Refund policy

Pre-orders

If you pre-order your goods in advance, we may charge you a reasonable deposit. We may charge a cancellation fee of up to 10% of the purchase price if you cancel the order within 10 days before the agreed upon delivery date.

Returns / Exchanges 

Smoos Toys strives to ensure that you are happy with the product you have purchased and if on reflection you decide to return or exchange your product, we will endeavour to assist you.

You may return most of our products in their new, unopened, undamaged and unused condition within 14 days of delivery for a full refund or credit. Please send an email to smoostoys@gmail.com and we will assist you to return the goods to us. You may incur a cost to courier the product back to us.

Please take note the following:

  • All returns or exchanges must be made within 14 days of receipt of your order

  • Sale items cannot be returned, exchanged or refunded  under any circumstances.

  • Item(s) with labeling, stickers, marking/branding from stores other than Smoos Toys will not be exchanged / refunded under any circumstances.

  • No opened boxes can be returned, exchanged or refunded under any circumstances.

  • No damaged boxes can be returned, exchanged or refunded. A damaged box is any box that has noticeable scratches, dents, holes/tears, creases and/or any noticeable change to shape and/or overall integrity of the box.

  • If you received a FREE gift or gift-with-purchase or promotional item with your purchase, and you wish to exchange or return your original purchase, please note that you will need to return the FREE gift /gift-with-purchase or promotional item, in its original condition, along with the other goods you are exchanging / returning in order for the exchange / refund to be considered. We do not allow for the purchase of these gifts or promotional items.

  • No cash refunds will be issued under any circumstances. Refunds, if approved, will be credited to the original method of payment where possible, or paid via online gift card or EFT if the refund could not be credited to the original method of payment. EFT refunds can take 7 - 10 days to be processed. 

Wrong item delivered

If we accidentally deliver the wrong product to you, please follow the steps below:

  1. Please do not remove the product from its original packaging or any of the labels.

  2. Notify us immediately via email at smoostoys@gmail.com and we will collect the product from you at no charge.

You can then decide if you would like us to:

  1. Deliver the correct item to you as soon as possible (if available); or

  2. Send you a voucher for the purchase price of the product; or

  3. Issue a refund (using the same method of payment you originally used for the purchase). Please note that a refund is not available if the item was received as a gift.

Goods received are damaged

If your goods arrive in a damaged condition or are missing any parts:

  1. Please make sure you note the damage when signing the delivery note from the courier so that there is a record of the damages. Please take pictures of the damage to share with us. We will do our best to resolve the issue.

  2. Please notify us within 7 days by sending an email with the below information to smoostoys@gmail.com

Please send to us in an email:

  • Photograph/s of the outer box (including whether it has a Fragile sticker or not) before being opened;
  • Photograph/s of the inside of the box, including the inner packaging; and
  • Photograph/s of the damaged item.

If necessary, we will arrange collection of the product from you at no charge. Once we have completed our process and approved your return, we offer one of the following choices to compensate you:

  • Replace the product (if available); or
  • Issue a refund voucher for the purchase price of the product; or
  • Issue a refund (using the same method of payment you originally used for the purchase).

Please note that a refund is not available if the item was received as a gift.

How to return goods to us

You must contact us via smoostoys@gmail.com before you return your item and return details will be provided.

You will be responsible for arranging the courier and paying your own return shipping. Shipping costs are non-refundable. If you receive a refund the shipping costs will be deducted from the refund.

How to package an item you want to return

The item to be returned must be packed in its original packaging in another box with as much padding as possible so that it can be returned safely to us.

If the returning product has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item safely.

Please make sure that you include all the items to be returned, including any FREE gifts, gift-with-purchases or promotional items that you received. 

How we handle your refund

Returns within 14 days

You will be offered a Smoos Toys gift voucher, an electronic refund (no cash refunds are given under any circumstances) or an exchange for another product. Refunds are handled within 10 working days of us receiving the returned goods (refunds can take up to 5 working days to reflect in your account).

Damaged goods

Refunds are handled within 10 working days of us receiving the damaged goods and can take up to 5 working days to reflect in your account. Replacement products might take longer as it depends on whether we have stock available. Your exchange will be expedited to the best of our ability but we cannot guarantee availability.

Goods purchased with vouchers or E-Gift cards

If you use a voucher to pay for an order and you later cancel the order (or part thereof) prior to delivery of the goods, or you return one or more goods in accordance with this policy, the value of the fixed voucher will be deducted off the purchase price of the cancelled or returned goods. We will credit you for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement fixed voucher of the same value as the original fixed voucher used. We may in our sole discretion impose restrictions on the use of the replacement fixed voucher.

Goods Purchased while a Promotion is running

If you have purchased an item that you wish to return / exchange at the same time that a promotion is running, such as a FREE gift-with-purchase offer, please note that there are very specific terms and conditions governing these FREE promotional items and gifts.

You may not return a product that you have purchased while such a promotion is running without returning the FREE promotional item at the same time.

Online transactions cooling-off period

Section 44 of the Electronic Communications and Transactions Act (2002) may apply to your electronic transactions. If you qualify as a consumer under the ECT Act, you may be entitled to cancel some electronic transactions within seven days, without reason or penalty.

'Cancel' means each party will be placed in the same position that they were in before the transaction took place. This means that you have to return new, unused goods and we will refund the purchase price. Section 44 is only applicable if you are a natural person – in other words, a human being, and excludes a transaction from a company. You must also be the end user of the goods or service. The transaction must be an electronic transaction — a transaction concluded via (in whole or in part) the website, email, or SMS.

You must return any goods in new condition with all original packaging and materials (including any accessories or parts). We will refund the purchase price of the goods within 30 days of the date of cancellation. You will be responsible for incurring the costs of shipment.

Please send an email to smoostoys@gmail.com and we will assist you to return the goods to us.

Queries and Support

Email our team at: smoostoys@gmail.com

Chat to us on WhatsApp at: 0726786167