UK COMMERCIAL WARRANTY AND STATUTORY RIGHTS POLICY(“Policy”)
Last updated:【2026/07/02】
Thank you for your interest in the products and services provided by usmile (“our”, “we” or “us”). this Policy applies to physical goods purchased from the usmile official website for your personal use in the UK and not for resale (“Products”), subject to the terms below.
This Policy serves as a clear procedural guide on how usmile fulfills both its voluntary commercial guarantee and your mandatory statutory rights under the Consumer Rights Act 2015.
This Policy constitutes a voluntary manufacturer’s commercial guarantee (“Commercial Warranty”) provided by usmile, which is in addition to, and not instead of, rights provided by UK consumer law. Nothing in this Policy affects, limits, or restricts your mandatory statutory rights in case of lack of conformity or defects under the Consumer Rights Act 2015. Where any procedural step in this Policy conflicts with mandatory statutory law, the statutory law shall prevail.“Eligible Territory” means the UK.
If any provision of this Policy is held to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such provision shall be modified to the minimum extent necessary to make it valid and enforceable, or if modification is not possible, shall be severed from this Policy. The invalidity, illegality, or unenforceability of any provision shall not affect the validity, legality, or enforceability of the remaining provisions, which shall continue in full force and effect.
this Policy, together with the Terms of Service and Privacy Policy, provides procedural information on how usmile handles statutory defect claims and supersedes prior communications relating to the same subject matter.
Part 1.COMMERCIAL WARRANTY AND STATUTORY RIGHTS FOR HARDWARE PRODUCTS
1. Statutory Warranty Rights
1.1
For all Products purchased from the usmile official website for personal use in the UK, usmile provides a voluntary Commercial Warranty for a period of one (1) year from the date of delivery. This Commercial Warranty is a discretionary manufacturer's guarantee and provides a green-channel service process subject to the procedural requirements set forth in Section 4 of this Policy.
1.2
This Commercial Warranty applies exclusively to defects that were already present at the time of delivery or arise from inherent manufacturing issues under normal operating conditions. Please note that normal wear and tear resulting from regular use does not constitute a defect. For battery-powered products (such as electric toothbrushes and water flossers), a gradual decrease in battery capacity over time is a normal characteristic of lithium-ion batteries and is not considered a defect unless it constitutes a premature failure under normal operating conditions.
1.3
Except for this one-year Commercial Warranty and your non-excludable statutory rights under UK law, usmile provides no other warranties or guarantees.
2. Statutory Consumer Rights and Burden of Proof
2.1
Under applicable UK limitation rules, consumers may generally have up to six (6) years in England, Wales and Northern Ireland, and up to five (5) years in Scotland, to bring certain claims relating to non-conforming goods. This is not a fixed product warranty period and does not mean that all Products are covered for that entire period. This Policy does not alter or abridge any mandatory statutory rights you may have under UK law.
2.2
However, your statutory rights are subject to the following rules regarding the burden of proof under UK law:
(A) If a defect becomes apparent within the first six (6) months after delivery, it is legally presumed to have existed at the time of delivery, unless usmile can prove otherwise or this presumption is incompatible with the nature of the Product.
(B) For claims brought under statutory law after the first six (6) months, the burden of proof shifts entirely to you. In such cases, you are legally required to demonstrate that the defect already existed at the time of delivery. To satisfy this statutory burden of proof, usmile may ask you to provide reasonable evidence that the fault was present at the time of delivery. Depending on the nature and value of the Product and the alleged fault, this may include photos, videos, troubleshooting records, or, where reasonable and proportionate, an independent technical assessment.
3. Remedies and Resolution Process under Statutory Law
3.1
Under the Consumer Rights Act 2015, if the Product is faulty or does not conform to the contract, you have a short-term right to reject the Product and receive a full refund within the first thirty (30) days after delivery. (Please note that evidence requirements under Section 4.1 still apply).
3.2
In the event of a valid statutory defect claim, you generally have the right to request a repair or replacement, choosing between the repair of the defective Product or the delivery of a defect-free replacement.
