Refund policy

Right of Withdrawal

Satisfaction Guarantee

At usmile, we are confident that you will be satisfied with the products you purchase. However, if any issue arises, we are of course available to assist you.

Standard Return Conditions

We strive to develop and manufacture products that meet your needs and are confident that you will be satisfied with our offerings. However, we understand that expectations may sometimes not be fully met. In such cases, you may request a return within 90 days after delivery, in accordance with the return and exchange conditions below.

If there is an issue (missing or incorrect item, concerns about product quality), please send us:

  • A photo of the packaging clearly showing the item reference

  • A photo of the shipping label or the tracking number

This will allow us to process your request as quickly as possible.

Return Conditions

Returned items must have been purchased from the official website usmile.uk. Products purchased in physical stores or through other sales channels are not covered by these conditions.

Only unused and unopened products are eligible for a refund.

Please include all original labels, accessories, manuals, gifts, as well as the packaging and all materials provided with the order.

For hygiene and health protection reasons, the right of withdrawal does not apply if the product seal has been removed after delivery.

Returns will not be accepted in the following cases:

  • Incomplete packaging

  • Damaged, missing, dirty, lost, or incomplete items

  • Missing labels, accessories, product identifiers, manuals, invoices (if applicable), or original packaging. In such cases, usmile reserves the right to refuse the return.

  • Non-defective products that have been opened or used

Please ensure that items are properly packaged and returned in their original condition to avoid damage or loss during return shipping. usmile cannot be held responsible for damage or loss occurring during return transportation.

Additional Information

Combined Returns:
Items from the same order must be returned in a single shipment. usmile reserves the right to refuse returns sent separately.

Return and Exchange Shipping Fees:

  • If the return or exchange is due to a quality defect, incorrect product, or missing accessory, usmile will cover the return shipping costs. Please contact our online customer service or email service@usmile.uk.

  • If the return is due to personal preference or an incorrect color choice, shipping costs will be borne by the customer.

If all the above conditions are met, we will refund the price of the returned items. Please note that original shipping fees are non-refundable. If the conditions are not met, no refund will be issued.

Return Procedure

If you wish to return a product within 90 days after receipt, please contact our online customer service or send an email to service@usmile.uk, including:

  • Your order number

  • The reason for the return

  • Photos of the product for verification

Our customer service team will contact you within 1–3 business days to inform you of the outcome of your request.

After approval, please return the items within 7 days via courier service and ensure they are in good condition. Our warehouse will inspect each item according to the conditions stated above.

If the returned products meet our conditions, we will refund the agreed amount (generally the actual price paid for the products, minus a £5 restocking

fee) to your original payment method.

The refund will be processed within 7 days after receipt of the returned goods.

Recommendation

We suggest using a trackable shipping
service that provides signature confirmation and Proof of Delivery (POD) to ensure the return is processed timely.

Exchanges

The fastest way to receive your desired item is to return the current item and, after the return is approved, place a new separate order.

Cancellation Before Shipment

usmile may cancel your order before shipment. In such cases, the corresponding amount will be refunded as soon as possible.

Cancellation may occur in the following situations:

  • Incorrect or incomplete order information

  • Reasonable suspicion that funds originate from an illegal source, or that the transaction is unusual or unlawful, or if cancellation is required by competent authorities

Cancellation Policy

We process orders very quickly. Once an order has entered the shipping process, it can no longer be canceled. You may then proceed with a return in accordance with our return policy.

Return Address

Returns must be sent to our warehouse in Germany.

Address:Otto-Hahn-Straße 6, 59423 Unna Germany

Please contact our customer service at service@usmile.uk 

Contact Us

If you have any questions, please contact our online customer service or email us at service@usmile.uk. We will be happy to assist you.