Return and Refund Policy

Last updated: November 2025

Your Legal Rights

Nothing in this policy affects your statutory rights under UK or German consumer protection law. If you are based in the UK, you have the right to cancel your order within 14 days of receiving your item for any reason under the Consumer Contracts Regulations 2013. If you are based in Germany, you have the right to cancel (Widerrufsrecht) within 14 days of receiving your item under German distance selling regulations.

Important: These 14-day rights do not apply to sealed hygiene products once they have been opened. Under UK and German law, oral hygiene products (such as teeth whitening strips, toothpaste, whitening powder, and oil pulling products) cannot be returned once opened due to health and safety regulations. This exemption is part of consumer protection law, not our policy.

These rights are separate from our 30-day return policy described below, which applies to unopened products only.

Our 30-Day Return Policy

We offer a 30-day return window, which means you have 30 days after receiving your item to initiate a return. This exceeds the legal minimum requirement and is offered as a goodwill gesture.

Eligibility Requirements

To be eligible for a return, your item must be:

  • In the same condition that you received it
  • Unworn or unused
  • With all tags attached
  • In its original packaging
  • Accompanied by proof of purchase (order number or receipt)

Important: Opened oral hygiene products cannot be returned for health and safety reasons. This applies to teeth whitening strips, toothpaste, whitening powder, and oil pulling products once the seal has been broken or the product has been used.

How to Initiate a Return

To start a return, please visit our return portal at:
https://tracking.controlport.co.uk/e9ab6870/1804/return/f0e0c3

You will need your order number to initiate the return. Once your return request is submitted and approved, you will receive return instructions and a return shipping label.

Items sent back to us without first initiating a return through our portal will not be accepted.

Return Shipping Costs

For change-of-mind returns (including the 14-day cooling off period):
You are responsible for return shipping costs. You may use any carrier of your choice to return items to our specified return address.

For defective, damaged, or incorrect items:
We will provide a prepaid return shipping label at no cost to you. Please inspect your order upon delivery and initiate a return immediately through our portal if the item is defective, damaged, or if you received the wrong item.

Exchanges

We do not offer direct exchanges. The fastest way to ensure you get the item you want is to return the item you have (once approved), and make a separate purchase for the new item.

Refunds

We will notify you once we have received and inspected your returned item. We will let you know if the refund has been approved or denied.

If approved, you will be automatically refunded to your original payment method within 10 business days of our approval. Please note it may take additional time for your bank or credit card company to process and post the refund.

If denied (for example, if the product was opened and cannot be accepted for health and safety reasons), we will notify you of the reason. You may request that we return the item to you at your expense, or we can dispose of it responsibly.

If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at support@drdent.co.

Health and Safety Exclusions

Due to hygiene and health safety regulations, we cannot accept returns of the following products once they have been opened or used:

  • Teeth whitening strips (once package seal is broken)
  • Toothpaste (once seal is broken or tube opened)
  • Whitening powder (once seal is broken or jar opened)
  • Coconut oil pulling products (once seal is broken or bottle opened)

This exclusion applies regardless of whether the return is within the 14-day cooling off period or our 30-day return window. Unopened products in their original sealed packaging can be returned within the applicable return period.

Exception: Our 30-Day Satisfaction Guarantee (described below) is the only circumstance under which opened products may be returned, and only if all guarantee requirements are met.

Subscription Orders

For products purchased through a subscription, different terms apply. Please see our Purchase Options Cancellation Policy for full details on subscription returns and refunds.

In summary: Each subscription shipment has the same return rights as described above (unopened items may be returned within 30 days), but subscription-specific rules apply to billing, cancellation, and refunds. If you have been charged for a subscription renewal and wish to return that shipment, you must return the unopened product to receive a refund.

30-Day Satisfaction Guarantee

This guarantee is an exception to our hygiene return restrictions and is the only way to return opened products.

In addition to your legal return rights, we offer a satisfaction guarantee on first-time purchases for customers who are not satisfied with their product results. If you have genuinely tried our product and are not satisfied with the results, we will refund your purchase under the following conditions:

To claim this guarantee, you must:

  1. Explicitly state you are claiming the Satisfaction Guarantee (not a standard return)
  2. Have used the product as directed for at least 7 consecutive days
  3. Submit your refund request within 30 days of delivery
  4. Provide a brief description of your experience (3-4 sentences explaining what happened, how you used the product, and why you are dissatisfied with the results)
  5. Return any remaining product using the return label we provide

Additional limitations:

  • This guarantee is limited to one use per customer
  • This guarantee is available on first purchases only and does not apply to subscription renewals
  • We reserve the right to deny claims that do not meet all requirements or appear fraudulent

How to claim:
Initiate your return through our portal at https://tracking.controlport.co.uk/e9ab6870/1804/return/f0e0c3 and clearly indicate you are claiming the Satisfaction Guarantee (not a standard return). You will be asked to provide your description during the return process. We will review your claim and notify you whether it has been approved.

Important: If you simply request a standard return on an opened product without claiming the Satisfaction Guarantee and meeting all requirements above, your return will be denied under our hygiene policy.

This guarantee is separate from and in addition to your statutory consumer rights described above.

Contact Information

For any questions about returns or refunds, please contact us at:
support@drdent.co

Governing Law

For customers in the United Kingdom, this policy is governed by the laws of England and Wales.

For customers in Germany, this policy complies with German consumer protection law (Bürgerliches Gesetzbuch) and EU Consumer Rights Directive.