Refund and Return Policy

An effort to provide the best service for all customers. To better solve the return and refund issue, please view the following content.

What you need to provide:
A. Photos/videos of the damaged item. Please send us the materials to prove the damage.

B. Screenshots of the dispute, which include name, date and content. For example, a customer complaint/dispute raises through PayPal Dispute, e-mail, chat window, etc.

C. (Optional) Tracking number of the item. If asking for a return of the item, you need to send the tracking number to prove that you returned it.

How to request a refund:
A. Contact SmoothTrue customer service.
B. Send photos/videos of the damaged product and screenshots of dispute.

Please note that:

The money will be refunded to the original payment channel (PayPal or credit card). 

Cases that SmoothTrue makes refunds:
1. Damaged Products
If the arrived product is damaged, SmoothTrue offers a full refund.

2. Incorrect or Missing Products
SmoothTrue has a strict quality control standard. We will check every product before delivery. If any of the following circumstances exist, we offer a full refund:

Incorrect product
Product with the wrong color, size, etc
Product with a missing component
Please note that:
If you have any questions about size, please provide photos of the measurement. Make sure that you measure the item in the correct method. You can send the result to our customer service and we will deal with it asap.

3. Products Out of Stock
SmoothTrue offers a full refund if the product is out of stock. We will notify you and make the refund.
4. Products Unable to Ship
SmoothTrue offers a full refund if the product can not be shipped. Due to the limited transportation, some products do not have proper shipping option. We will notify you in time and make the refund.
5. Delayed Orders
SmoothTrue offers a full refund if the order delays. It will be counted from the date that the package leaves the warehouse.
In normal circumstances, more than 30 days.
In the busy season, more than 40 days, such as Black Friday, Cyber Monday, Christmas, etc.
In unforeseen circumstances, such as epidemics etc, the date will be different. Please pay attention to our notification email and message.
Please note that:

a. For orders shipped to the USA, European countries, New Zealand, Canada, SmoothTrue will refund if the total shipping time more than 30 days.

b. For orders shipped to South America, Middle East, India, Africa, SmoothTrue  will refund if the total shipping time more than 60 days.

c. Order delay caused by delivery pending, such as an insufficient address, package unclaimed, inability to contact the customer, etc, SmoothTrue will not refund you.

6. Cancel Orders
SmoothTrue offers a full refund if the order cancels before the product is shipped. But we will not offer a refund if the following circumstances exist:
POD order. We will not refund you for the product is customized.
7. Missing Packages
SmoothTrue offers a full refund if the package is missing during the delivery.
8. Other Conditions
 After 30 days, we don’t support refunds.
Cases that SmoothTrue does not make refunds:
1. Order Delivered
SmoothTrue¬†will not offer a refund or resend if the tracking info shows ‚Äėorder delivered.‚Äô
2. Package Unclaimed
If the package is unclaimed, it will be destroyed by the local carrier within 48 hours.
3. Tracking Information Alert
SmoothTrue will not offer a refund or resend if the tracking info alerts. The following reasons may cause the alert:

Incorrect/insufficient Address
Refused Package
Customs Clearance
Non-Existing Number
Unknown Recipient
1. Expiration Date of Raising Dispute
You can raise a dispute within 30 days from the date you place the order.

Please note that:

A dispute will be closed automatically if you have not answered for 3 consecutive days.

2. Dispute Denied
The following disputes will be denied.

Closed Order.
SmoothTrue will deny your dispute if the order status is closed.

No Tracking Info
SmoothTrue will deny your dispute if the tracking info expired. Generally, the post office will keep tracking information of the order for 180 days.

Shipping Option
SmoothTrue will deny the dispute if you choose the following shipping options:

Post NL; Electric Post NL to USA, UK, Canada, Australia, South Africa, the overseas territories and overseas island areas;

SmoothTrue will deny the dispute if your order is shipped to the following countries:

Haiti; Kyrgyzstan; Madagascar; Mauritius; Bangladesh; Nepal; Nicaragua; Swaziland; Jamaica; Zambia; Ecuador; Peru; Bolivia; Chile; Argentina; Uruguay; Egypt; Sudan; Libya; Algeria; Angola; Bahamas; Benin; Belize City; Burundi; Dominican Republic; Gambia; Grenada; Cuba; Palestine; Paraguay; Guatemala; Reunion; The Commonwealth of Puerto Rico; Hawaii; Alaska; Guadeloupe; Martinique; and French Guiana.

Force Majeure
SmoothTrue will deny the dispute of any product damaged or shipping delay caused by the act of God, epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection.

SmoothTrue will deny the disputes caused by the following reasons:

a. Shopper does not like the product.

b. Item doesn’t match the listing description, such as inaccurate measurement.

c. Product smells unusual.

SmoothTrue does not suggest you return products. Because the shipping cost is high and sometimes higher than the product value. Also, it takes months to deliver the package, which will affect the processing time.

If you urge to return the product, please pay attention to the following aspects:

You need to return the product within 10 days after receiving it.
The product is in good condition and does not affect the secondary sales.
You need to pay the shipping cost.
You can only return the product to SmoothTrue.
If you’ve returned the product, please send the tracking number to our customer service.