Refund policy

Return & Refund Policy

 

Thank you for shopping with us. We want you to be completely satisfied with your purchase. If you are not entirely happy with your order, we're here to help.

Returns

You may request a return within 7 days of receiving your order.

To be eligible for a return:

  • The item must be unused, unopened, and in its original packaging.
  • The item must be in the same condition that you received it.
  • Proof of purchase or order confirmation must be provided.

For hygiene and safety reasons, we cannot accept returns of opened or used oral care products unless the item is faulty, damaged, or incorrect.

Damaged, Faulty, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery.

To help us resolve the issue quickly, please provide:

  • Your order number
  • A description of the issue
  • Clear photographs of the product and packaging

We will review your claim and arrange a replacement or refund where appropriate.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, your refund will be processed to your original payment method within 5–10 business days. Processing times may vary depending on your payment provider or bank.

Return Shipping

Customers are responsible for return shipping costs unless:

  • The item is defective
  • The item arrived damaged
  • An incorrect item was received

We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items without tracking.

Non-Returnable Items

The following items cannot be returned unless faulty:

  • Opened oral care products
  • Used personal hygiene products
  • Gift cards
  • Clearance or final sale items

Order Cancellations

Orders may be cancelled before they have been dispatched. Once an order has been shipped, it must follow the standard return process.

Contact Us

If you have any questions regarding returns or refunds, please contact our customer support team:

Email: joliesmile.co.uk@gmail.com
Store Name: Joliesmile

We aim to respond to all enquiries within 1–2 business days.