Refund policy
Last updated: May 27, 2026
At Simply White Teeth, refunds and replacements are issued only in the circumstances outlined below. Due to the personal and hygienic nature of our products, we do not accept returns of opened or used items.
Order Delays
If your order shows no tracking information, remains pending, or stays in transit beyond:
- 45 days from the shipping date for U.S. orders
- 60 days from the shipping date for international orders
We will, at our discretion, resend the product or issue a refund.
Delivered Orders
Refunds and replacements cannot be processed if tracking confirms the order was delivered. If a package was not received, a non-delivery certification from the carrier or postal authority is required to process a claim.
Damaged Products
A full refund or replacement will be issued if your item arrives damaged.
- Must be reported within 30 days of delivery
- Clear photo or video evidence is required, demonstrating the defect and its impact on the product's functionality
- If only the packaging is damaged but the product itself is intact and working, a refund cannot be processed
Incorrect or Missing Products
A full refund or replacement will be issued for incorrect or missing items.
- Photo or video evidence is required within 30 days of delivery
- Evidence must include clear images of the received item, the original packaging, and the shipping label, along with an indication of the specific issue (e.g., incorrect SKU, size, or color)
Order Cancellation
A full refund is available if your order is cancelled before processing or shipping. Once an order has entered fulfillment, it can no longer be cancelled.
Refund Eligibility Window
Refunds and replacements are only possible if payment was made within 90 days prior to the refund request. Orders older than 90 days are automatically ineligible, regardless of the reason.
Defective Items
If you receive a defective product:
- Capture clear images or videos showing the defect
- Submit the evidence to support@simplywhiteteeth.com
- Once verified, we will offer either a refund to the original payment method or a replacement product
Returns are generally not required. You may keep defective items.
Wrong Items Received
If you receive the wrong item:
- Provide an image of the received item and its original packaging
- Indicate what part of the order was incorrect (SKU, color, or size)
- Submit the information to support@simplywhiteteeth.com
Once confirmed, refunds are processed within 5 to 10 business days to the original payment method.
Evidence Requirements
- Refunds and replacements are only issued when Simply White Teeth is responsible for the issue
- All required evidence (photos, videos, certifications) must be provided to validate your claim
- All exceptions, timeframes, and eligibility requirements above must be met for a refund or replacement to apply
- Refunds are initiated within 24 hours of validation. Funds may take 5 to 10 business days to appear in your account, depending on your bank or payment provider
Special Circumstances
In rare cases, we may issue a one-time courtesy refund outside of standard policy (for example, if an order is seized by customs). These exceptions require supporting documentation and are reviewed on a case-by-case basis. They are not guaranteed and do not set a precedent for future requests.
Contact
For refund-related inquiries: support@simplywhiteteeth.com