Returns

If you wish to cancel your order or return items please fill out the form below and one of our customer service team will be in touch to help process your request.

Returns and refunds

For returned items, we offer a replacement or refund, provided the items are returned in their original condition. Any returned items that are used or opened will not qualify for a refund.

To receive a refund, you must inform us of any issues within 14 days of receiving the items. If you wish to return the items, please do so within 14 days of receipt.

We must receive the returned items before you can be reimbursed. We cannot provide a refund for an item that is in transit.

If any items you purchase are damaged, faulty or incorrect on arrival, we will offer an exchange or refund as appropriate. Please fill out the form above and one of our customer service team will be in touch to help process your request.

Our policy on cancellations, returns and refunds does not affect your statutory legal rights. If you have any questions regarding returns, please get in touch, hello@yoursmilenv.com.

Our return address:
SmileNV Limited
International HQ
25 Merrion Square
Dublin 2
Ireland

Incorrect details policy

Customers need to make sure their personal details are entered correctly when ordering. This includes your shipping address, email address and mobile phone number.
Please double check your details before completing your order.

There may be an administration charge if failure to deliver the items is deemed to be the fault of the customer.

Customs

International orders will need to pass through customs before they reach the customer. Occasionally items may be held in customs due to a number of reasons, however most orders will pass through with no issues. Customers need to make sure their address is correct to ensure their order passes through customs quickly. We do not have any control over delays at the destination country’s customs office. Some international orders may also be liable for customs import charges.

Order Cancellation

You may cancel your order at any stage before the item(s) is dispatched. Once the order has been dispatched you will be notified via text message or email.
To cancel your order prior to confirmation of dispatch simply fill out the form above and someone will be in touch. Please note our working hours are 9am – 5pm Monday to Friday.
To cancel/return an order after you have received confirmation of dispatch you can simply fill out the form above and someone will be in touch.
Where you decide to cancel an order after the item(s) has been dispatched, please return the item(s) to us within 14 days. We will not be responsible for any loss or damage to the products in transit.
You should return the item(s) unopened, unused and in the same condition in which you received the item(s) together with the original product packaging. If any seals or retail packaging is opened we will not under any circumstances accept your return for dental hygiene reasons.

Cost of returns

We will NOT bear the cost of you returning any products to us unless your order is incorrect or damaged. You will be solely responsible for returning the item(s) and for covering all (no return) postage, packaging and insurance costs. All items MUST be returned to us within the specified time scale or your return will be refused.
After you cancel your order and return the item(s) you will be reimbursed. We will notify you of your refund via e-mail within a reasonable period of time. We will make the reimbursement using the same method originally used by you to pay for your purchase. We will process the refund due to you as soon as possible.


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