Refund policy

Returns and refunds

Smile Essentials is operated by Zaid Ahsan, a sole trader. For help with an order, email info@smileessentials.shop or use our contact form. This policy covers consumer purchases and does not limit your statutory rights.

Changing your mind

You can cancel most online purchases without giving a reason. Tell us within 14 days starting the day after you receive the goods. If one order is delivered in separate parts, this period starts the day after you receive the last item. You may also cancel before delivery.

Send a clear statement by email, our contact form or post. Include your name and order number if available. You can use the optional cancellation form below, but do not have to. Cancellation does not require our approval.

After telling us you wish to cancel, send the goods back within a further 14 days. You pay the direct return postage for a change-of-mind return, unless we agree otherwise. Please keep proof of posting. Contacting us before posting helps us identify your parcel and give suitable instructions, but is not a condition of your statutory cancellation rights.

Sealed hygiene products

The change-of-mind cancellation right does not apply to goods supplied sealed that are not suitable for return for health protection or hygiene reasons, if that seal has been broken after delivery. This exception applies only where relevant to the particular product; opening outer delivery packaging alone does not remove your cancellation rights. Faulty, damaged or misdescribed goods remain covered by your statutory rights.

Inspecting goods

You may inspect goods as you reasonably would in a shop. We may reduce a change-of-mind refund to reflect a loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, where the law allows. We do not charge a restocking fee.

Faulty, damaged, wrong or missing items

Please contact us so we can help. Goods must be of satisfactory quality, fit for purpose and as described. Where applicable, you have a short-term right to reject faulty goods within 30 days, followed by rights to repair or replacement and, in certain circumstances, a price reduction or refund. These rights are not restricted to 30 days.

We cover reasonable return costs for faulty, damaged or incorrectly supplied goods. Please contact us to arrange a suitable return method. Photos may help us resolve an issue, but are not a condition of exercising your statutory rights. We remain responsible for delivery until the goods come into your physical possession, or that of a person you nominate to receive them.

Refund timing

For a statutory change-of-mind cancellation, we refund within 14 days of receiving the returned goods or receiving evidence that you sent them back, whichever is earlier. If no goods were supplied, we refund within 14 days of being told about the cancellation.

When you cancel the whole order, we also refund our least expensive standard outbound delivery charge. Any extra you chose to pay for a more expensive delivery method is not refundable under the change-of-mind right. Refunds use your original payment method unless you expressly agree otherwise, and we do not charge a refund fee. Your payment provider may take additional time to display the credit.

Parcel return address

Zaid Ahsan / Smile Essentials
Unit 172340, Courier Point
13 Freeland Park, Wareham Road
Poole, Dorset
BH16 6FH
United Kingdom

This is a mail-handling address, not a shop or customer collection point. Please include your order number or another way to identify your order inside the parcel.

Business correspondence and cancellation notices

Zaid Ahsan / Smile Essentials
Lytchett House
13 Freeland Park, Wareham Road
Poole, Dorset
BH16 6FA
United Kingdom
Email: info@smileessentials.shop

Model cancellation form

Complete and return this form only if you wish to withdraw from the contract.

To: Zaid Ahsan / Smile Essentials, Lytchett House, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FA, United Kingdom; info@smileessentials.shop

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*]:

Ordered on [*]/received on [*]:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

[*] Delete as appropriate.