Return & Refund Policy

Returns & Exchanges

Eligibility

Unopened items in their original, sealed condition may be returned within 14 days of delivery. The following are final sale and may not be returned:

  • Opened consumable products, including gel mouthwash, for hygiene reasons.
  • Any opened device, as it is intended for use in the mouth.
  • Accessories once opened, unless the applicable product page states otherwise.

A faulty device is addressed under its applicable warranty (see our Warranty Policy) and is not subject to the final-sale limitation above.

Return procedure

  1. A return must be requested within 14 days of delivery via support@myoralux.com or through your account.
  2. To confirm the item is unopened, we will ask you to submit a clear photograph of the sealed unit, showing the intact seal and the outer packaging, before we issue a return authorization.
  3. Oralux will then issue a return authorization. Returns received without a valid return authorization will not be accepted.
  4. Items must be returned in their original, sealed condition using the instructions provided. Return shipping is the customer’s responsibility, and a tracked shipping method is necessary. Returns sent without a trackable shipping method will not be processed.
  5. On arrival, every return is inspected against a set condition standard: seal intact, all components present, and no sign of tampering. Items that fail inspection are not eligible for a refund. We will tell you why and, if you ask, return the item to you at your cost.
  6. Following successful inspection, a refund will be issued to the original payment method, less a restocking fee equal to 15% of the product price.

To help prevent abuse of our return program, Oralux may limit change-of-mind returns to one approved return per customer during any rolling 12-month period. Items received opened or used are not eligible.

Exchanges

For a change of mind on an eligible sealed item, the item must be returned in accordance with the return procedure above and a new order placed. Where an incorrect or faulty item has been received, no return is required and a replacement will be arranged in accordance with this policy.

EU and UK customers

Customers in the EU and UK have a statutory 14-day right of withdrawal. This right is lost for sealed hygiene items once unsealed. Statutory rights in respect of faulty or misdescribed goods apply at all times and are separate from, and unaffected by, this policy.

Refunds

Damaged, faulty, incorrect, missing, or undelivered orders

Items that are damaged, faulty, incorrect, not as described, missing, or not delivered are covered under this section. The applicable timeframes are:

  • Damaged or incorrect on arrival: contact us within 72 hours of delivery.
  • Faulty in use: contact us within 14 days of delivery.
  • Device hardware failure: covered for 90 days under the Limited Device Warranty in our Warranty Policy.
  • Missing or never delivered: contact us within 14 days of the expected delivery date.

Submit a photograph to support@myoralux.com. Depending on the circumstances, Oralux will resolve the issue by providing a replacement, repair, refund, or another appropriate remedy in accordance with this policy. No restocking fee applies, and return of the item will not ordinarily be required. Statutory rights available to EU and UK customers in respect of faulty or misdescribed goods apply in addition to this section.

Change of mind

  • Unopened, sealed items: eligible for a refund within 14 days, less a restocking fee equal to 15% of the product price. Return shipping is the customer’s responsibility (see Returns & Exchanges above).
  • Opened consumables and opened devices: not eligible for a refund, for hygiene reasons.
  • Products used without the expected results: addressed under the 30-Day Performance Promise in our Warranty Policy and not subject to refund under this section.

General

Refunds are issued to the original payment method only. We are not able to issue refunds to alternate payment methods. The time taken for a refund to appear depends on your financial institution and is typically several business days. Store credit and warranty credit are non-transferable and may not be redeemed for cash. Where a claim is declined, Oralux will provide the reason.

EU and UK customers

For unopened, non-exempt goods returned within the statutory 14-day cooling-off period, a full refund will be issued, including standard outbound shipping, with no restocking fee applied. To cancel a subscription and stop future billing, refer to the Subscription & Auto-Renewal Policy.