Refund policy
RETURNS/REFUNDS
At The Smooth Generation, we prioritize the satisfaction of our valued customers. We understand that sometimes situations may arise where you have concerns about your order. Please take a moment to review our Returns and Refunds policy:
Returns and Exchanges: Unfortunately, we do not accept returns or exchanges on items purchased. We cannot accept returns on food products, including herbs and teas, that have been shipped to a customer. This policy is in strict compliance with health and safety regulations and is upheld for sanitary reasons. Once your order has shipped, it cannot be returned to us.
However, in certain cases, if the product is unopened and in its original condition, we may evaluate whether a return or exchange is possible. All shipping costs, including those for returning the item and sending a replacement, will be covered by the customer.
Sale Items: We do not accept returns on sale items. All sales of discounted items are FINAL unless the products have not been shipped.
Damaged Items: In the event that your order arrives damaged in any way, we kindly request you to email us as soon as possible at support@thesmoothgeneration.com with your order number and a clear photo of the item's condition. We handle these cases on a case-by-case basis but will make every effort to work towards a satisfactory solution. • Glass Bottles: While we carefully package glass items to prevent breakage, if a product arrives cracked or damaged, please email us. We will promptly arrange a replacement.
Lost or Stolen Packages: The Smooth Generation is not responsible for any lost or stolen packages that have been properly delivered by the carrier. However, at our discretion, we may offer a discount on your next order if your package was stolen from your mailbox.
International Sales Are Final: Due to health, safety, and customs regulations, we cannot accept returns or exchanges on international orders. All international sales are final.
Customs Fees & Rejected Packages: Any customs fees, duties, or taxes paid are non-refundable. If a package is rejected by the recipient and returned to us, the cost of return fees and shipping will be deducted from the refund. Original shipping costs will not be refunded. You will be entitled to a refund once we receive the items back in their original condition.
Refunds for Returned Packages
If a package is returned to us due to:
- Incorrect or incomplete address provided by the customer.
- Unclaimed delivery.
- Other reasons outside of our control.
We will refund the cost of the product(s) only, excluding the original shipping cost. Return shipping fees charged by the carrier will also be deducted from the refund. Refunds or replacements for returned packages are issued solely at our discretion.
Incorrect Address Provided by Customer
If a customer provides an incorrect or incomplete shipping address at checkout and the package is delivered to that address, The Smooth Generation is not responsible for any loss or non-delivery. Refunds or replacements will not be issued for orders shipped to the address provided during checkout.
At our discretion, we may offer a discount on your next order as a courtesy. However, it remains the customer’s responsibility to ensure accurate shipping information is entered at the time of purchase.
Non-Refundable Situations:
Refunds or replacements are not issued for the following:
- Wrong Address Provided by Customer: If the package is delivered to the address provided during checkout, no refund or replacement will be issued. Please double-check your shipping information before submitting your order.
- Dissatisfaction: Refunds will not be granted for dissatisfaction related to taste, color, or personal preference.
- Failure to Follow Directions: Refunds are not provided if products are used incorrectly or directions are not followed.
- Used or Opened Products: Items that have been opened, used, or tampered with are non-refundable.
- Lost or Stolen Packages: The Smooth Generation is not responsible for lost or stolen packages marked as delivered by the carrier. At our discretion, we may offer a discount on your next purchase for packages stolen from a mailbox.
- Carrier Delays: We are not responsible for delays caused by shipping carriers or customs.
Please Note: For order inquiries or issues, we kindly request that you DO NOT contact us through our social media pages. We will only respond to order inquiries via email.
EXCHANGES
Regarding exchanges, please be aware of the following:
Exchanges: Unfortunately, we do not accept exchanges on items purchased. We cannot accept returns on food products, including herbs and teas, that have been shipped to a customer. This policy is in strict compliance with health and safety regulations and is upheld for sanitary reasons. Once an item has shipped, it cannot be returned to us.
Please Note: Please read all product descriptions, usage instructions, and policies carefully before purchasing. For inquiries, do not use social media. All order-related questions should be directed to support@thesmoothgeneration.com for a prompt response.
For any questions regarding returns, refunds, or exchanges, please feel free to contact us at support@thesmoothgeneration.com.
DAMAGES AND ISSUES
We take great care in ensuring the quality and condition of your order. If you encounter any of the following issues, please reach out to us promptly:
Damaged or Defective Items: If your order arrives damaged in any way, please email us as soon as possible at support@thesmoothgeneration.com with your order number and a clear photo of the item's condition. We address these cases on a case-by-case basis but will strive to work towards a satisfactory solution. Please allow up to 48 hours for a reply.
Glass Bottle Products: Glass bottles are meticulously packaged to ensure they arrive intact. However, if your product arrives cracked, shattered, or damaged, please contact us via our Contact form. We will promptly arrange for a replacement.
If you have any questions or require further assistance, please do not hesitate to contact us at support@thesmoothgeneration.com.
Your satisfaction is our priority, and we are committed to providing you with the best possible service.
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Chargeback and Dispute Policy
By placing an order, you agree to these terms and conditions.
In the event of a chargeback or dispute, we will provide documentation, including records of correspondence, tracking information, and evidence of policy compliance, to resolve the case.
Customers are responsible for understanding and agreeing to our policies before completing a purchase.
