Return & Refund Policy

Last updated: 10 July 2025

At Dr. Lumuality products and providing fair customer service. This policy explains when an order may be cancelled, when a product may be returned, who is responsible for return shipping costs, and how refunds are processed.

This policy does not limit any mandatory consumer rights available under the laws of the country or state in which you live.

1. Order Changes and Cancellations

Requests to change or cancel an order should be submitted within 24 hours of placing the order.

We will make reasonable efforts to accommodate your request, but cancellation cannot be guaranteed once an order has entered processing, been packed, or been dispatched.

If your order has already been dispatched, it cannot be intercepted or cancelled as an unshipped order. You may need to wait for delivery and follow the applicable return procedure.

This section does not limit any statutory cancellation rights that may apply to customers in the United Kingdom or European Union.

Approved cancellations are refunded to the original payment method. Your bank or payment provider may require additional time to display the refund.

2. Our 30-Day Return Policy

We offer a 30-day return period for eligible products. To request a return, you must contact us within 30 days of the date your order was delivered.

To qualify for a return, the product must be:

• Completely unused and unworn;

• Unopened, with all hygiene and protective seals intact;

• In its original condition and original packaging;

• Free from damage, marks, odours or contamination;

• Returned with all cases, accessories, components and instructions; and

• Accompanied by valid proof of purchase.

Returning a product does not automatically guarantee a refund. Every returned product is inspected before a refund is approved.

3. Oral-Care and Hygiene Products

Dr. Lumident products are personal oral-care and hygiene products intended to come into direct contact with the mouth.

For health, hygiene and safety reasons, we cannot accept a return when a product has been:

• Opened or removed from its sealed hygiene packaging;

• Fitted, tested, worn or placed inside the mouth;

• Heated, softened, trimmed, cut, shaped or moulded;

• Washed, cleaned or sanitised after use;

• Altered or customised in any way; or

• Contaminated through handling or use.

Once a hygiene seal has been broken, the product cannot be resold or safely supplied to another customer.

Therefore, a product that has been opened, fitted, moulded or used is not eligible for a change-of-mind return or refund, except where the product is confirmed to be faulty, damaged, incorrect or otherwise protected by applicable consumer law.

A product not fitting as expected, discomfort caused by incorrect fitting, a change of mind, or dissatisfaction after the product has been opened or used does not automatically make the product faulty.

4. United Kingdom and European Union Cancellation Rights

Where applicable, customers in the United Kingdom and European Union may notify us that they wish to cancel an eligible online purchase within 14 days of receiving it.

After notifying us, the eligible product must generally be returned within the following 14 days.

The statutory cancellation right may not apply to:

• Sealed products that are unsuitable for return for health protection or hygiene reasons once unsealed;

• Products that have been fitted, moulded, customised or personalised;

• Products damaged by the customer; or

• Other products excluded under applicable consumer law.

For an eligible statutory cancellation:

• The customer is responsible for the direct cost of returning the product;

• We do not provide a prepaid return label unless we agree otherwise;

• The product must be returned unused, unopened and with all hygiene seals intact;

• Standard outbound delivery charges will be refunded where legally required; and

• Any additional amount paid for express, premium or upgraded delivery will not be refunded beyond the cost of standard delivery.

Where permitted by law, we may reduce the refund to reflect any loss in value caused by handling beyond what was reasonably necessary to inspect the product.

5. United States and Other International Customers

Customers in the United States and other countries may return eligible products under our voluntary 30-day return policy, subject to the eligibility conditions in this policy.

The customer is responsible for all return shipping costs for change-of-mind, preference, suitability or fit-related returns.

Nothing in this policy excludes rights that cannot legally be excluded under applicable federal, state, provincial or local consumer law.

6. How to Request a Return

Before returning any product, contact us through our website’s contact page and provide:

• Your full name;

• Your order number;

• The email address used for the order;

• The reason for requesting the return;

• Confirmation that the product remains unopened and unused; and

• Photographs or videos where the product is alleged to be damaged, defective or incorrect.

Our support team will review your request and provide the approved return address and return instructions where the product is eligible.

Do not return a product to the address printed on the parcel, the manufacturer, the courier, or any warehouse address without receiving return instructions from us.

Our return facility may be located in a different country from the original shipping location.

Returns sent without contacting us first may be refused or may experience substantial processing delays. This requirement does not restrict any non-waivable statutory rights.

7. Return Shipping Costs

For all change-of-mind, preference, fit, suitability or unwanted-item returns:

• The customer must pay the full return shipping cost;

• Return postage is not reimbursed;

• We do not provide a free or prepaid return label;

• Any packaging, insurance, tracking, customs or carrier charges are the customer’s responsibility; and

• The original shipping charge is non-refundable except where a refund is required by applicable law.

We strongly recommend using a tracked and insured shipping service. You must keep the tracking number and postage receipt until your return has been completed.

The returned package remains the customer’s responsibility until it is successfully delivered to our authorised return facility. We are not responsible for return packages that are lost, delayed, damaged or delivered to the wrong address by the customer or return carrier.

We do not accept packages sent with postage due, cash on delivery or unpaid customs charges.

If a return creates customs charges because it was incorrectly declared, those charges may be deducted from the refund where permitted by law.

8. Faulty, Damaged or Incorrect Products

If you receive a product that is physically damaged, defective or different from the product ordered, contact us as soon as possible—preferably within 48 hours of delivery.

You must provide clear photographs or videos showing:

• The alleged defect or damage;

• The complete product;

• The internal and external packaging;

• The shipping label; and

• All items received in the parcel.

