Refund policy
USMILE RETURN AND REFUND POLICY (UNITED KINGDOM)
Last updated: 08/07/2026
Overview
At usmile, your satisfaction is our top priority. This Return and Refund Policy applies to physical products purchased from the relevant usmile official website serving the United Kingdom and delivered to the United Kingdom for personal use and not for resale (“Products”).
To provide you with peace of mind, our return policy consists of two parts: (i) your 14-Day Statutory Right to Cancel under applicable UK consumer law, and (ii) our extended 90-Day usmile Money-Back Guarantee.
The entity responsible for this Return and Refund Policy is Star Flare Technology LLC.
For the avoidance of doubt, the 90-Day usmile Money-Back Guarantee is a voluntary commercial return policy offered by usmile in addition to your statutory rights. It does not affect your 14-Day Statutory Right to Cancel or any statutory remedies for defective, damaged, incorrect, or non-conforming Products under applicable UK consumer law.
Section 1 - 14-Day Statutory Right to Cancel
1.1 Statutory Right to Cancel
If you are a consumer who purchases Products from the relevant usmile official website serving the United Kingdom for delivery to the United Kingdom, you generally have the statutory right to cancel your purchase contract within fourteen (14) calendar days from the date you, or a third party designated by you other than the carrier, physically receive the goods, without providing any reason, unless an exception applies.
This Section applies to your statutory Right to Cancel only and does not affect any statutory remedies you may have for defective, damaged, incorrect, or non-conforming Products under applicable UK consumer law.
1.2 Conditions for Statutory Cancellation
You may inspect the goods in a way that is reasonably necessary to establish their nature, characteristics, and functioning, as you would be permitted to do in a physical shop.
Hygiene Exception: For health protection and hygiene reasons, the statutory Right to Cancel does not apply to sealed goods which are not suitable for return and which have been unsealed after delivery. This may include, where supplied in sealed packaging for health protection or hygiene reasons, replacement brush heads, water flosser nozzles, and toothbrush/flosser unit handles. Once the protective film or seal on these items has been broken, the right to cancel may be lost unless the Product is defective, damaged, incorrect, or non-conforming.
Return Shipping Costs: Unless otherwise agreed by us or required by applicable law, you will have to bear the direct costs of returning the items under your statutory Right to Cancel. You are responsible for any diminished value of the goods resulting from handling beyond what is necessary for that purpose. (For example, unnecessary damage to the primary product box, removal of protective films not required for inspection, or cosmetic damage caused during inspection may result in a proportionate deduction from your refund amount, to the extent permitted by applicable law).
1.3 How to Exercise Your 14-Day Right to Cancel
To exercise your statutory Right to Cancel, you must notify us before the 14-day cancellation period expires by contacting your local customer service team:
service@usmile.uk
Your notice must contain a clear statement that you wish to cancel the purchase contract. You may also use the model cancellation form provided in our Terms of Service, but this is not mandatory.
Once you have notified us of your cancellation, you must return the goods to us within fourteen (14) calendar days. We will refund the amount you paid for the order, including the cost of standard delivery where applicable, but excluding supplementary costs for express or other non-standard delivery selected by you, within fourteen (14) days of receiving your cancellation notice. We may withhold the refund until we have received the goods back or you have provided evidence of having sent them back, whichever is earlier. Refunds will be made using the same payment method you used for the original purchase, unless you have expressly agreed otherwise.
Section 2 - 90-Day usmile Money-Back Guarantee (Voluntary Commercial Return)
We strive to design and manufacture products that meet your needs, and we are confident that you will enjoy our offerings. However, we understand that occasionally, your expectations may not be met. If this is the case, you may apply for a return of an eligible usmile device within ninety (90) calendar days of delivery, subject to the terms and conditions below.
The 90-Day usmile Money-Back Guarantee applies only to eligible usmile devices purchased from the relevant usmile official website serving the United Kingdom and delivered to the United Kingdom. It applies only to voluntary returns based on customer preference, dissatisfaction, or change of mind after the statutory cancellation period has expired. It does not apply to consumables, accessories sold separately, replacement brush heads, water flosser nozzles, toothpaste, dental floss, mouthwash, or similar fast-moving consumer goods, unless expressly stated otherwise by usmile. It also does not apply to returns arising from our error, defective Products, Products damaged in transit, incorrect Products, or any other circumstance where a remedy is required by applicable law.
CLEARANCE ITEMS, INCLUDING MYSTERY BOX PURCHASES, ARE FINAL SALE AND ARE NOT ELIGIBLE FOR RETURNS OR EXCHANGES UNDER THE 90-DAY MONEY-BACK GUARANTEE, EXCEPT WHERE OTHERWISE REQUIRED BY APPLICABLE LAW.
