Política de reembolso

Return & Refund Policy

Last Updated: September 2026

At SmilePlax, customer satisfaction is important to us. If you experience an issue with your order, please review the policy below.

30-Day Limited Return Policy

Customers may request a return within 30 days of confirmed delivery.

To initiate a request, contact us at support@smileplax.com and provide:

  • Order number
  • Full name
  • Description of the issue
  • Clear photos or videos showing the product and packaging (if applicable)

Failure to provide sufficient information may delay or prevent processing of the claim.

Defective or Damaged Products

If a product arrives damaged, defective, or non-functional upon delivery, customers must notify us within 7 days of receiving the order.

After reviewing the submitted evidence, SmilePlax may, at its sole discretion:

  • Provide a replacement product;
  • Provide replacement parts;
  • Issue store credit; or
  • Issue a refund if no reasonable alternative remedy is available.

SmilePlax reserves the right to request additional evidence before approving any claim.

Product Performance and Satisfaction

Individual results may vary based on personal use, habits, expectations, and maintenance.

A product that functions as intended but does not meet a customer's personal preferences, expectations, or desired results will not be considered defective.

In such cases, return requests may be subject to review and approval.

Hygiene and Personal Care Products

Due to health, safety, and hygiene regulations, used brush heads, opened replacement heads, and any consumable oral-care accessories cannot be returned or refunded unless they are proven to be defective upon arrival.

Change-of-Mind Returns

If you decide you no longer want the product after receiving it:

  • The item must be unused.
  • The item must be in original packaging.
  • All accessories must be included.
  • The customer is responsible for return shipping costs.

Approved change-of-mind returns may be subject to a 15% restocking fee to cover processing, inspection, and handling costs.

Original shipping charges are non-refundable.

Return Inspection

All returned products are inspected upon arrival.

Refunds, replacements, or store credits will only be issued after the inspection confirms that the returned item meets the requirements of this policy.

Products returned with:

  • Missing accessories
  • Physical damage caused by misuse
  • Signs of excessive wear
  • Unauthorized modifications
  • Damage caused by improper charging, storage, or handling

may be denied.

Non-Refundable Situations

Refunds will not be issued for:

  • Normal wear and tear
  • Minor cosmetic imperfections that do not affect functionality
  • Incorrect shipping information provided by the customer
  • Delays caused by customs, carriers, weather events, or circumstances outside our control
  • Orders marked as delivered by the shipping carrier
  • Failure to follow product instructions or care guidelines

Lost Packages

If a package is confirmed lost in transit by the shipping carrier, SmilePlax will work with the carrier to investigate the shipment.

Replacement, store credit, or refund eligibility will be determined after the carrier investigation has been completed.

Refund Processing

If a refund is approved, it will be issued to the original payment method.

Processing times may vary depending on the customer's financial institution and payment provider.

Shipping fees, insurance fees, and handling charges are non-refundable unless required by applicable law.

Chargebacks

Customers agree to contact SmilePlax directly before initiating a payment dispute or chargeback.

We reserve the right to provide order records, shipment confirmations, tracking information, customer communications, and evidence related to the transaction when responding to payment disputes.

Contact Information

For return and refund requests, please contact:

SmilePlax Support
📧 support@smileplax.com