Refund policy
Last updated: 13 September 2026
At Smile Dew we want you to love your smile - and your purchase. Smile Dew is the trading name of Talha Yaqoob. If something isn't right, this policy explains how to return it, when you're entitled to a refund, and the few cases where we can't accept a return. Nothing here affects your legal rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015.
Our 30-day money-back guarantee
We offer a 30-day money-back guarantee from the day your order arrives. If you've changed your mind, you can return any item that is unused and in its original, sealed condition within 30 days for a full refund of the product price.
Your 14-day right to cancel
As a consumer buying online, you also have a legal right to cancel your order within 14 days of receiving it, for any reason, without having to justify your decision. If your order arrives in several deliveries, the 14 days run from the day you receive the last item. Once you've told us you're cancelling, please return the goods within 14 days. Our 30-day guarantee above sits on top of this statutory right and simply gives you longer to decide.
Hygiene: opened oral-care products
For goods supplied sealed that are genuinely unsuitable for return for health protection or hygiene reasons, the statutory change-of-mind cancellation right does not apply once the seal has been broken after delivery.
This exception applies only where those conditions are met; it does not apply automatically to every oral-care product or to ordinary outer packaging. Our voluntary 30-day change-of-mind offer requires items to be unused and in their original, sealed condition.
These conditions do not restrict your rights where goods are faulty, damaged on delivery, not as described or otherwise fail to meet your statutory rights.
Condition of returns
For returns under our voluntary 30-day change-of-mind offer, items must be unused and in their original, sealed condition, with their packaging and accessories.
For a statutory cancellation where the hygiene exception does not apply, you may inspect the goods as you reasonably would in a shop. Missing original packaging does not automatically remove your statutory rights. A deduction may apply where permitted by law if handling beyond what was necessary has reduced the goods' value.
Please pack returns securely. We recommend obtaining proof of postage and using a tracked service, but purchasing tracking or insurance is not a condition of exercising your statutory rights.
Faulty, damaged or incorrect items
These rights are in addition to everything above, and the hygiene exemption does not apply to faulty goods:
- If an item is faulty, not as described, or not fit for purpose, you have the right to reject it for a full refund within 30 days of receiving it.
- After the initial 30-day rejection period, repair or replacement will usually be the first remedy, subject to your statutory rights. You may be entitled to a price reduction or refund in the circumstances provided by law, including where repair or replacement is unavailable, unsuccessful or not provided within a reasonable time and without significant inconvenience.
- If your order arrives damaged or you receive an incorrect item, contact us as soon as possible with your order number. Photographs, where available, can help us investigate. Contacting us after 48 hours does not remove your statutory rights.
For faulty, damaged or incorrect items, we cover the cost of return - you won't be out of pocket.
How to start a return
To arrange a return, email support@smiledew.co.uk with your order number and the items you wish to return. You can also contact us by telephone on +44 7747 326958.
For a change-of-mind cancellation, clearly tell us that you wish to cancel; you do not have to give a reason. For faulty, damaged or incorrect goods, describe the problem and include photographs where available.
We will help with the next steps. Our acknowledgement or approval is not a condition of exercising a valid statutory cancellation right. Please follow the applicable return deadline stated in this policy.
Postal returns address:
Talha Yaqoob, trading as Smile Dew
42 Northbrook Road
Southampton
SO14 0BU
United Kingdom
Pack the items securely and include your order number or another way for us to identify the return. Keep proof that you sent the parcel.
Return postage
For change-of-mind returns, you are responsible for arranging and paying for return postage. We do not provide a return label for these returns. Please keep proof of postage.
For faulty, damaged or incorrectly supplied items, contact us at support@smiledew.co.uk. We will provide a prepaid return label or reimburse reasonable return postage costs. You will not have to pay the return postage for these items.
Refunds
Once we receive your return - or proof that you've sent it back - we'll process your refund within 5 days, and in any case within the 14 days required by law. Refunds are made to your original payment method and include the standard outbound delivery charge (if you chose a premium delivery upgrade, we refund the cost of standard delivery). For payments made through Shopify Payments, it may take up to 10 business days after we issue your refund for the funds to appear in your account, depending on your bank. If your refund has not appeared after this period, contact us so we can help trace it. This bank-processing estimate does not extend any statutory deadline that applies to us. We do not charge a restocking fee. We may reduce a refund to reflect any loss in value if an item has been handled more than was necessary to check it.
Exchanges
We do not offer direct exchanges. To choose a different item, return the original in accordance with this policy and place a new order.
Exceptions
The conditions of our voluntary 30-day offer and the sealed-hygiene exception are explained above. They do not exclude or limit your statutory rights for faulty, damaged, incorrectly supplied or misdescribed goods. We do not apply a blanket refusal of statutory claims because an item has been opened or its original packaging is missing.
Contact us
Talha Yaqoob, trading as Smile Dew
Business and postal returns address: 42 Northbrook Road, Southampton SO14 0BU, United Kingdom
Email: support@smiledew.co.uk
Telephone: +44 7747 326958
This policy does not affect your statutory rights as a consumer under UK law.