As an optional benefit, customers may use our Satisfaction Guarantee, which does not replace the legal right of withdrawal. To qualify, customers must document 28 consecutive days of daily use, including time-stamped photos taken each day showing the device in use, proof of full 10-minute sessions, and a written explanation of their experience along with their name and order number. All required materials must be sent to support@smilegalaxy.com. Incomplete documentation or missing days of use will result in rejection of the Satisfaction Guarantee. Shipping costs are non-refundable, and if the refund is approved under the withdrawal right or Satisfaction Guarantee, a $15 shipping fee will be deducted from the refund amount to cover the cost of the original delivery, which was provided free of charge at the time of purchase. This deduction does not apply to verified defective products as required by EU law.

Before returning any item, customers must contact us at support@smilegalaxy.com to obtain authorization and the correct return address. Items sent back to the sender address without authorization will not be processed. A return reference ID will be provided and must be included inside the package; failure to include it may delay processing. Once a return is received, the product will be inspected to determine whether the hygienic seal is intact, the item is unused, all accessories and packaging are included, and the product is in saleable condition. Approved refunds are processed within 72 hours, although it may take additional time for the funds to appear depending on the customer’s bank or payment provider. If a refund is not visible, customers should check their account, contact their card issuer, and then their bank; if the issue persists, they may reach out through our support form.

Exchanges are only provided for defective or damaged items. To request an exchange, customers must contact support for approval and further instructions. Customers are responsible for the cost of return shipping unless otherwise stated, and these shipping fees are non-refundable. For items valued over €75, tracked and insured shipping is strongly recommended, as we are not responsible for lost or damaged return parcels. Returned products must be securely packaged, protected from transit damage, and include all original materials, manuals, cables, and inserts. Damage caused by insufficient packaging may result in rejection of the refund. Orders cannot be cancelled after shipment; if the package has already been dispatched, customers must follow the return procedure outlined above.