3.3
Due to the sealed, waterproof and hygienic nature of certain oral care Products, repair may in individual cases be technically impossible, unsuitable or involve disproportionate costs. In such cases, usmile may refuse the specific form of cure requested and offer an appropriate statutory remedy, such as replacement or refund, in accordance with applicable law.
3.4
If a replacement is out of stock, no longer commercially available, or involves disproportionate costs, or if repair or replacement otherwise fails, usmile will issue a proportional or full refund of the original purchase price in accordance with statutory requirements.
4. Defect Claim Support Process
4.1 Claim Submission and Evidence Requirements
To exercise your statutory rights, please contact our global customer service team at service@usmile.uk . To help us accurately assess the issue and provide swift assistance without unnecessary delays, please provide the following information where available:
(A) a valid proof of purchase, such as a receipt or order confirmation, from the usmile official website;
(B) the relevant order number, Product model, and Product serial number, if applicable;
(C) a description of the alleged defect; and
(D) where reasonably necessary to assess the claim, photos, videos, or other reasonable supporting evidence demonstrating the alleged defect.
If the information provided is insufficient for usmile to assess the claim, processing may be delayed until further reasonable information is provided.
4.2 Remote Troubleshooting
Upon receipt of your claim, usmile will first attempt to diagnose and resolve the issue remotely through troubleshooting guidance. Your cooperation is highly appreciated and required to help us determine the nature of the defect.
4.3 Product Return and Disposal Instructions
If the issue cannot be resolved remotely and a replacement or refund is approved, usmile will instruct you on the next steps based on our operational assessment:
Local Disposal (No-Return Policy): To minimize environmental impact and unnecessary cross-border shipping, usmile may explicitly waive the return requirement. In such cases, you are responsible for safely disposing of the defective Product in accordance with local electronic waste (WEEE) and battery disposal regulations in the UK. usmile assumes no liability for disposal costs or improper disposal on your part.
Return Request: In exceptional cases where a physical quality inspection is necessary, we may require you to return the Product. usmile will provide a pre-paid shipping label or reimburse reasonable standard shipping costs within the UK in accordance with statutory law.
4.4 Delivery Issues and Transit Damage
For issues related to delivery (such as transit damage, missing items, or incorrect items), we strongly request that you contact us within fifteen (15) days of delivery. Prompt reporting assists us in conducting investigations with our logistics partners. (Please note: This requested timeframe is to facilitate carrier claims and does not restrict your mandatory statutory defect liability rights).
4.5
usmile reserves the right to deny coverage under this Policy, to the extent permitted by law, if:
(A) you are in material breach of this Policy or the terms of sale of the Product;
(B) the Product has not been returned to usmile following a refund where return is required;
(C)This Policy applies to Products purchased from the usmile official website for delivery and use in the UK. Where a Product is located outside the UK at the time of the claim, usmile may not be able to provide the same logistics or replacement process. This does not affect any mandatory rights you may have against the seller under applicable law; or
(D) if usmile identifies that the Product is connected with any suspected fraud or if the Product is counterfeit, stolen or lost during shipment.
A denial of a service request under this Policy does not affect any other mandatory statutory rights you may have under applicable law.
5. Exclusions from Scope of This Policy
5.1
This Policy is intended for the original consumer purchaser who purchased the Product from the usmile official website. This does not affect any mandatory statutory rights that cannot be limited under applicable law.
5.2
Products obtained from unauthorised sellers, including unauthorised Internet sites, are not eligible for coverage under this Policy.
