14 DAYS NO FRILLS EXCHANGE POLICY (Return/Defect/Cancellation)
We hope this never happens, and aim for it to never happen, because all children deserve the excitement of receiving their toys and having to enjoy it immediately.
If your purchase is defective, don’t panic! Notify us within 7 days of receipt by replying to your order email. Explain the nature of the defect and attach any pictures or videos, if these are deemed helpful in explaining the problem.
Once the defect is confirmed, we will either send you a replacement from our own warehouse or have the supplier contact you directly to exchange.
It is OK to change your mind and return the product back to us within 30 days of receipt, provided that the plastic/box packaging that the item came in has never been opened. Please take reasonable care to ensure that any item is returned to us safely and not damaged in transit. Smart Alley will not be liable for any loss or damage that may be incurred in the process of shipping the item back to us.
- Smart Alley reserves the right not to accept any used items/items with packaging that has been opened before. This is to protect other customers, as nobody likes to receive any item that has been opened before. In the event a return cannot be accepted, the sender will bear all costs in having the item sent back to the sender's address.
- We do not accept walk-in returns and customers are responsible for all shipping costs in sending the item back to us. We would encourage all customers to use a trackable service when returning items to our warehouse. This is to faciliate the tracking status of your own returns. Do note that we would not be able to advise on the status of your return, nor be responsible for any delays or loss, if you have chosen a non-trackable mode of return.
- Our 14 day return policy does not apply to items in clearance section, promo items, items purchased with special discount codes applied at checkout, pre-ordered goods, custom-made goods and CDs/DVDs.
- All accepted returns will be strictly refunded in the form of an in-store credit which you can use to offset a future purchase with us.
- All returns are not entitled to our Free Shipping policy.
- If your original order incurred a shipping fee, the full value of the returned items will be refunded (the shipping fee will not be refunded).
- If your original order was sent with Free Shipping, then if the remaining value of the order (after deducting the value of the returned items) still exceeds S$80, then the full value of returned items will be refunded. Otherwise, Smart Alley will deduct a shipping fee $4.90 (small item) and $10 (large item above 2kg), $18 for XL items (playmats, furniture etc) from the value of the items returned when issuing an in-store credit.