Section 3 - Conditions for Returns
3.1 For returns under our 90-Day usmile Money-Back Guarantee, returned eligible usmile devices must be purchased from the relevant usmile official website serving the United Kingdom and delivered to the United Kingdom. Products bought from offline stores, marketplaces, Amazon, other authorised retailers, or other channels are not eligible for returns under this Return and Refund Policy. If you bought a Product from Amazon or another retailer, please contact the respective retailer to raise a return request. This does not affect any statutory rights you may have against the seller under applicable UK consumer protection laws.
3.2 Unless otherwise expressly provided in this Policy or required by applicable law, only eligible usmile devices that are unused, unopened, in their original condition, and returned with all original packaging, accessories, manuals, gifts, and other items originally included with the order are eligible for a refund under our 90-Day usmile Money-Back Guarantee. Eligible usmile devices that have been opened, unsealed, activated, or used are not eligible for return under the 90-Day usmile Money-Back Guarantee. Failure to meet these conditions may result in reduction of the refund amount or refusal of your voluntary return request, in accordance with the Refund Criteria set out in Section 6 below and to the extent permitted by applicable law.
These conditions apply only to voluntary returns under our 90-Day usmile Money-Back Guarantee and do not affect your statutory Right to Cancel or any statutory remedies for defective, damaged, incorrect, or non-conforming Products.
3.3 To request a return and refund for your Product, please contact your local customer service team and include the details below in your request:
(A) a valid proof of purchase;
(B) the relevant order number and Product model;
(C) your specific request, for example the quantity of Products you would like to return, whether you request a refund or Product exchange, and the desired colour and model if you request an exchange;
(D) clear photos of the Product with sufficient details for us to assess its condition;
(E) if you request a return under our 90-Day usmile Money-Back Guarantee, your reason for dissatisfaction;
(F) your contact details;
(G) if you have kept the original packaging, clear photos showing its condition; and
(H) whether you would like to return the Product to usmile using the service provided by our designated shipping partner, in which case we may send you a pre-paid shipping label and deduct the relevant return shipping fee from the refund in accordance with the Refund Criteria set out in Section 6 below.
3.4 If we provide a pre-paid shipping label for a voluntary return under our 90-Day usmile Money-Back Guarantee, you must return your Products to us within three (3) days of receiving the pre-paid shipping label, unless otherwise agreed by us in writing or required by applicable law.
3.5 Returned items from the same order that are approved for return must be sent back together in a single shipment, unless otherwise agreed by us in writing. We may reject or reduce the refund for unauthorised split returns to the extent permitted by applicable law.
3.6 Please ensure that you pack your Product securely in a box, preferably using the original shipping box if available, and affix the shipping label provided by us, where applicable, to the outside of the box. Our warehouse will inspect each returned item according to the applicable conditions for returns. If the returned goods meet the applicable return criteria, we will issue the refund amount determined under Section 6 to your original payment method.
3.7 For returns under our 90-Day usmile Money-Back Guarantee, we require that the return is sent via a signed-for courier or a courier that provides proof of delivery. Without this, our warehouse may not be able to track the package, which may result in the inability to process a refund, to the extent permitted by applicable law. For statutory cancellation returns, we strongly recommend using a trackable shipping method, but this does not affect any mandatory statutory rights you may have under applicable UK consumer protection laws.
3.8 This Section applies to operational handling of return requests, especially voluntary returns under our 90-Day usmile Money-Back Guarantee. It does not affect your 14-Day Statutory Right to Cancel or any statutory remedies for defective, damaged, incorrect, or non-conforming Products that cannot be excluded or limited under applicable law.
Section 4 - Damaged on Delivery & Incorrect Items
4.1 We inspect our Products before shipment to help ensure quality. However, in limited cases, a Product may be damaged during shipping or due to other unforeseen circumstances.
4.2 If you receive a Product that is damaged, broken, stained, or otherwise arrives in an unsatisfactory condition, please refrain from using it where reasonably possible, take clear photos of the Product, packaging, and any visible damage as soon as reasonably possible after delivery, and contact your local customer service team within fifteen (15) days after delivery so that we can review your claim and, where appropriate, arrange a replacement, refund, or other suitable remedy. To help us process your claim efficiently, we strongly recommend providing an unboxing video showing the condition of the package and Product upon arrival. Earlier reporting may help us resolve the issue more efficiently. The 15-day reporting period is intended to facilitate logistics investigation and does not affect any mandatory statutory rights you may have in relation to defective, damaged, incorrect, or non-conforming Products under applicable consumer protection laws.
4.3 We may request that you return the damaged Product, together with its original packaging and included items where reasonably available, so that we can investigate the issue and help prevent recurrence. If we ask you to return the damaged Product and the claim is verified as a damaged-on-delivery or shipping-related issue, we will provide reasonable return instructions and, where applicable, a pre-paid return shipping label.