5.3
this Policy does not cover damages resulting from:
(A) normal wear and tear caused by your use of the Product, including but not limited to cosmetic damage such as scratches, dents or broken plastic;
(B) accidents, misuse, abuse, exposure to dirt or water, tampering, unreasonable use, or neglect of reasonable and necessary maintenance;
(C) service operations carried out or attempted by unauthorised service agencies;
(D) damages or malfunctions that are determined, through usmile's inspection, to have been caused by or attributable to the use of non-usmile accessories, parts, or attachments. For the avoidance of doubt, the mere use of non-usmile accessories, parts, or attachments does not, in and of itself, exclude handling under this Policy; claims may be rejected only to the extent that such non-usmile components are determined to have caused the damage or malfunction;
(E) damages resulting from force majeure events, including but not limited to natural disasters such as floods, fires, or earthquakes;
(F) damages arising from the commercial use of a Product intended for personal use only;
(G) damages caused by usage beyond the intended or normal operating conditions;
(H) products for which a valid proof of purchase cannot be provided; or
(I) any Product for which a full refund has been issued to the customer.
5.4
Only Hardware Products purchased through this usmile official website in their original condition are covered by this Policy. Please note that complimentary gifts or items provided with the Product, or items won through usmile giveaways are not covered under this warranty.
Consumable components such as brush heads, toothpaste, floss, and similar items are not handled under this Policy, except to the extent they are defective upon delivery or prohibited by law.
6. Use of Personal Information
6.1
We will need to use your personal information to provide the defect claim support requested by you, including but not limited to your request details and your contact information such as your name, phone number, address, and e-mail address. usmile will process your personal information in accordance with our Privacy Policy and the applicable laws.
7. Limitation of Liability
7.1 Non-excludable liabilities
Nothing in this Policy limits or excludes liability that cannot be limited or excluded under applicable law (including liability for intent, fraud, gross negligence, or for death/personal injury where applicable).
7.2
Except to the extent prohibited by applicable law, usmile shall not be liable for any incidental, indirect, special or consequential damages, or any loss of profits, revenue, or data, resulting from any breach of express or implied warranty or condition, or under any other legal theory, even if usmile has been advised of the possibility of such damages, and regardless of the form of action, whether in contract, tort (including negligence), or any other legal or equitable theory. To the extent permitted by mandatory applicable law, usmile’s liability under this Policy may be limited to the actual amount paid by you for the defective Product.
7.3
The above liability restrictions shall also apply in favour of our representatives, employees and agents.
7.4
The above liability restrictions do not apply in the event of intent, fraud or gross negligence, or where there are conflicting provisions under applicable statutory law which shall prevail.
Part 2. PRODUCT QUALITY & SHELF-LIFE POLICY FOR CONSUMABLE PRODUCTS (the UK)
1. Scope of This Policy
1.1
This Part 2 applies to consumable products purchased from the usmile official website for your personal use in the UK and not for resale, including but not limited to toothpaste, dental floss, mouthwash, and other similar fast-moving consumer goods (collectively, “Consumables”).
1.2
Consumables are not covered under Part 1 (Statutory Defect Liability Policy for Hardware Products), except to the extent required by applicable law or as expressly stated in this Part 2.
1.3 Statutory rights
This Part 2 provides additional contractual quality assurance terms and does not affect your mandatory statutory rights under applicable consumer law.
2. Shelf-Life / Expiration and Quality Assurance
2.1
Consumables are subject to a shelf-life or expiration/best-by date (“Shelf-Life”) as indicated on the product packaging. Please refer to the date printed on the packaging as the authoritative Shelf-Life information.
2.2
usmile represents that, when stored and used in accordance with the instructions on the packaging (including any recommended storage conditions), Consumables are intended to meet applicable quality standards through the stated Shelf-Life.
2.3
usmile does not provide a “warranty period” for Consumables in the same manner as hardware products, and this Part 2 sets out the exclusive quality assurance terms for Consumables to the extent permitted by law.
3. Quality Issues and Remedies
3.1
If you believe a Consumable is defective, contaminated, damaged, or materially non-conforming when delivered, or if you experience a quality issue with a Consumable prior to its stated Shelf-Life under normal storage and use, you may submit a request in accordance with Section 4 below of this Part 2. For delivery-related issues, including transit damage, leakage, missing items or incorrect items, we kindly ask you to contact us within fifteen (15) days of delivery so that we can investigate the issue with our logistics partners. This requested timeframe is for operational handling purposes only and does not limit your mandatory statutory rights.
