Refund policy

Your Legal Rights

Nothing in this policy affects your legal rights under U.S. and U.K. consumer protection laws. If you reside in the United Kingdom, you have the right to cancel your order within 14 days of receiving the product; if you reside in the United States, you have the right to cancel your order within 30 days of receiving the product, for any reason, in accordance with the Consumer Contracts Regulations. 

Important: These 14- and 30-day return policies do not apply to oral care products that have been opened after being sealed. According to the law, oral hygiene products (such as whitening strips, toothpaste, whitening powder, and oil-based mouthwashes) cannot be returned once opened, due to health and safety regulations. This exemption is part of consumer protection legislation, not our policy.

These rights are separate from our 30-day return policy described below, which applies to unopened products only.

Our 30-Day Return Policy

We offer a 30-day return window, which means you have 30 days after receiving your item to initiate a return. This exceeds the legal minimum requirement and is offered as a goodwill gesture.

Eligibility Requirements

To be eligible for a return, your item must be:

  • In the same condition that you received it
  • Unworn or unused
  • With all tags attached
  • In its original packaging
  • Accompanied by proof of purchase (order number or receipt)

Important: Opened oral hygiene products cannot be returned for health and safety reasons. This applies to teeth whitening strips, toothpaste, whitening powder, and oil pulling products once the seal has been broken or the product has been used.

How to Initiate a Return

To start a return, please send a e-mail at:
support@usedrwhite.com

You will need your order number to initiate the return. Once your return request is submitted and approved, you will receive return instructions and a return shipping label.

Items sent back to us without first initiating a return through our portal will not be accepted.

For returns due to a change of mind (including the 30-day cooling-off period):
You are responsible for the return shipping costs. You may use any carrier of your choice to return the items to the return address we provide.

For defective, damaged, or incorrect items:
We will provide a prepaid return label at no cost to you. Please check your order upon delivery and initiate the return immediately through our website if the item is defective, damaged, or if you received the wrong item.

Refunds


We will contact you as soon as we receive and verify the returned item. We will let you know whether the refund has been approved or denied.

If approved, the amount will be automatically refunded to your original payment method within 10 business days of our approval. Please note that it may take some additional time for your bank or credit card issuer to process and credit the refund.

If the refund is denied (for example, if the product has been opened and cannot be accepted for health and safety reasons), we will inform you of the reason. You may request that we return the item to you at your expense or that we dispose of it responsibly.

If more than 15 business days have passed since we approved your return and you still haven’t received your refund, please contact us at support@usedrwhite.com.

Health and Safety Exclusions

Due to hygiene and health and safety regulations, we cannot accept returns of the following products once they have been opened or used:

Teeth-whitening strips (after the package seal has been broken)

Toothpaste (after the seal or tube has been opened)

Whitening powder (after the seal or jar has been opened)

Coconut oil mouthwashes (after the seal or bottle has been opened)

This exclusion applies regardless of whether the return occurs within the 30-day cooling-off period. Unopened products in their original, sealed packaging may be returned within the applicable return period.

Exception: Our 30-Day Satisfaction Guarantee (described below) is the only circumstance under which opened products may be returned, and only if all requirements of the guarantee are met.

Subscription Orders

For products purchased through a subscription, different terms apply. Please see our Purchase Options Cancellation Policy for full details on subscription returns and refunds.

In summary: Each subscription shipment has the same return rights as described above (unopened items may be returned within 30 days), but subscription-specific rules apply to billing, cancellation, and refunds. If you have been charged for a subscription renewal and wish to return that shipment, you must return the unopened product to receive a refund.

30-Day Satisfaction Guarantee

This guarantee is an exception to our hygiene return restrictions and is the only way to return opened products.

In addition to your legal return rights, we offer a satisfaction guarantee on first-time purchases for customers who are not satisfied with their product results. If you have genuinely tried our product and are not satisfied with the results, we will refund your purchase under the following conditions:

To claim this guarantee, you must:

  1. Explicitly state you are claiming the Satisfaction Guarantee (not a standard return)
  2. Have used the product as directed for at least 7 consecutive days
  3. Submit your refund request within 30 days of delivery
  4. Provide a brief description of your experience (3-4 sentences explaining what happened, how you used the product, and why you are dissatisfied with the results)
  5. Return any remaining product using the return label we provide

Additional limitations:

  • This guarantee is limited to one use per customer
  • This guarantee is available on first purchases only and does not apply to subscription renewals
  • We reserve the right to deny claims that do not meet all requirements or appear fraudulent

Important: If you simply request a standard return on an opened product without claiming the Satisfaction Guarantee and meeting all requirements above, your return will be denied under our hygiene policy.

This guarantee is separate from and in addition to your statutory consumer rights described above.