Refund policy

Refund & Replacement Policy

At Bright Smiles, your satisfaction means the world to us! If you're not completely happy with your purchase, we’re here to help with the following options:

Eligibility

If you reach out within 30 days of your order being fulfilled, you’re eligible for:

  1. A brand new replacement at no extra cost
    OR

  2. A full refund once the item is returned

Conditions

  • This policy covers manufacturing or fulfilment defects only. It does not cover issues caused by misuse or general wear and tear.

  • Proof of purchase (such as a receipt or order confirmation) is required.

  • Items must be in original condition and packaging for a return to be accepted.

  • A $4.99 restocking fee applies for refunds.

If an item is returned with an incorrect shipping address provided by the customer, a $10 postage fee will be charged.

How to Start a Return

Email us at support@brightsmilesaustralia.com to begin the return process. Please wait for our confirmation before sending anything back—returns sent without prior approval won’t be accepted.

Customers are responsible for return postage costs unless the item is faulty, damaged, or incorrect — in those cases, we cover the return shipping.

Refunds

Approved refunds will be issued to the original payment method only. We’re unable to process refunds to a different card or account for security reasons. This helps keep our process safe and transparent for everyone.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@brightsmilesaustralia.com