Refund policy

Return & Refund Policy

Last updated: December 2025

Thank you for shopping with Thefreshsmile. We strive to provide high–quality dental products and an exceptional customer experience. If you are not entirely satisfied with your purchase, we’re here to help.

1. Eligibility for Returns

To be eligible for a return, your item must meet the following conditions:

  • The product must be unused, unopened, and in its original packaging.

  • Returns must be requested within 5 days of delivery.

  • A valid proof of purchase (order number, receipt, or invoice) is required.

For hygienic and safety reasons, certain dental products cannot be returned, including:

  • Opened or used dental instruments

  • Toothbrushes (manual or electric)

  • Whitening products, gels, and strips

  • Consumables such as gloves, masks, floss, or disposable items

  • Any item that has come into contact with the mouth, teeth, or body

  • Custom-made or personalized dental products

2. Damaged or Defective Products

If you received an item that is damaged, defective, or incorrect, contact us within 5 days of delivery.

Please provide:

  • A description of the issue

  • Photos of the product and packaging

Once approved, we will offer either:

  • A replacement, or

  • A full refund, including shipping costs

3. Refunds

Once your return is received and inspected:

  • Approved refunds will be processed to your original payment method.

  • Refunds may take 5 business days to appear depending on your bank or card issuer.

  • Shipping fees are non-refundable, except in cases of defective or incorrect items.

4. Exchanges

We only replace items if they are defective or damaged.
If you need to exchange a product, contact us.

5. Return Shipping

Unless the item is damaged or incorrect:

  • Customers are responsible for return shipping costs.

  • We recommend using a trackable shipping service, as we are not responsible for lost return shipments.

6. Non-Returnable Items

The following items are not eligible for return or refund:

  • Opened dental products

  • Any product marked as final sale

  • Custom or special-order items

  • Digital products or warranties