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Return & Refund

What's Smaxusa's return policy?

All sales are final on smaxusa, however we will make exceptions in accordance with our Buyer Protection Guarantee.

A buyer can request a return within 3 days of confirmed delivery if one or more of the following apply:

  • The item is not as it was described in the listing
  • The item is potentially counterfeit
  • The item is Prohibited
  • The item is damaged
  • The item is defective
  • The wrong item was received

If you’re requesting a return, please do not submit a Rating, as this will complete the transaction and void your return request.

Except in cases where the seller and buyer have come to an agreement, an item cannot be returned because it doesn’t fit or has an odor if it was otherwise accurately described in the listing.

If the return is approved, we will provide the buyer with a prepaid and addressed shipping label to return the item to the seller.

We will refund the buyer to the original form of payment or issue smaxusa Credits once the tracking confirms the item is “In Transit.” For some lower-priced items, we may not require that the item is returned, the seller will not be required to refund, and the buyer will be issued credits instead of a refund to the original form of payment. For higher priced items, we will refund the buyer once tracking confirms that the item has been delivered.

To avoid excessive returns, we advise all sellers be as detailed as possible when creating listings. When buying, please carefully review the listing description, item photos, and seller Rating; and ask the seller any questions you may have about the item prior to purchase.

If the buyer is not in good standing with smaxusa, a return request may be denied.

Cancellation policy

Buyers can ask to cancel the order any time before it ships.

It’s up to the seller to agree or deny the request. If the seller agrees and we confirm that the order hasn’t shipped, we’ll refund the original form of payment.

If the seller doesn’t ship the order or respond to the cancellation request within 24 hours, we’ll refund the original form of payment. If the seller denies the request, they can ship and complete the transaction as originally planned.

Cancellation requests can be made from the Order Status page.

Sellers can cancel a transaction if the item is damaged/defective or if they’re unable to fill/ship the order. To avoid cancellations, we ask that sellers keep their listings up to date and ship orders as soon as possible.

Reliable sellers deliver orders as promised. To protect the marketplace for everyone, frequent cancellations may impact your selling privileges.

We strongly recommend for the seller to message the buyer before denying a cancellation request.

How long does it take to get a refund?

We’re here for you. Whether it was a cancellation or miscommunication, waiting for a refund can be frustrating. However, it does take time.

You’ll be refunded in the original form of payment. This typically takes 5 business days.

If your order was canceled within 24 hours of purchase, the authorization is voided. The pending charge will be removed from your online statement typically within 5 business days.

If you paid with a smaxusa balance or credit, refunds are typically returned to your account within 24 hours.

If you paid with a prepaid gift card, be sure to hold onto your method of payment. All refunds are issued to the original form of payment, so refunds for purchases made using prepaid or gift cards will also be returned to the respective card.

Depending on the method of payment, from bank to credit provider, refunds are processed differently. It may take up to 30 days for the funds to appear back in your account.

Please reach out to your card issuer or PayPal if you are concerned about your refund process.