Return & Exchange Policy

Return & Exchange Policy – Smsm World

Last updated: October 29, 2026

At Smsm World, we want every fragrance you receive to bring you joy. If for any reason you're not happy with your purchase, we keep returns and exchanges simple and clear.

1. Return period & conditions

You can return or exchange a product within 14 days of delivery, provided that it is:

  • Unopened and unused, with its original cellophane.
  • In its original condition with full packaging, all accessories and the invoice.
  • The same product we shipped to you: we inspect every return and match it against the order details (batch number, packaging and cellophane). Any return that differs from the original product or has been replaced with a similar product will be rejected.

You can choose between:

  • A refund.
  • An exchange for another product.
  • Store credit to use on any future order.

2. Non-returnable items

  • Fragrances and cosmetics that have been opened or used, for hygiene reasons and to protect product integrity.
  • Products the customer asked to have gift-wrapped, unless there is a clear error on our part.
  • Items specially imported at the customer's request (see section 9).
  • Any product showing signs of tampering or damage caused by misuse.

Gift sets can be returned like any other product, as long as they are sealed in their original condition.

3. Damaged or incorrect items

  • If you receive a product that is damaged, incomplete, incorrect or leaking, send us clear photos or a video within 24 hours of delivery via WhatsApp or email.
  • If the package shows visible leakage or outer damage, do not remove the cellophane or open the bottle – contact us right away.
  • After verification, we will replace the product free of charge or refund the full amount including shipping, as you prefer.
  • If you open the bottle and find an internal leak that isn't visible from the outside, record a clear video and report it within 24 hours of delivery; we will review the case with the supplier and manufacturer and get back to you with a solution.
  • Reports made more than 24 hours after delivery cannot be accepted, as the supplier requires proof of the product's condition at the time of delivery.

4. How to return

  1. Contact customer service by phone, WhatsApp or email with your order number and the reason for the return.
  2. Pack the product in its original packaging with all accessories and the invoice – we recommend taking photos before handing it over.
  3. A Bosta courier will collect the return from your address.
  4. Once the return reaches us, we inspect it and let you know the result and the final amount.

5. Return costs & refund amount

  • If the return is due to our error or a damaged product: you receive a full refund including shipping, with no deductions.
  • In all other cases (such as a change of mind), the refund is made after deducting:
    • The original shipping fee.
    • The return shipping fee.
    • A 5% processing fee on the order value.

Why the 5% fee?

This fee covers real, non-refundable charges we pay when an order is cancelled:

  • Online payment: the bank charges a non-refundable 3.25% fee on the payment, plus 1% on the refund transaction.
  • Cash on delivery: the shipping company charges a 2% collection fee, plus a fee for transferring the amount to us.

Free sample

If an order paid online is returned in full, the free sample that came with it must be returned with it, sealed. If only part of the order is returned, you keep the sample as a gift.

We confirm the final amount before processing the refund, and these fees never apply when the error is on our side or the supplier's.

6. Refund timeframe

Once the return reaches us and is inspected, your refund is issued within 7 to 10 working days:

  • Online payment: to the same payment method.
  • Cash on delivery: via Vodafone Cash, InstaPay or bank transfer.

7. Exchanges & price differences

  • If the new product is more expensive, you pay the difference before the new order is processed.
  • If the new product is cheaper, the difference is added to your account as store credit.

8. Rejected returns

If a return does not meet the conditions (opened or used, after the 14-day period, showing signs of tampering, or not matching the product we shipped):

  • We will notify you of the rejection and the reason.
  • We will keep the product for 7 working days so we can ship it back to you.
  • Re-shipping costs are paid by the customer.

9. Pre-orders & special imports

Some products (such as rare fragrances or exclusive editions) are imported specifically at the customer's request:

  • These orders cannot be cancelled, returned or exchanged once confirmed and the deposit or full amount has been paid.
  • Delays caused by customs or international carriers are not considered a failure on the store's part.
  • If the product cannot be imported for reasons beyond our control, we cancel the order and refund the amount in full with no deductions.

10. Important notes about fragrances

  • Authenticity guaranteed: all our products are 100% authentic, exactly as released by the brand owners, without any alteration. See our Authenticity Guarantee.
  • Batch variation: slight differences in color or scent between production batches of the same brand are normal and are not a reason for return, as long as the product is authentic.
  • Packaging changes: some brands change the bottle, cap or color from time to time; this does not affect the fragrance's authenticity or formula.
  • Projection & longevity: these vary from person to person depending on skin type, temperature and how the fragrance is applied, and are not a reason for return.
  • Personal taste: not liking a fragrance after opening it is not a reason for return. If it's still sealed in its cellophane, you can return or exchange it within 14 days as usual.

11. Policy updates

Smsm World may update this return policy at any time in line with Egyptian law; updates take effect from the date they are published on the website.

12. Need help?

Quick summary

  • Returns or exchanges within 14 days for sealed products.
  • Damaged or incorrect items: report within 24 hours – replacement or full refund at our expense.
  • The courier collects the return from your address.
  • Refunds within 7–10 working days.

Smsm World – because your satisfaction is at the heart of what we do.