Return & Refund Policy

We have a 30-day return, refund and replacement policy, which means you have 30 days after receiving your item to request a return and refund. If 30 days have gone by since your order was delivered, unfortunately, we will not be able to offer/accept returns, refunds or exchanges.

Note: We offer returns and refunds exclusively for customized orders that arrive damaged or defective. We understand that unforeseen circumstances may arise, and we are dedicated to addressing such situations promptly and effectively. However, for orders that are in good condition and not damaged, we regret to inform you that we are unable to accommodate return and refund requests.

To start a return, you need to contact us or email us at help@drssmile.com.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions or email us at help@drssmile.com.

When can I cancel my order and ask for a refund?

All orders are automatically processed on our secure merchant processor and sent for shipment as soon as they are placed. During this process, we incur irreversible fees. Therefore, while we understand that orders might need to be changed sometimes, we are unable to cancel or change after processing and shipping orders.

Cancellation Fee:
If you want to cancel your order after it has been processed or shipped we are unable to cancel your order. Still, if you want to cancel your order the cancellation will have to be treated as 40% of your order amount with all applicable fees.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective/damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

We only replace/exchange items if they are defective or damaged. If you need to exchange it for the same item, contact us or send us an email at help@drssmile.com

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5 business days.

Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us or email at help@drssmile.com.

We are committed to customer satisfaction, and we want to ensure that you are completely satisfied with your purchase. If you have any questions about our return and return policy, please do not hesitate to contact us.