Returns and Refund Policy

Last updated: 12 May 2026

We want you to be happy with your Smile Essentials order. Because we sell oral care and hygiene products, returns must be handled carefully.

Hygiene Returns

For health and hygiene reasons, opened or used oral care products cannot be returned unless they are defective, damaged, or incorrectly supplied.

This includes toothbrushes, brush heads, water flosser tips, floss, interdental products, toothpaste, mouthwash products, and any product that has been opened, used, or removed from sealed packaging.

Unwanted Items

Unwanted items may be considered for return if:

The product is unused, unopened, and in its original sealed packaging.
The product and packaging are undamaged.
The return request is made within 7 days of delivery.
Proof of purchase is provided.

Return courier costs for unwanted items are normally the customer's responsibility, unless Smile Essentials made an error with the order.

Defective, Damaged, or Incorrect Items

If you receive a defective, damaged, or incorrect item, please contact us as soon as possible with:

Your order number.
A description of the issue.
Clear photos or videos showing the product, packaging, and fault or damage.

We will assess the issue and, where appropriate, arrange a replacement, refund, store credit, or collection.

Non-Returnable Items

The following cannot be returned unless defective, damaged, or incorrectly supplied:

Opened or used hygiene products.
Products without original sealed packaging.
Products damaged through misuse, neglect, incorrect charging, incorrect storage, or normal wear and tear.
Gift cards or digital products, if offered.

Refunds

Approved refunds are processed back to the original payment method where possible. Refund timing may depend on PayFast, your bank, and payment method.

Original delivery fees may not be refundable unless the return is due to a defective, damaged, or incorrectly supplied item.

Warranty Support

Some products may include supplier or manufacturer warranty cover. Warranty outcomes depend on the product, fault, proof of purchase, and supplier assessment.