Local Disposal (Returnless Resolution): To minimize environmental impact and unnecessary reverse shipping costs, usmile may, based on the circumstances of the case and to the extent permitted by applicable law, issue a replacement or refund without requiring the physical return of the damaged or defective Product. In such cases, you are responsible for safely disposing of the Product in accordance with applicable UK electronic waste (WEEE), battery, and recycling regulations. This does not affect any mandatory statutory rights you may have under applicable UK consumer protection laws.
4.4 If you receive an incorrect model or colour that does not match your order confirmation, please report it to us within fifteen (15) days of delivery where reasonably possible. The item should remain unused where possible to facilitate verification and resolution.
The requested timeframe and unused-condition requirement in Section 4.4 are for operational handling of obvious delivery errors only and do not affect any mandatory statutory rights you may have in relation to incorrect, defective, damaged, or non-conforming Products under applicable UK consumer protection laws.
4.5 For defects or malfunctions occurring after use, please refer to our UK Commercial Warranty and Statutory Rights Policy for your commercial warranty and statutory rights under applicable UK consumer law.
Section 5 - Free Gifts and Promotional Offers
5.1 We occasionally offer promotional offers and free gifts with purchase. Please carefully read the terms and conditions of the promotions to learn about any special rules for return and refund.
5.2 In principle:
(A) if you would like to return a Product for which you received a free gift, you must also return the free gift in order to receive a refund for your Product, unless otherwise specified in the terms and conditions of the promotion; and
(B) if you would like to return a Product sold as part of a promotional bundle package, the amount of refund will be calculated in accordance with the terms and conditions of the promotion. For example, if it is a “Buy 2, Get 1 Free” promotion and you would like to return only one Product, the returned Product may be deemed as a free gift which is not entitled to refund.
5.3 This Section applies to promotional and voluntary return handling only and does not affect any statutory Right to Cancel or statutory remedies for defective, damaged, incorrect, or non-conforming Products that cannot be excluded or limited under applicable law.
Section 6 - Refund Criteria
6.1 We will provide a refund of the applicable Product value in the following circumstances, subject to this Policy and applicable law:
(A) orders cancelled before shipment, where cancellation is accepted by us or required by applicable law;
(B) Products received in an incorrect model or colour, not based on personal preference, provided that the issue is reported to us within fifteen (15) days after delivery where reasonably possible;
(C) Products that are damaged, broken, or stained upon delivery and reported to us within fifteen (15) days after delivery where reasonably possible;
(D) valid returns under your 14-Day Statutory Right to Cancel; and
(E) valid voluntary returns under our 90-Day usmile Money-Back Guarantee.
Unauthorised Refusal of Delivery: If you refuse delivery of a parcel without prior authorisation from usmile, or if a parcel is returned to sender due to an incorrect address provided by you or failure to collect it from a pick-up point, we may deduct any reasonable return shipping costs, courier penalty fees, and handling charges from your final refund, to the extent permitted by applicable law.
6.2 For statutory cancellation returns, we will refund the amount you paid for the order, including the cost of standard delivery where applicable. If you expressly chose a delivery method other than the least expensive type of standard delivery offered by us, we are not required to reimburse the supplementary costs of that more expensive delivery option. Unless otherwise agreed or required by applicable law, you will bear the direct costs of returning the items.
6.3 For returns pursuant to our 90-Day usmile Money-Back Guarantee:
(A) For the avoidance of doubt, our 90-Day usmile Money-Back Guarantee applies only to eligible usmile devices returned on the basis of customer preference or dissatisfaction. It does not apply to consumables, accessories sold separately, replacement brush heads, water flosser nozzles, toothpaste, dental floss, mouthwash, or similar fast-moving consumer goods, unless expressly stated otherwise by usmile. It also does not apply to returns arising from our error, defective Products, Products damaged in transit, incorrect Products, or any other circumstances where a remedy is required by applicable law.
(B) Returns will not be accepted if:
(1) the Product has been opened, used, activated, or altered;
(2) the original Product, accessories, manuals, cables, gifts, or any other items originally provided with the Product are missing or damaged;
(3) the Product exhibits physical damage or obvious misuse by the user; or
(4) the Product appears stained, scratched, soiled, or otherwise not in its original condition.
(C) To ensure a smooth return process, we may provide you with a pre-paid return shipping label. A standard return shipping fee will be deducted from your refund under our 90-Day usmile Money-Back Guarantee. This fee is the responsibility of the customer and no additional payment is required at the time of return.
(D) Original shipping charges, express shipping charges, and any third-party or optional service fees already used by you, such as shipping insurance, are non-refundable, except where otherwise required by applicable law.
(E) We will issue your refund under our 90-Day usmile Money-Back Guarantee only after we confirm that your returned Product meets the relevant return criteria. After we process the refund, the time it takes for the refund to be reflected in your bank or payment account may vary depending on your bank or payment service provider. If you do not see the refund reflected within a reasonable period after we process it, please first check with your bank, credit card company, or payment service provider for any processing delay before contacting our customer service team.