3.2
Subject to verification of your claim and without prejudice to your mandatory statutory rights, usmile will provide an appropriate remedy, such as replacement of the affected Consumable(s) with the same or substantially equivalent item, or refund of the purchase price paid for the affected Consumable(s), in accordance with applicable law.
3.3
For avoidance of doubt, remedies under this Part 2 apply only to the affected Consumable(s) and do not extend any coverage to hardware products.
4. Service Request Process for Consumables
4.1
You may request support for Consumables by contacting our customer service team at service@usmile.uk and providing:
(A) a valid proof of purchase (receipt or comparable sales document);
(B) the relevant order number and product name/variant (and batch/lot number if available);
(C) a description of the issue and reasonable supporting evidence (e.g., photos and/or videos of the product and packaging); and
(D) your contact details and delivery address.
4.2
usmile may request that you retain (and, in limited cases, return) the affected Consumable(s) and/or packaging for quality investigation, to the extent permitted by applicable law.
5. Exclusions and Limitations
5.1
This Part 2 does not cover:
(A) normal consumption or changes attributable to ordinary use;
(B) issues resulting from improper storage, misuse, or use inconsistent with the packaging instructions;
(C) issues arising after the stated Shelf-Life, or where the Shelf-Life information on the packaging has been removed, altered, or is illegible due to circumstances not attributable to usmile;
(D) minor variations that do not affect the safety or intended performance of the Consumable;
(E) products obtained from unauthorized sellers, including unauthorized Internet sites; or
(F) Consumables provided as complimentary gifts or items won through giveaways.
5.2
Only Consumables purchased through the usmile official website in their original condition are covered by this Part 2.
6. Use of Personal Information
6.1
We will use your personal information to provide support under this Part 2, including your request details and contact information, in accordance with our Privacy Policy and applicable laws.
7. Statutory Rights
7.1
This Part 2 provides you with contractual rights. Nothing in this Part 2 affects or limits your statutory rights that cannot be waived or limited under the applicable laws of your jurisdiction of residence.
7.2
Some jurisdictions do not allow limitations on certain implied warranties or consumer rights; therefore, some of the above limitations may not apply to you.
8. Limitation of Liability
8.0 Non-excludable liabilities
Nothing in this Part 2 limits or excludes liability that cannot be limited or excluded under applicable law (including liability for intent, fraud, gross negligence, or for death/personal injury where applicable).
8.1
EXCEPT TO THE EXTENT PROHIBITED BY APPLICABLE LAW, USMILE SHALL NOT BE LIABLE FOR ANY INCIDENTAL, INDIRECT, SPECIAL, OR CONSEQUENTIAL DAMAGES, OR ANY LOSS OF PROFITS, REVENUE, OR DATA, ARISING OUT OF OR RELATING TO ANY CONSUMABLE OR THIS PART 2, WHETHER IN CONTRACT, TORT (INCLUDING NEGLIGENCE), STRICT LIABILITY, OR ANY OTHER LEGAL OR EQUITABLE THEORY, EVEN IF USMILE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
8.2
EXCEPT TO THE EXTENT PROHIBITED BY APPLICABLE LAW, AND TO THE MAXIMUM EXTENT PERMITTED BY LAW, USMILE’S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATING TO ANY CONSUMABLE UNDER THIS PART 2 SHALL NOT EXCEED THE ACTUAL PURCHASE PRICE PAID BY YOU FOR THE AFFECTED CONSUMABLE(S) GIVING RISE TO THE CLAIM (EXCLUDING SHIPPING, TAXES, AND OTHER FEES, UNLESS OTHERWISE REQUIRED BY APPLICABLE LAW).
8.3
The limitations and exclusions set forth in this Section 8 do not apply in the event of intent, fraud or gross negligence, or to any other liability that cannot be limited or excluded under applicable law. Where these limitations and exclusions conflict with applicable statutory law, such statutory law shall prevail.