a cancellation penalty. The customer may be responsible for the direct cost of returning the goods, as permitted by law.

Refunds under this statutory cooling-off right will be processed within 30 days of cancellation.

Any applicable legal exceptions will be assessed in accordance with South African law.

5. Return Shipping Costs

For voluntary returns under our 30-day policy, customers are responsible for return shipping costs unless otherwise agreed.

Where an item is defective, unsafe, incorrectly supplied, or otherwise qualifies for a return at our expense under applicable law, Smoothly will cover the required return costs.

We recommend using a tracked shipping service for voluntary returns.

6. Refund Processing

Once we receive and assess your return, we will notify you of its status.

For approved voluntary returns, we aim to initiate refunds within 5–10 business days after approval.

Refunds will generally be issued to the original payment method. The time taken for funds to appear may vary depending on your bank or payment provider.

Refunds required by law will be processed within the applicable statutory deadlines.

7. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at smoothly.sa@gmail.com.

We will do our best to accommodate cancellation requests before an order is dispatched.

If your order has already been dispatched, applicable return and statutory cancellation rights will apply.

8. Contact Us

For returns, refunds, or product-related concerns, please contact:

Smoothly Customer Support

Email: smoothly.sa@gmail.com

We aim to respond to customer enquiries within 1–2 business days.

Nothing in this policy excl