(F) If a returned Product does not meet the applicable return conditions under this Policy, any refund may be reduced or denied to reflect any diminished value of the Product, missing items, signs of use, damage, or additional processing costs, to the extent permitted by applicable law.
(G) Without limiting Section 6.3(F), we may deny or reduce a refund if the returned Product is damaged during return due to accident, neglect, unreasonable use, or improper return packaging, or if the returned Product is lost in transit during return for reasons not attributable to us, to the extent permitted by applicable law.
6.4 All refunds will be remitted to your original payment method, unless you have expressly agreed otherwise.
6.5 For statutory cancellation returns, we may withhold reimbursement until we have received the returned Product(s) back or you have provided evidence of having sent them back, whichever is earlier. For voluntary returns under our 90-Day usmile Money-Back Guarantee, we may withhold reimbursement until we have received the returned Product(s) back and confirmed that the applicable return conditions and refund criteria under this Policy have been satisfied.
6.6 Nothing in this Section affects any statutory Right to Cancel or statutory remedies for defective, damaged, incorrect, or non-conforming Products that cannot be excluded or limited under applicable UK consumer protection laws.
Section 7 - Exchanges
If you request an exchange of an eligible usmile device for a customer-initiated reason, such as ordering the wrong model, colour, or specification, or due to a change in personal preference, you must first return the original item in accordance with our return requirements. The replacement item will be shipped only after we have received and inspected the returned item and confirmed that it meets the applicable exchange conditions. We do not ship replacement items before the original item is returned and verified, unless otherwise agreed by us or required by applicable law.
This Section applies to customer-initiated exchange requests and does not affect any statutory remedies you may have for defective, damaged, incorrect, or non-conforming Products.
Section 8 - Cancellations Before Shipment
Before shipment, usmile may cancel an order if we are unable to process or fulfil it for legitimate operational, verification, compliance, or risk-related reasons, including but not limited to:
(A) the order, shipping, payment, or other related information provided is inaccurate, incomplete, or cannot be verified;
(B) we reasonably suspect fraud, unauthorised activity, abnormal transactions, unlawful conduct, or a risk relating to the legality of the funds used for the order;
(C) cancellation is required by applicable law, regulation, court order, or governmental authority; or
(D) the order cannot be fulfilled due to inventory shortages, shipping restrictions, system errors, or other circumstances beyond our reasonable control.
If an order is cancelled, we will issue a refund for the cancelled item(s) to the original payment method as soon as reasonably practicable and as required by applicable law.
Section 9 - Cancellation After Order Submission
Because orders begin processing promptly after placement, we may not always be able to accommodate cancellation requests once an order has been submitted.
However, this does not affect your 14-Day Statutory Right to Cancel where applicable.
If we are unable to ship your order within the promised time frame, or, if no time frame is stated, within thirty (30) days after receipt of a properly completed order, we will notify you and provide any options required by applicable law, which may include consenting to a delay or cancelling the unshipped portion of the order for a refund.
Section 10 - Fair Use & Anti-Abuse
We monitor return activities to ensure compliance with this Policy and to prevent fraud and abuse. Multiple return attempts from the same household, address, or account within a short period may be flagged for review, particularly where they indicate potential fraudulent, unlawful, or bad-faith activity.
Where we reasonably suspect fraudulent, unlawful, or bad-faith activity, we may, to the extent permitted by applicable law:
(A) deny voluntary return requests under our 90-Day usmile Money-Back Guarantee;
(B) suspend or revoke promotional benefits;
(C) deactivate the associated account; and/or
(D) take other lawful measures, including legal action where warranted.
If you believe an error has been made, please contact your local customer service team. We will review your case and provide a clear resolution where reasonably possible.
This Section does not affect any mandatory statutory Right to Cancel or statutory remedies for defective, damaged, incorrect, or non-conforming Products that cannot be excluded or limited under applicable UK consumer protection laws.
Section 11 - Limitation of Liability
To the fullest extent permitted by applicable law, usmile’s total liability arising out of or in connection with this Return and Refund Policy, including but not limited to claims for refunds, exchanges, or any losses or damages related to the return process, shall be limited to the original purchase price paid by you for the returned Product(s).
We shall not be liable for any indirect, incidental, consequential, or other economic losses related to the return process, except where such liability cannot be excluded or limited under applicable UK consumer protection laws.
Nothing in this Section limits or excludes any liability or consumer right that cannot be limited or excluded under applicable consumer protection laws, including your statutory Right to Cancel and statutory remedies for defective, damaged, incorrect, or non-conforming Products.
Section 12 - Contact Us
For any questions, please contact your local customer service team:
service@usmile.uk