Refund policy

 

Returns and Cancellations

We’re committed to ensuring you love your Smootheeze trays. If you’re not satisfied, we offer a 60-day return policy for a full refund with 100% covered shipping for the return.

You may also cancel your order for eligible products before they have been marked as fulfilled. Customers within the EU have the right to cancel their purchase within 14 days of receiving the goods, without giving a reason. 


Here’s how it works:

  • Initiate Your Return: You may request a return within 60 days of purchase
  • No Shipping Costs: We cover all shipping expenses. We will provide a prepaid return label sent to your email address.
  • Refund Details: We’ll process your full refund after we receive the return, and it will be credited to your original payment method within 5 business days.
  • Packaging: You must return the product in its original packaging with all components according to the return instructions to ensure products are not damaged in shipment. Failure to follow the return instructions may result in a 30% restocking fee.
  • Order Cancellations: You may cancel your order for a full refund before the order has been fulfilled. Log in to your customer account to automatically cancel unfulfilled orders. If the items have been marked as fulfilled, you must go through our normal return process. EU customers requesting cancellation within 14 days of delivery may also log into the customer account to initiate the process.
  • We do not accept returns for digital products and factory second products.

Our support team will get back to you within 1 business day to confirm and send the return instructions.

Exchanges: If you received the incorrect items or would like to exchange items, please contact us at hello@smootheeze.co

Quality Guarantee

Limited LIFETIME WARRANTY on all items.

Smootheeze silicone freezer trays are made from high-quality materials and are designed to last for many years. We offer a Lifetime Limited Warranty against manufacturing defects on all products to the person who originally purchased the products. As with all manufactured items, occasionally, a mistake in production can happen that is not visible at first but later becomes apparent.  If you receive an item with any defect that makes it unusable as advertised, we want to replace it for you. 

Our Lifetime Limited Warranty does not cover:

  • Products that have been modified, altered, or repaired in any way.
  • Damage from commercial use or improper use of the product.
  • For lingering food odors and/or stains or damage caused by improper cleaning methods or techniques.
  • For lids damaged by the user.
  • For purchases made outside of the United States.

To approve your warranty claim, the following conditions must be met: (a) you must have purchased the product from smootheeze.com  (b) you must provide proof of your product purchase with an order number or receipt; (c) if requested, you must return the product to Smootheeze; (d) you must send a picture of the damage and (e) you must have used the product only as intended and in accordance with the product’s instructions.

If a defect occurs under these circumstances and during the warranty period, we will replace, the defective product or part. Normal wear and tear is not warranted but if under normal use you find the product to no longer work for any reason we consider that a product defect and we will replace it. We may not be able to replace limited edition or discontinued products. If not, we will replace these products with an equivalent model based on availability. We may make changes to products and designs in the time you purchased your product and submitted a warranty claim. Products repaired or replaced under this warranty may or may not incorporate these changes.

WARRANTY PERIOD

The useable life of the product.

Quality guarantee WARRANTY CLAIM PROCESS

To initiate a warranty claim, please email us at: hello@smootheeze.com and provide at least the following information: (a) product purchased, (b) Order Number, (c) An image of the problem with the product (d) a brief description of the problem you are experiencing.  If your claim information is confirmed as complete and timely, we will issue you a replacement and we may issue you a return label so you can send back the original problematic item. 

WARRANTY DISCLAIMER.

There are no express warranties other than the LIMITED WARRANTY provided on this page. IMPLIED WARRANTIES, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR ANY PARTICULAR PURPOSE, ARE LIMITED TO THE DURATION OF THIS EXPRESS LIMITED WARRANTY. Some states do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you. UNDER NO CIRCUMSTANCES, WHETHER FOR BREACH OF WARRANTY, BREACH OF CONTRACT, NEGLIGENCE, OR OTHER TORT, OR ANY STRICT LIABILITY THEORY, WILL SMOOTHEEZE BE LIABLE FOR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you. The warranty is only available in the United States. No SMOOTHEEZE reseller, agent, or employee is authorized to make any modification, extension, or addition to this warranty. This warranty does not apply if you purchased your product other than from our website or an authorized retailer.