Return, Exchange & Refund Policy

At S.M Retail Store, every product is selected with care, and we want you to feel confident when shopping with us. If something is not right with your order, please contact us and we will work to resolve the matter fairly.

1. Return period

You may request a return or exchange within 7 calendar days of receiving your order.

For an item that arrives damaged, defective, incomplete or different from what you ordered, please contact us within 24 hours of delivery. Prompt reporting helps us investigate the issue with our courier or supplier more quickly.

Reporting outside the first 48 hours does not automatically remove any rights available to you under applicable law.

2. Return eligibility

To qualify for a return or exchange, the item must:

• Be unused, unworn, unwashed and unaltered.

• Be in its original condition.

• Include all original tags, seals, manuals, warranty cards, accessories, parts and complimentary items.

• Be returned in its original and undamaged manufacturer packaging.

• Include valid proof of purchase, such as your order number or order confirmation.

Fashion products may be carefully tried on for size, but they must not show signs of wear, washing, fragrance, stains, damage or alteration.

We reserve the right to decline a return if the item does not meet these conditions.

3. Damaged, defective, incorrect or incomplete orders

If you receive an item that is damaged, defective, incorrect or incomplete, please send us:

• Your full name and order number.

• A description of the problem.

• Clear photographs of the item and packaging.

• A short unboxing video, if available.

An unboxing video is helpful but will not be the only form of evidence we consider.

Once the issue has been verified, S.M Retail Store will arrange or cover reasonable return-delivery costs and offer one of the following:

• A replacement.

• An exchange.

• A full refund for the affected item.

If a replacement is unavailable, you may choose a refund or store credit.

4. Change-of-mind returns

Eligible products may be returned because of a change of mind within the 14-day return period, provided they meet all return conditions.

For change-of-mind returns:

• The customer is responsible for the return courier cost.

• Any original delivery charge paid is non-refundable.

• If the original order qualified for free shipping, no outbound delivery charge will be deducted from the refund.

• The item must be sent using a trackable courier service.

5. Non-returnable products

For health, hygiene and safety reasons, the following products cannot be returned because of a change of mind:

• Opened or used cosmetics, fragrances, personal-care or hygiene products.

• Intimate or hygiene-sensitive products with opened packaging or broken seals.

• Food, consumable or perishable products.

• Custom-made, personalized or specially ordered products.

• Digital products, downloadable products and gift cards.

• Products marked “Final Sale” on the product page.

• Products damaged through misuse, improper handling, installation, alteration or normal wear and tear.

• Products missing their original packaging, accessories, parts, manuals or tags.

Sale and clearance products may be final sale for change-of-mind purposes. However, an item that arrives damaged, defective, incorrect or incomplete will still be reviewed regardless of its sale status.

6. How to request a return

Before sending anything back, please contact us through one of the following:

Email: thesmretailstore@gmail.com
WhatsApp/Phone: 0327 7711119

Please provide your order number, name, reason for the return and any supporting photographs or video.

Our team will review your request and provide return approval, instructions and the correct return address. Do not send a parcel before receiving written return approval, as an unauthorized return may be delayed or refused.

Once approved, please:

1. Pack the item securely in its original packaging.

2. Place it inside suitable protective courier packaging.

3. Clearly include your order number.

4. Use a trackable courier service.

5. Keep your courier receipt and tracking number until the return is completed.

Returns cannot be handed to a delivery rider or sent as Cash on Delivery unless we have specifically arranged it.

7. Return shipping costs

S.M Retail Store will cover or reimburse reasonable standard return-delivery costs when the return is due to:

• A damaged or defective item.

• An incorrect item.

• Missing parts or an incomplete order.

• Another verified error by S.M Retail Store.

For change-of-mind returns, incorrect customer selections or size exchanges, the customer is responsible for the return courier cost.

We cannot accept responsibility for a customer’s return parcel that is lost or damaged during transit, so we strongly recommend using a reliable, trackable courier.

8. Inspection and approval

After receiving your returned item, we will inspect it within approximately 3–5 business days.

We will notify you when the return has been received and inform you whether the refund or exchange has been approved.

If an item fails inspection, we will explain the reason. The customer may be responsible for the cost of sending a rejected item back.

9. Refunds

Once approved, refunds will normally be processed within 5–7 business days.

Refunds for prepaid orders will be returned to the original payment method where available.

For Cash on Delivery orders, an approved refund may be issued through:

• Pakistani bank transfer.

• Easypaisa.

• JazzCash.

The customer must provide accurate account information belonging to them or an authorized recipient. Additional identity or order verification may be requested for security purposes.

After we process a refund, banks and payment providers may require additional time before the amount appears in your account. We will notify you when the refund has been issued.

10. Exchanges

Exchanges are subject to product availability.

If the requested replacement is more expensive, the customer will need to pay the difference. If it is less expensive, the difference will be refunded or issued as store credit.

If the requested product is unavailable, you may choose another eligible item, store credit or a refund.

11. Order cancellations

An order may be cancelled before it has been dispatched.

Once an order has been dispatched, it can no longer be cancelled. After delivery, an eligible item may be returned according to this Policy.

Please contact us as soon as possible if you need to change or cancel an order. We cannot guarantee that changes can be made after an order has entered processing.

12. Late or missing refunds

If you have received confirmation that your refund was processed but have not received it after 10 business days, please:

1. Check your bank or wallet account again.

2. Contact your bank or payment provider.

3. Contact S.M Retail Store with your order number.

We will help you verify the status of the refund.

13. Manufacturer warranties

Certain products may include a separate manufacturer or supplier warranty. Any applicable warranty period and conditions will be stated on the product page or included with the product.

Damage caused by misuse, accidental damage, unauthorized repair or failure to follow product instructions is not covered unless applicable law provides otherwise.

14. Fair use

We may decline requests involving suspected fraud, return-policy abuse, substituted products, false claims or repeated misuse of our return process.

This provision does not limit any consumer right or remedy that cannot lawfully be excluded under applicable law.

15. Your legal rights

Nothing in this Policy excludes, restricts or limits any right or remedy available to a customer under applicable consumer-protection law.

If any part of this Policy conflicts with a right that cannot legally be excluded, the applicable legal right will take priority.

Contact us

For questions concerning a return, exchange or refund:

S.M Retail Store
Email: thesmretailstore@gmail.com
WhatsApp/Phone: 0327 7711119