Refund policy
Effective Feb 1, 2026
Smile HQ LLC (“we,” “us,” “our,” or the “Company”) operates a business-to-business (B2B) e-commerce platform at SmileHQ.com (the “Website”). This Returns and Cancellations Policy applies to all purchases made through the Website and forms part of our Terms of Service. By placing an order, you (the business customer) agree to this policy.
We specialize in custom and semi-custom products, and most orders are processed quickly to meet business needs. Accordingly, all sales are final except as expressly provided below.
1. General Policy – No Refunds
We do not offer refunds, returns, or exchanges on completed purchases, except in the limited cases described in this policy. This includes orders for custom, semi-custom, or made-to-order items, which are non-cancelable and non-refundable once the order is placed or production has begun.
2. Custom and Semi-Custom Items
Orders for custom or semi-custom products (including any items personalized, configured to your specifications, or manufactured on demand) are non-cancelable and non-refundable. Production often begins immediately upon order confirmation to minimize lead times for business customers. You are responsible for verifying all specifications, quantities, and details before submitting an order.
3. Non-Customized (Standard/Stock) Items
For non-customized, off-the-shelf items:
• You may request cancellation of an order within seven (7) calendar days of the order confirmation date.
• Cancellation requests must be submitted in writing (via email to [support@yourcompany.com] or through your account portal).
• Orders cannot be canceled once the products have shipped or after the seven (7) calendar day period has expired—whichever comes first.
• If cancellation is approved before shipping, we will issue a refund to the original payment method (minus any non-refundable fees, such as payment processing fees, if applicable). Refunds typically process within [e.g., 5-10 business days].
4. Shipped Orders
Once an order has shipped (as confirmed by tracking information), it is non-cancelable and non-refundable, regardless of item type. You will be responsible for any return shipping costs if you refuse delivery or attempt to return items without prior authorization.
5. Defective or Damaged Items
This policy does not affect your rights regarding defective products or shipping damage:
• Inspect items promptly upon receipt.
• Notify us in writing within [e.g., 5 business days] of delivery if an item is defective (due to manufacturing error) or damaged in transit, including photos and details.
• We will, at our discretion, arrange for replacement, repair, or credit (if the issue is verified as our responsibility).
• This is your sole remedy for defects; we do not offer cash refunds in these cases unless required by applicable law.
6. Exceptions
No exceptions will be made to this policy unless required by law or expressly agreed in writing by an authorized Company representative. We reserve the right to refuse service or cancel orders in cases of suspected fraud or abuse.
7. International Orders (Including Canada)
For orders shipped to Canada:
• You are responsible for all applicable duties, taxes, brokerage fees, and import costs. These are non-refundable even if an order is canceled (where permitted).
• Cross-border shipping times may vary; cancellation windows are based on order confirmation date, not delivery date.
8. How to Request Cancellation or Report Issues
Contact our Customer Service team:
Email: care@smilehq.com
Include your order number and details in all requests.
9. Changes to This Policy
We may update this policy from time to time. The current version will be posted on the Website with the updated effective date. This policy applies to orders placed after the effective date.
10. Contact Us
For questions about this policy, contact us at the details above.