Returns, Exchanges, and Refunds Policy

Smiling Skin Lab (SSL.) — Exchange & Refund Policy

Thank you for choosing Smiling Skin Lab (SSL.). We are committed to whole-food nutrient repair powered by 100% single-origin Colombian cold-pressed Cacay oil, bottled under strict ISO 22716 Good Manufacturing Practice (GMP) standards.

To safeguard personal hygiene and preserve the active purity of our cold-pressed botanicals, SSL. adheres to a clear, rigorous exchange and refund standard:

1. Timeframe for Requests

  • Damaged in Transit or Manufacturing Defects: Must be reported within 7 calendar days of verified delivery by the tracking carrier.

  • Unopened Returns (Change of Mind): Requests must be submitted within 7 calendar days of the delivery date.

  • Transaction Completion: If no inquiries or exchange requests are initiated within 7 business days following delivery, the order is deemed fully fulfilled and accepted. Subsequent return or exchange requests will not be entertained.

2. Eligibility & Tamper-Evident Seal Requirements

Skincare formulations are classified as personal hygiene items. Direct exposure to air compromises pure botanical oils. All returns must fulfill the following criteria:

  • Pristine Packaging: The tamper-evident seal on the outer carton must remain completely intact, untampered with, and unopened. The product must be 100% unused.

  • Complete Presentation: The medical-grade amber glass bottle, custom dropper, protective box, and official literature cards must be returned in their original condition.

  • Exchange Limitation: Each purchase order is entitled to one exchange service only. Exchanged units are strictly non-exchangeable thereafter.

3. Non-Eligible Conditions

The following conditions are not eligible for exchange or refund:

  • Inquiries submitted after the statutory 7-day window.

  • Any unit where the tamper-evident seal is broken, partially used, or exhibits reduced volume (excluding confirmed product defects).

  • Outer packaging with stains, liquid exposure, crushing, or physical distress caused post-delivery.

  • Promotional bundles, limited pre-orders, or final-sale purchases explicitly marked as non-returnable.

  • Complimentary gifts, deluxe travel sizes, or discovery samples (provided as courtesy items; no warranty or exchange liability applies).

  • Degradation due to improper storage (exposure to excessive heat, direct sunlight, moisture, or impact damage).

  • Shipments returned without prior written authorization from our concierge team.

4. Skin Adaptability & Patch Test Protocol

SSL. Cacay Oil is rich in naturally occurring linoleic acid and plant-derived retinol nutrients, formulated without synthetic fragrance, emulsifiers, or parabens. Because bioactive botanical extracts interact uniquely with different epidermal conditions, a short adjustment phase may occasionally occur.

  • Usage Guidance: Prior to full application, we strongly recommend dispensing 1 drop onto the inner wrist or behind the ear for a 24-hour localized patch test.

  • Skin Consultation Support: If unexpected reactivity occurs, cease application immediately. Contact hello@smilingskinlab.com within 7 days of delivery with your Order Number, clear photographs of the skin condition, and application routine details. Our skincare advisors will evaluate your case individually to offer specialized skin-barrier advice or appropriate accommodations.

5. Damaged in Transit & Defective Items (International Courier Service)

If your order arrives damaged (e.g., cracked glass, dropper leakage) or does not match your purchase invoice:

  1. Photographic Evidence: Within 48 hours of delivery, take clear photos showing the damaged product, the original shipping box, and the international courier waybill.

  2. Submit Request: Email hello@smilingskinlab.com with the subject line: [Urgent Quality Exchange] Order #XXXX.

  3. Courier Collection: Once approved, SSL. will dispatch an international courier to collect the package at no cost to you. A fresh replacement unit will be dispatched within 2 business days upon return receipt.

6. Refund Process & Processing Fees

  • Credit Card Processing Fee Deduction:

    For returns initiated due to buyer-side circumstances (including duplicated orders, incorrect shipping details, or unopened remorse returns), the non-refundable gateway processing fees levied by financial networks (Visa / Mastercard / Apple Pay) (4% of the total order value) will be deducted from the final refund amount. (Where refunds result from a verified SSL. fulfillment error or manufacturing defect, this 4% processing fee is absorbed in full by SSL.).

  • Processing Timeline:

    Approved refunds are executed within 2 business days following inspection. The credited sum typically reflects on your payment statement within 1 to 3 weeks, depending on the issuer's clearing schedule.

  • Shipping Liabilities: For non-defective returns, the customer remains responsible for all return international courier costs. Any complimentary outward shipping applied at checkout will be deducted from the refund sum.

7. Legal Disclaimer & Final Discretion

  • Smiling Skin Lab (SSL.) assumes no liability for adverse reactions resulting from improper application, misuse, or failure to observe official guidance.

  • Smiling Skin Lab (SSL.) reserves the right to update this policy in accordance with relevant trade governance and retains final discretion in arbitrating return and refund claims.

8. Customer Concierge

For inquiries regarding orders, shipments, or skin-barrier rituals:

  • Email: hello@smilingskinlab.com

  • Hours: Monday to Friday, 10:00 – 18:00 (HKT, excluding public holidays)

  • Official Store: smilingskinlab.com