Refund policy

Return and Refund Policy
Last updated: October 2025

Your Legal Rights
Nothing in this policy affects your statutory consumer rights. If you are based in the EU, you have the right to cancel your order within 14 days of receiving it, without giving a reason, under EU consumer law. This right does not apply to sealed hygiene products once they have been opened. Oral care products such as mouthwash cannot be returned once opened for health and safety reasons. This exemption comes from consumer protection law, not from our policy.

These rights are separate from the 30-day return policy below, which applies to unopened products only.

Our 30-Day Return Policy
You have 30 days after receiving your order to start a return. This is longer than the legal minimum and is offered as a goodwill gesture.

Eligibility
To be eligible for a return, your item must be:

• Unopened and unused
• In its original, sealed packaging
• Accompanied by proof of purchase (order number or receipt)

Opened oral hygiene products cannot be returned for health and safety reasons. This applies once the box or a sachet has been opened or used.

How to Start a Return
Email us at [support email] with your order number. Once your request is approved, you will receive return instructions. Items sent back without first contacting us will not be accepted.

Return Shipping Costs

• Change-of-mind returns: you are responsible for the return shipping costs.
• Defective, damaged or incorrect items: we provide a prepaid return label at no cost to you. Please check your order on delivery and contact us right away if something is wrong.

Exchanges
We do not offer direct exchanges. The fastest way to get a different item is to return the one you have (once approved) and place a new order.

Refunds
Once we have received and inspected your return, we will let you know whether your refund is approved. If approved, the money goes back to your original payment method within [10] business days. Your bank may need extra time to show it. If the product was opened and cannot be accepted, we will tell you why, and you can ask us to send it back at your cost or we will dispose of it responsibly.

If more than [15] business days have passed since approval and you have not received your refund, contact us at [support email].

Health and Safety Exclusions
For hygiene reasons we cannot accept returns of oral care products once opened or used, including mouthwash sachets and boxes with a broken seal. This applies both within the 14-day legal period and within our 30-day return window. Unopened products in their original sealed packaging can be returned within the applicable period.

The only exception is our 30-Day Satisfaction Guarantee below.

Subscription Orders (only if you offer subscriptions)
Each subscription shipment has the same return rights as described above. Subscription-specific rules apply to billing, cancellation and refunds. To get a refund for a renewal shipment, the product must be returned unopened.

30-Day Satisfaction Guarantee
This guarantee is an exception to our hygiene rules and is the only way to return an opened product.

If you have genuinely tried OralBrite and are not satisfied with your results, we will refund your purchase under these conditions. You must:

• Say clearly that you are claiming the Satisfaction Guarantee (not a standard return)
• Have used the product as directed for at least [7] consecutive days
• Submit your request within 30 days of delivery
• Briefly describe your experience (3-4 sentences: how you used it and why you are not satisfied)
• Return any remaining product using the label we provide

Additional limits:

• One claim per customer
• First purchases only, not subscription renewals
• We may decline claims that do not meet all requirements or appear fraudulent

To claim, email [support email] or use our return portal at [link], and state that you are claiming the Satisfaction Guarantee. If you ask for a standard return on an opened product without claiming the guarantee and meeting these conditions, the return will be declined under our hygiene policy.

This guarantee is in addition to, and does not affect, your statutory rights.

Contact
For any questions about returns or refunds: [support email]

Governing Law
This policy is governed by the laws of [the Netherlands] and complies with applicable EU consumer protection law.