RETURN POLICY

Choosing the right shipping method at checkout directly impacts what happens if your order goes missing. We want to make sure you understand the difference before you place your order.

Understanding Your Shipping Choice

When you select the FREE SHIPPING (Without Tracking) option, we provide a Proof of Shipping, but you will not have access to tracking information. This means the journey of your package cannot be monitored after it leaves our facility. The risk of non-delivery is a reality with this choice. For orders valued over $75, we strongly advise selecting STANDARD SHIPPING (With Tracking) so you can follow your order’s progress until it reaches your address.

When Your Order Doesn't Arrive

If you chose the free, untracked shipping method and your package has not arrived after 60 days, the situation is escalated to our tier 2 support team. At that point, a full refund is issued, no questions asked. This is a specific protection for the risk associated with the untracked option.

Need to Return a Standard Item?

Returns are only accepted for items purchased directly through www.sunbeamsmile.com. If you bought a product from an authorized retailer, you must contact them to handle the return.

To start a return, you must reach out to us within 45 days from receiving your order. The item you send back needs to be in the exact condition it was sent to you: unused, with all original packaging, accessories, manuals, and documentation included. We cannot accept returns that show stains, folded cards, or broken seals and plastic foiling. Personalized products are also not eligible for a refund or exchange.

Additionally, certain items are considered non-returnable. This includes products purchased through other retailers, items you purchased incorrectly, and any product that has been damaged through customer mishandling. Any return sent without a receipt may be refused, and we reserve the right to deny any return.

Received a Defective, Incorrect, or Damaged Item?

If an item arrives faulty, isn’t what you ordered, or was damaged in transit, you need to contact our Customer Support team with specific details. To process a refund or replacement, you may be required to provide visual proof of the issue.

When you contact us, please have the following information ready:

  • Order number
  • Proof of purchase
  • Video or photo of the faulty product
  • Complete delivery address
  • Contact telephone number

Cancelling or Modifying Your Order

Any cancellation made after an order is placed incurs a fee equal to 30% of the Total Price, regardless of how quickly the cancellation is requested. This is because our payment processor charges us a fee for cancellations. Please be aware that any orders that have already been packed or shipped cannot be canceled.

Refund Timelines and Methods

Processing a return can take up to 14 business days from the day we receive the item. Once processed, a full refund is credited for defective products. For non-defective items, the refund will exclude all shipping and handling fees. All refunds are sent back to your original form of payment. If you used a credit or debit card, the refund will be sent to your card-issuing bank within 14 business days of us receiving the returned item or your cancellation request. The time it takes for the credit to appear on your statement depends on your bank.

To obtain the return address and begin any of these processes, email our Customer service team at [email protected].