Refund & Cancellation Policy

You may cancel your order under the following conditions:

• Before dispatch: Cancellations are accepted free of charge if the order has not yet been dispatched. Please contact us within 2 hours of placing the order.
• After dispatch: Once an order is handed over to our delivery partner (Shiprocket / Shadowfax / Ekart), it cannot be cancelled.

To cancel an order, contact us immediately at info@smartlythought.com or message us on WhatsApp at +91 97560 09292 with your order ID. (We're available on WhatsApp chat; phone calls are not supported.)

We will offer a replacement or full refund for items that arrive:

• Damaged, spoilt, or tampered with
• Incorrect (different from what you ordered)
• Significantly past their best-before date upon delivery
• Missing from your order

To be eligible, you must report the issue within 24 hours of delivery along with clear photographs of the product, packaging, and shipping label. This applies to all products, including perishable items.

We do notaccept returns for change-of-mind, buyer's remorse, or any reason other than the ones listed above. Please review product details, weights, and images carefully before placing your order.

We offer replacements of the same itemunder Section 2 (damaged, wrong, or defective). We do not offer exchanges for a different product. If you would like a different item after receiving your order, please place a fresh order for the replacement item.

Regardless of condition, we cannot accept returns for:

• Products that have been opened, tasted, used, or partially consumed
• Perishable items reported more than 24 hours after delivery
• Personal-care and herbal/wellness products once opened (hygiene reasons)
• Products damaged due to mishandling after delivery
• Customised, personalised, or made-to-order items
• Any item not covered by Section 2 above

Once your refund request is approved:

• Refunds are processed via the original payment method through Razorpay
• UPI / wallet refunds typically reflect within 2-4 business days
• Card refunds reflect within 5-7 business days depending on your bank
• Net banking refunds reflect within 5-7 business days

If you do not see the refund within the specified period, please contact your bank first, then reach out to us with the original transaction reference.

If your payment is debited but the order is not confirmed, the amount is automatically refunded by Razorpay within 5-7 business days. No action is required from you. If the refund does not appear, please contact us with the transaction reference.

In cases where only part of your order is affected, we may issue a partial refund for the impacted items only. Delivery charges and packaging / carry-bag charges, if any, are non-refundable unless the entire order is cancelled or returned.

To initiate a refund request:

1. Email us at info@smartlythought.com within 24 hours of delivery
2. Include your order ID, a description of the issue, and clear photographs (of the product, packaging, and shipping label)
3. Our team will review your request within 1-2 business days and confirm the next steps
4. If approved, the refund will be initiated to your original payment method immediately

We reserve the right to refuse refund requests that do not meet the conditions outlined in this policy or that we determine to be fraudulent or made in bad faith.

For any questions about this policy or to raise a refund request:

• Email: info@smartlythought.com
• WhatsApp: +91 97560 09292 (chat only; we are not available on calls)
• Hours: Mon–Fri 8:00 AM–7:30 PM  |  Sat 8:00 AM–8:00 PM  |  Sun 9:00 AM–6:00 PM (IST)