Refund & Returns Policy

Overview

Illuminate Smile is committed to customer satisfaction while maintaining the highest standards of hygiene and safety required for dental products.

 

This Refund & Returns Policy applies to all purchases made through our website by consumers and dental professionals.

 

Nothing in this policy affects your statutory rights under UK consumer law.

Hygiene & Safety Restrictions

Due to the nature of dental and oral care products:

• Opened, used, or unsealed products cannot be returned.

• This includes (but is not limited to):

  • Whitening trays
  • Whitening gels
  • Toothpaste
  • Oral care accessories

These restrictions exist to protect patient safety and comply with hygiene regulations.

Consumer Right to Cancel (UK Customers)

If you are a UK consumer purchasing non-prescription products online, you have the right to cancel your order within 14 days of receiving the goods, provided that:

• The products are unused, unopened, and in original sealed packaging.
• You notify us in writing within the 14-day period.

Once approved, you must return the goods within 14 days of cancellation.

Prescription & Dentist-Approved Products

Products supplied following dentist approval or prescription:

• Are not eligible for return once dispatched.
• Are exempt from cancellation rights under UK consumer law due to their personalised and regulated nature.

This includes subscription whitening gels and any products supplied following clinical approval.

Refunds

Where a return is approved:

• Refunds will be issued to the original payment method.
• Shipping costs are non-refundable unless the item is faulty.
• Refunds are processed within 14 days of receiving returned goods.

We reserve the right to refuse refunds for items returned in unsaleable condition.

Faulty or Damaged Products

If you receive a faulty, damaged, or incorrect item, please contact us within 48 hours of delivery with:

• Your order number
• A description of the issue
• Clear photographic evidence

Where a fault is confirmed, we will offer a replacement or refund as appropriate.

International Returns

International customers should note:

• Return shipping costs are the responsibility of the customer unless the item is faulty.
• Customs duties and taxes are non-refundable.
• Delivery times and customs processing may affect eligibility.

Please contact us before returning any international orders.

Professional (B2B) Orders

Orders placed by dental professionals are considered business-to-business transactions.

• B2B orders are non-refundable once dispatched unless faulty.
• Returns must be authorised in advance.
• Professional misuse or incorrect ordering does not qualify for refunds.

Subscription Services

For subscription products:

• Subscriptions can be cancelled before the next billing cycle.
• Products already dispatched are non-refundable.
• Dentist approval must remain valid throughout the subscription period.

How to Request a Return or Refund

To request a return or report an issue, please contact us via the Contact Information page with your order details.

 

Unauthorised returns may not be accepted.

Policy Updates

We reserve the right to update this Refund & Returns Policy at any time. Changes will be effective immediately upon publication.