Refund and Returns Policy

Effective Date: 29 November 2024

At Smilerite, we are committed to providing high-quality dental and oral hygiene products. We understand that there may be instances where you are not fully satisfied with your purchase. This Returns Policy outlines the terms and conditions under which returns, refunds, and exchanges are accepted.

1. Eligibility for Returns

Due to the nature of dental and hygiene products, returns are subject to the following conditions:

1.1 Unused and Unopened Products

• Items must be unused, unopened, and in their original packaging to be eligible for return.

• Returns must be initiated within 7 days of receiving the order.

1.2 Faulty or Damaged Products

• If you receive a product that is faulty, defective, or damaged during shipping, please contact us within 7 days of receipt.

• We will arrange for a replacement or refund after verification of the issue.

1.3 Incorrect Items

• If you receive the wrong product, notify us within 7 days of receipt.

• We will provide instructions for returning the incorrect item and arrange for a replacement or refund.

2. Non-Returnable Items

For hygiene and safety reasons, the following items are not eligible for returns:

• Products that have been opened, used, or removed from their original packaging.

• Items explicitly marked as non-returnable or final sale.

• Perishable goods, including toothpaste, toothbrushes, or other hygiene products, once opened.

Including the following due the nature of the products

• Digital or downloadable products.

• Gift cards.

3. How to Request a Return

To initiate a return, follow these steps:

3.1 Contact Us

• Email us at info@smilerite.co.za within 7 days of receiving your order.

• Include your order number, details of the item(s) to be returned, and the reason for the return.

3.2 Authorisation

• Once approved, we will provide you with a Return Authorisation Number and instructions on how to proceed.

3.3 Packaging

• Ensure the item is securely packed, including all original packaging and any accessories.

3.4 Shipping Costs

• Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.

• We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.

4. Refund Process

Once we receive your return, we will inspect the item(s) and notify you of the approval or rejection of your refund.

4.1 Approved Refunds

• Refunds will be processed to your original payment method within 5–10 business days.

• You will receive confirmation once the refund has been issued.

4.2 Partial Refunds

• If returned items are not in their original condition (e.g., damaged packaging), we reserve the right to issue a partial refund or reject the return.

5. Exchanges

We do not offer direct exchanges at this time. If you wish to exchange an item:

• Return the original item for a refund (if eligible).

• Place a new order for the replacement product.

6. Sale and Discounted Items

Items purchased on sale or with a discount may be marked as final sale and are not eligible for return or refund unless defective or damaged.

7. Gift Returns

If the item was marked as a gift during purchase and shipped directly to you, you may be eligible for a gift credit upon return. Once the returned item is received, we will issue a gift voucher for the value of the return.

8. Contact Us

If you have any questions about our Returns Policy or require assistance, please contact our customer support team:

• Email: info@smilerite.co.za