Your satisfaction is our natural commitment
Our Return Philosophy
At Big Green Smile Shop, we believe in the same natural satisfaction for your shopping experience as we do in our product formulations. Just as our body lotions and baby skin care products are crafted with care, we’ve designed our returns process to be gentle, transparent, and eco-conscious.
- 15-day return window from delivery date
- Products must be unused and in original packaging
- Free returns for defective or incorrect items
- Refunds processed within 5-7 business days
Return & Exchange Process
Step 1: Review Eligibility
You may return items within 15 days of delivery if:
- Product is defective or damaged
- Wrong item was shipped
- Item is unopened and in original condition
- All tags and packaging are intact
Step 2: Submit Return Request
Contact our customer care team within the 15-day window using the template below:
Subject: Return Request – Order #[Your Order Number]
Email to: [email protected]
Please include:
• Full Name
• Order Number
• Product(s) for return (e.g., Baby washes, Anti-wrinkle cream)
• Reason for return
• Preferred solution: Refund / Exchange
• Photos of product (if defective/damaged)
Step 3: Shipping Instructions
Once approved, you’ll receive:
- Pre-paid return label for defective/incorrect items
- Return authorization number
- Shipping instructions
For change-of-mind returns: Customer pays return shipping
Step 4: Processing & Refund
After we receive your return:
- Inspection: 1-2 business days
- Refund processing: 3-5 business days
- Total processing time: 5-7 business days
Refund Information
Refund Timeline: 5-7 business days after we receive and inspect your return
Refund Methods:
- Credit/Debit Cards (Visa, MasterCard, JCB): 3-5 business days to reflect on your statement
- PayPal: 1-3 business days to your PayPal account
Note: Original shipping fees are non-refundable for change-of-mind returns.
Non-Returnable Items
To ensure health and safety, we cannot accept returns for:
- Opened personal care products (Body Washes, Cleansers & Face Wash, Baby skin care)
- Hygiene-sensitive items (Baby wipes & sanitisers, Bathroom Accessories)
- Used beauty products (Beauty Oils, Body scrubs, Day Cream)
- Opened biodegradable bags and cleaning products
Exceptions made for defective products – contact us immediately
Exchanges
We happily exchange items for:
- Different size or variant of the same product
- Equal-value product from our natural collection
Exchange shipping is free for our errors, otherwise customer pays shipping difference.
Need Help?
Our customer care team is here to help with your return questions.
Email: [email protected]
Address: 1237 Wines Lane, Houston, US 77002
We’re committed to making your sustainable shopping experience as pure as our products.
Thank you for choosing natural, sustainable products from Big Green Smile Shop
🌿 Happy Sustainable Shopping! 🌿