Refund policy

We want you to feel confident when shopping with us. Please read this Return and Refund Policy carefully before placing an order.

This policy applies to physical products purchased through the Dr Smile Care online store. Dental appointments, treatments and professional services may be subject to separate cancellation and payment terms provided at the time of booking.

Returns

You may request a return within 14 days of receiving your order.

After notifying us that you wish to return an eligible item, you must send the item back within a further 14 days.

To be eligible for a return, the item must be:

Unused and unopened
In its original condition
In its original packaging
Complete with any seals, labels, accessories and instructions supplied with it
Accompanied by proof of purchase

To request a return, please contact us before sending anything back:

Email: andrewcaldwell44@hotmail.com
Phone: +44 7756907016

Once your return request has been reviewed, we will provide the return instructions and return address.

Please do not send products back without contacting us first. Returns sent without prior authorisation may not be accepted.

Oral Care and Hygiene Products

For health and hygiene reasons, we cannot accept returns of sealed oral care or personal hygiene products once the seal has been broken or the product has been opened or used.

This may include, but is not limited to:

Toothbrushes and electric toothbrush heads
Dental floss and interdental products
Toothpaste, gels, powders and mouthwash
Whitening products
Tongue cleaners
Dental appliances and oral care accessories
Any product intended to come into direct contact with the mouth

This restriction does not apply where the product is faulty, damaged, unsafe, incorrectly supplied or not as described.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives.

Contact us promptly if an item is damaged, faulty, defective, not as described or different from what you ordered. Please include your order number, a brief description of the issue and clear photographs where possible.

Once we have reviewed the issue, we may offer an appropriate solution, including:

A replacement
A refund
Another remedy required by applicable consumer law

We will cover reasonable return costs where an item is confirmed to be faulty, damaged or incorrectly supplied.

Change-of-Mind Returns

Eligible unopened and unused products may be returned within the return period if you change your mind.

Unless the item is faulty, damaged or incorrect, you will be responsible for the cost of returning it to us. We strongly recommend using a tracked shipping service and keeping proof of postage.

Dr Smile Care and Welynn LTD are not responsible for returned parcels that are lost or damaged before reaching the designated return address.

Order Cancellations

Please contact us as soon as possible if you wish to cancel or change an order.

We will try to accommodate your request, but we cannot guarantee that an order can be cancelled or changed once it has entered processing or has been dispatched.

If the order has already been dispatched, you may need to wait until it arrives and then follow the returns process described in this policy.

Refunds

Once we receive and inspect your returned item, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. We will process the refund without undue delay and no later than 14 days after receiving the returned goods or acceptable proof that the goods have been sent back, where required by applicable law.

Your bank, card provider or payment processor may require additional time to display the refund in your account.

Original Shipping Charges

Where required by applicable consumer law, we will refund the cost of the least expensive standard delivery option originally offered when an entire eligible order is cancelled and returned.

Additional charges paid for express, premium or upgraded delivery are not refundable beyond the cost of standard delivery.

Original shipping charges are not normally refunded for partial returns or voluntary change-of-mind returns unless required by law.

Return Shipping Costs

You are responsible for return shipping costs when returning an eligible item because you changed your mind.

We will cover or reimburse reasonable return shipping costs where the item is confirmed to be faulty, damaged, incorrect or not as described.

Exchanges

If you would like a different product, please contact us. Exchanges are subject to product availability.

In some cases, the quickest option may be to return the eligible product for a refund and place a new order separately.

Refused and Unclaimed Deliveries

If an order is refused, left unclaimed or returned because an incorrect or incomplete delivery address was provided, reasonable shipping or handling costs may be deducted from any refund where legally permitted.

Please check your delivery information carefully before completing your purchase.

Your Legal Rights

Nothing in this policy limits or excludes any rights you may have under applicable consumer protection law.

Customers may have additional rights where goods are faulty, unsafe, not of satisfactory quality, not fit for purpose or not as described.

Contact Us

For any questions concerning returns, refunds or your order, please contact:

Dr Smile Care
Operated by Welynn LTD