Do not dispose of the product or its packaging while the claim is being reviewed.

Damage to the outer delivery box alone, including dents, scratches or crushing, is not considered product damage when the product inside remains complete and usable.

If we confirm that we supplied a faulty, damaged or incorrect product, we will provide an appropriate remedy, such as a replacement, refund or reimbursement of reasonable return costs, in accordance with applicable law.

The customer will not be required to pay return shipping for a product confirmed to be defective or incorrectly supplied where applicable law makes us responsible for that cost.

9. Products That Cannot Be Returned

Unless required by applicable law, we do not accept returns or provide refunds for:

• Opened or unsealed hygiene products;

• Products placed in the mouth;

• Used, worn, fitted or tested products;

• Heated, softened, trimmed or moulded products;

• Personalised, customised or altered products;

• Products damaged through misuse, incorrect fitting or failure to follow instructions;

• Products showing normal wear and tear;

• Products damaged after delivery;

• Incomplete products or products missing their case, packaging, instructions or accessories;

• Products returned outside the applicable return period;

• Products purchased from an unauthorised third-party seller;

• Gift cards or digital products; or

• Products marked as final sale where permitted by law.

10. Return Inspection

Once a return is delivered, our team will inspect it to confirm that it meets the eligibility requirements.

We may refuse or reduce a refund where the product:

• Has been opened, unsealed or used;

• Shows evidence of fitting, moulding or oral contact;

• Is damaged, altered or contaminated;

• Is incomplete;

• Is different from the product originally supplied;

• Was returned outside the return period; or

• Otherwise fails to comply with this policy.

If a returned product is found to be ineligible, no refund will be issued. Where reasonably possible, you may request that the product be shipped back to you at your own expense.

11. Promotional Offers, Bundles and Free Gifts

Products purchased as part of a bundle, multi-buy offer, “buy one, get one” promotion or promotional package must generally be returned together.

Any free product, promotional gift or additional item supplied with the order must also be returned unused and unopened.

Where legally permitted, the retail value of missing promotional items or the value of a discount that no longer applies may be deducted when calculating the refund.

12. Refund Processing

When an eligible return is approved, the refund will be sent to the original payment method and in the original transaction currency.

For eligible UK or EU statutory cancellations, refunds will be processed within the legally required timeframe. We may withhold the refund until we receive the returned product or satisfactory evidence that it has been sent back.

For returns made under our voluntary 30-day policy, please allow up to 10 business days after inspection for us to process the refund.

Your bank, card issuer or payment provider may require additional time to post the refund to your account. These additional processing times are outside our control.

The following are not refundable unless required by law:

• Customer-paid return postage;

• Express or premium delivery upgrades;

• Shipping insurance;

• Customs duties or import charges;

• Currency conversion fees; and

• Bank or payment-provider charges.

13. Refused, Unclaimed and Undeliverable Packages

If an order is returned to us because:

• The customer refused delivery;

• The customer failed to collect it;

• An incorrect or incomplete address was provided;

• Delivery attempts were ignored; or

• Required customs duties were not paid,

the order will not automatically qualify for a full refund.

Where permitted by law, any original shipping costs, return-to-sender charges, customs costs and carrier handling fees may be deducted from the refund.

If the product is opened, damaged or otherwise ineligible when returned, the refund may be refused.

14. Incorrect Delivery Information

Customers are responsible for checking their delivery name, address, postcode, apartment number and contact details before completing an order.

Contact us immediately if you notice an error. We cannot guarantee that an address can be changed after an order has entered processing or been dispatched.

Where an order is delivered to the address entered by the customer, or is lost because the customer provided incorrect or incomplete delivery information, we may be unable to provide a free replacement or refund, except where required by applicable law.

15. Product Use and Safety

Read and follow all fitting, usage and safety instructions before using a Dr. Lumident product.

Results and fit may vary between customers. Products must be fitted and used only as instructed.

If you experience significant pain, irritation, bleeding, an allergic reaction or persistent discomfort, stop using the product immediately and seek appropriate professional advice.

Damage, poor fit or discomfort caused by misuse, incorrect fitting, overheating, excessive trimming, failure to follow instructions or continued use after discomfort is not considered a manufacturing defect.

16. Delivery Problems

If your tracking has not updated, your parcel appears delayed, or the tracking shows delivery but you cannot locate the parcel, contact us promptly so that the matter can be reviewed with the carrier.

You may be required to:

• Confirm your delivery address;

• Check with household members or neighbours;

• Check any safe place or reception area;

• Contact the local carrier; and

• Complete a non-receipt declaration.

Claims are reviewed using the carrier’s tracking information, delivery confirmation and investigation results.

Nothing in this section removes any responsibility that applies to us under mandatory consumer law.

17. Chargebacks and Payment Disputes

We encourage customers to contact us first so that we have an opportunity to investigate and resolve the issue.

Submitting a payment dispute does not remove the requirement to return an eligible product where a return is required. We may provide the payment provider with order records, tracking information, correspondence, photographs and other relevant evidence when responding to a dispute.

18. Statutory Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude, restrict or replace any consumer right or remedy that cannot legally be excluded.

Where this policy conflicts with mandatory consumer law in your country or state, the applicable mandatory law will take priority.

19. Contact Us

To request a cancellation, return, replacement or refund, contact us through the contact page on the Dr. Lumident website.

Please include your order number in all communications. Do not send a return until you have received the relevant return instructions.