Returns & Refund Policy EU
At Smile Therapy, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied, we offer a hassle-free returns policy. We stand by our products with a 30 day money back guarantee!
We have a 30-day return policy, which means you have 30 days from the date on which the goods were received to return any item(s) for a refund. Unfortunately any returns after this period will not be accepted, unless authorised prior. To be eligible for a refund, the item(s) must be in their original condition, including packaging, accessories, and documentation. We are not liable for any damage that may occur during the return process so it is advised that you ship your return securely and safely.
Please contact us to confirm our return address. Our business address IS NOT our return address. You are responsible for ensuring your item is returned to the correct address. We are not held liable for any loss that may occur if your return item is sent to a wrong address. Items returned to us without first requesting a return will not be accepted.
Please note that returns will need to be sent to the following address: Smile Therapy, AJ Sells LTD, Prenzlauer Promenade 87, 13089 Berlin, Germany
Return Process
To initiate a return, please follow these steps:
- Contact our customer service team at support@smile-therapy.co to request a return. Be sure to include your order number and the reason for your return.
- Our customer service team will provide you with instructions on how and where to return your item(s).
- Pack the item(s) securely and include any original packaging, accessories, and documentation.
- Ship the package back to us using a carrier of your choice. We recommend using a tracked service to prevent your parcel being lost. We are not responsible for parcels being lost in this case.
- Once we receive your return, we aim to process your return within 7 working days. If your return is approved you will get an email confirming the refund has been initiated and we will refund the purchase price to the original payment method. Please be aware that once we initiate the refund, it can take between 3 - 5 business days for your bank or credit card company to return the funds to your account. If more than 15 working days have passed since we approved your return, please contact us and we will investigate the situation.
Return and exchange shipping is the responsibility of the customer, unless the return or exchange is a result of our error (e.g. you received the wrong product, or the product is faulty). In these cases, we will cover the cost of return and exchange shipping.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged, or if you received the wrong item so that we can evaluate the issue and make it right.
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.
European Union 14-day cooling-off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it in its original packaging. You’ll also need the receipt or proof of purchase. However, we understand that sometimes 14 days is not enough to make this decision which is why we offer a 30 day money back guarantee.
Business Address: AJ Sells LTD, Smile Therapy, Prenzlauer Promenade 87, 13089 Berlin, Germany
Email Address: support@smile-therapy.co