Refund policy

RETURNS & REFUND POLICY

At Ultra-Smile, we want you to be genuinely happy with your purchase, wherever you're ordering from. This page covers our 30-day return window, additional legal rights depending on your country, and how refunds work.

We currently ship to the UK and US, with worldwide shipping planned. Our 30-day return policy below applies to every customer, regardless of location.

OUR 30-DAY RETURN POLICY

We offer a 30-day return window from the date of delivery if you're not completely satisfied. This applies to all customers, UK, US, and beyond.

Eligibility Requirements

  • Contact us at support@ultra-smile.com within 30 days of delivery
  • Device must be unused (not used on teeth)
  • Item must be returned in its original packaging
  • Return approval is required before shipping

We cannot accept returns of devices that have been used on teeth, for hygiene and health safety reasons. The 30-day window is there so you can inspect the product and make sure it's right for you before use.

How to Start a Return

  1. Contact us at support@ultra-smile.com with your order number and reason for return
  2. We'll review your request and approve eligible returns
  3. Once approved, we'll send you return instructions and the correct return address for your region
  4. Ship the item back using the instructions provided
  5. Refund will be processed once we receive and inspect the item

YOUR LEGAL RIGHTS (IN ADDITION TO THE ABOVE)

Depending on where you're ordering from, you may have extra legal rights on top of our 30-day policy. These don't replace it, they sit alongside it, and whichever gives you more protection applies.

UK customers: you have a legal right to cancel your order within 14 days of delivery, for any reason, no explanation needed, under the Consumer Contracts Regulations 2013. You must tell us within 14 days of receiving your order, then send it back within a further 14 days. Because of hygiene and health safety, this right does not apply once the device has been used on your teeth. Opening the packaging to inspect the device without using it is fine, this is the same standard you're entitled to in a shop.

US customers: return and refund rights vary by state, and some states have their own cooling-off or return laws. Our 30-day policy above is designed to meet or exceed those in every state we ship to. If your state gives you stronger protections than this policy, those protections still apply.

Customers elsewhere: as we expand shipping, local consumer protection law in your country will apply alongside our 30-day policy, whichever is more generous to you.

REFUNDS

Refunds are issued to your original payment method once we receive and inspect the returned item. We aim to process approved refunds within 5-7 business days of receipt.

SHIPPING COSTS ON RETURNS (INTERNATIONAL ORDERS)

Once an order has been dispatched, the original outbound shipping cost is non-refundable, except where the product is faulty or damaged (see below).

For international orders (including the USA and destinations outside the UK), we incur carrier costs at the point of dispatch that can't be recovered. In these cases, the original shipping cost will be deducted from your refund:

  • Change-of-mind cancellations made after dispatch
  • Refused deliveries (where you decline to accept the parcel)
  • Returns where the product is not faulty or damaged

Example: if your order total was £83.89 (£60.74 product + £23.15 shipping), and you return it for a non-fault reason after dispatch, your refund will be £60.74.

FAULTY OR DAMAGED ITEMS

This does not affect your statutory rights. If your device is faulty or arrives damaged, you're entitled to a full refund, including shipping costs, in accordance with the Consumer Rights Act 2015.

To report a faulty or damaged item:

  • Contact us at support@ultra-smile.com, ideally on the day of delivery for damage
  • Include your order number
  • Include photos of the damage or defect
  • Include a brief description of the issue

We'll arrange a free replacement or full refund, your choice.

QUESTIONS?

If you have any questions about this policy or need to start a return, contact us at support@ultra-smile.com. We're a small team and every query gets a genuine reply from a real person.