Refunds & Returns Policy

Last Updated: September 2026

At PURE SMILE, we want you to be satisfied with your purchase. If you receive a damaged, defective, incorrect, or incomplete order, please contact us so we can assist you.

1. Eligibility for Returns

Due to the nature of our oral-care products, opened or used products cannot be returned or exchanged for hygiene and safety reasons.

Returns may be considered in the following situations:

• You received the wrong product.
• The product arrived damaged or defective.
• Your order is missing an item.
• The product was damaged during delivery.

The product must generally be unused, unopened, and in its original packaging where applicable.

2. Damaged or Incorrect Orders

Please inspect your order when you receive it.

If your order arrives damaged, defective, incorrect, or incomplete, contact us within 48 hours of delivery with:

• Your order number
• Clear photos of the product and packaging
• A short description of the issue
• Video evidence where necessary

We will review the issue and, where appropriate, offer a replacement or refund.

3. Non-Returnable Items

For hygiene and safety reasons, we generally cannot accept returns for:

• Opened or used whitening pens
• Opened or used desensitizing pens
• Products that have been damaged after delivery due to customer handling
• Products returned without prior approval

4. Refunds

If your refund is approved, we will process it after reviewing the returned product or evidence provided.

The refund method and processing time may depend on the original payment method and applicable payment provider.

For Cash on Delivery (COD) orders, we may contact you to obtain the information required to process an approved refund.

5. Exchanges

If you receive a defective, damaged, or incorrect product, we may provide a replacement instead of a refund, depending on the circumstances and product availability.

6. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible before the order is dispatched.

Once an order has been dispatched, cancellation may no longer be possible.

7. Return Shipping

If the return is approved because we sent the wrong item or the product arrived damaged or defective, PURE SMILE may arrange or cover the applicable return shipping cost.

Returns made for reasons outside our approved return conditions may not be accepted.

8. Contact Us

For questions regarding refunds, returns, or exchanges, please contact our customer support team:

Email: Puresmilepk@gmail.com