We hope that you are delighted with your order.
RETURNS & REFUNDS
RETURNS
Returning an unwanted item?
We get it, sometimes something just doesn't work for you and you want your money back. As long as an item is still in its original unopened condition, we accept returns, subject to the rules below. None of these rules affect your statutory rights.
If you return an item requesting a refund within 28 days of the item being delivered to you or available for collection, we'll give you a full refund by way of the original payment method.
We aim to refund you within 14 days of having received the returned item.
If you request a refund for an item during the above timeframes but you can't return it to us for some reason, please get in touch - but any refund will be at our discretion.
Remember that regardless of where your items were shipped from, you can follow our usual returns process for all of them.
After that?
We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.
Original Condition
Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including:
- All oral care and teeth whitening products if opened, used or protective seal is not intact (for these purposes - please treat the package the item is delivered in as the protective seal - and do not open the envelope if you want to return). All products will be inspected to ensure no tampering before a refund is processed.
Any returns or deliveries should be sent to the SmileTime Warehouse at Office F14 Silverbox House, 56 Magnet Road, East Lane Business Park, HA9 7FP.
CANCELLATIONS
We cannot process cancellations after one hour once you have made your order - this is due to the fact once an order is placed it goes through to the warehouse and enters the fulfilment queue. For internal logistics and co-ordination purposes - no order can be stopped once it enters the fulfilment queue. As such, please consider carefully before you make your purchase.
FAULTY GOODS
We will replace any goods free of charge where they are faulty, when we are notified within 30 days of purchase and you have provided sufficient evidence of the fault, as requested by our Customer Relations Team.
Please contact helpdesk@smiletimeteeth.com
and include ‘RETURNS’ in the subject of your email.