Return and Refund Policy

Policy Overview and Guidelines

At Smith & Company, all sales are considered final. We do not accept returns for buyer's remorse, change of mind, or products that have been used. We offer exchanges exclusively for products that are defective or damaged upon arrival.

No Returns & Final Sales Policy

  • No Returns: Smith & Company maintains a strict No Returns policy. We do not accept the return of products for refunds.

  • Final Sales: All purchases made through Smith & Company are final. We do not offer refunds, except in the specific case of an approved exchange where a replacement product is unavailable (though this is an extreme exception).

Exchange Policy (Damage Only)

We only replace items if they are defective or damaged upon receipt or during transit.

Exchange Eligibility and Process

Condition

Details

Eligibility

Products are eligible for exchange only if they arrive damaged or defective.

Timeframe

You must notify us and initiate the exchange process within 30 days of receiving the product.

Product Condition

The exchange applies only if the product is damaged or defective; all other sales are final.

Non-Returnable Items

All products are subject to this exchange policy. There are no general non-returnable categories, as all non-damaged items are non-returnable.

Process for Damaged or Defective Items

If your item was damaged during transit, Smith & Company will exchange the damaged product free of charge:

  1. Notification: Immediately contact us via email at cecily@smithsoriginal.com or call us at 415-341-5341 within the 30-day window.

  2. Evidence: Please provide clear photographic evidence of the damage to the product and the original packaging.

  3. Exchange Approval: Once we verify the damage, we will approve the exchange and provide you with instructions on how to proceed.

  4. Pickup/Shipping: We will arrange for the exchange. Depending on the situation, we may arrange for a door pickup of the damaged item or instruct you to ship it back using a pre-paid label provided by us.

  5. Replacement: Upon receiving and inspecting the damaged item, we will promptly ship a new, replacement product to you.

Refunds

Smith & Company operates on an All Sales Are Final basis.

  • No Refunds: We do not offer refunds.

  • Exceptions: The only exception would be in the rare event that an exchange is approved (due to damage), but the exact replacement product is out of stock and cannot be delivered within a reasonable timeframe. In this specific and extreme case, a refund may be offered.

  • Refund Timeline (N/A): As refunds are generally not offered, the refund timeline does not apply.

Order Cancellation

If an order is canceled after confirmation but before shipment, we will immediately inform the customer of the cancellation and the next steps through email.

Change of Delivery Address

A customer can attempt to change the delivery address after shipment, but this is not guaranteed and depends entirely on the shipping carrier's policies and the shipment's current status.

  • To request a delivery address change, you must notify us immediately by phone at 415-341-5341. Do not rely on email for time-sensitive address changes.

  • We will attempt to intercept the shipment and change the address with the carrier, but we are not responsible if the carrier is unable to fulfill the request.

Contact Information

For all exchange inquiries or urgent order change requests, please contact us: