Refund policy

Returns & Refunds Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Eligibility for Returns

To be eligible for a return, your item must:

Be in the same condition that you received it.
Be unused and in its original packaging.
Include your receipt, order number, or proof of purchase.

The product being returned must remain in its original sealed packaging. If the product seal has been broken, the item will not be eligible for a refund. (This refers to the product's protective seal and not the outer shipping box.)

If you are returning a product because it is damaged or defective, please see the Damaged & Faulty Items section below.

If you are returning a product for any reason other than it being faulty, damaged or incorrect, you are responsible for the cost of returning the item to our warehouse.

Once we have received your returned item, we will inspect it to ensure it meets our return requirements and that all products and components are present.

If your return is approved, your refund will cover the cost of the products only. Original delivery charges are non-refundable, and the cost of returning the item to us will not be reimbursed.

If the returned item does not meet our return conditions (for example, items are missing, the product has been opened, used, or damaged), we reserve the right to refuse the refund or make an appropriate deduction where permitted by law.

If your return is accepted, we'll provide you with our return address and instructions on how to send your package. Items sent back without first requesting a return will not be accepted.

Returns are only accepted once you have received confirmation from our Customer Services team to send the products back to our warehouse.

To start a return, please contact us at hello@lilsmilers.co.uk.

You can also contact us at hello@lilsmilers.co.uk if you have any questions regarding returns.

Refunds – Faulty or Approved Returns

Once we've received and inspected your returned item, we'll notify you whether your refund has been approved.

If approved, your refund will be processed to your original payment method within 10 business days.

Please note:

Refunds cover the purchase price of the product(s) only.
Original shipping/delivery charges are non-refundable, unless required by applicable consumer law.
If you are returning an item that is not faulty, you are responsible for the cost of returning it to us.

Please allow additional time for your bank or card provider to process the refund once it has been issued.

Misuse, accidental damage, tampering or evidence of improper use will void any entitlement to a refund or replacement. This includes, but is not limited to:

Deliberate damage.
Missing parts or accessories.
Bite marks or chewing damage.
Alterations or modifications to the product.

If more than 15 business days have passed since your refund was approved, please contact us at hello@lilsmilers.co.uk.

Damages & Faulty Items

Please inspect your order upon delivery and contact us immediately if:

Your item is defective.
Your item arrives damaged.
You receive the wrong item.

We'll assess the issue and work with you to resolve it as quickly as possible.

In the event that an issue arises before dispatch (such as stock availability, a manufacturing fault, or another supplier-related issue), Lil' Smilers will contact you using the email address provided when placing your order.

If we do not receive a response within 7 days of our first email, we reserve the right to cancel the order and issue a full refund.

Exceptions / Non-Returnable Items

Certain products cannot be returned, including:

Perishable goods (such as food, flowers or plants).
Custom or personalised products.
Personal care items.
Hazardous materials.
Flammable liquids or gases.

Please contact us if you are unsure whether your item is eligible for return.

Unfortunately, we cannot accept returns on:

Sale items - unless in certain circumstances. Please contact us at hello@lilsmilers.co.uk
Gift cards.

Hygiene & Personal Care Products

For hygiene, health and safety reasons, we cannot accept returns, exchanges or provide refunds for any oral care or personal care products that have been:

Opened.
Used.
Partially used.
Unsealed.

The only exception is where the product is:

Faulty.
Damaged upon arrival.
Supplied incorrectly.

Any eligible oral care or personal care product must be returned unopened, unused, in its original condition and in its original packaging.

Where returned products are found to have been opened, used, partially used, tampered with, or otherwise not in the same condition as supplied, we reserve the right to refuse the return and any associated refund.

Nothing in this policy affects your statutory rights regarding faulty, damaged or incorrectly supplied goods.

European Union 30-Day Cooling-Off Period

If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 30 days for any reason and without providing justification.

To qualify, the item must be:

Unused.
In its original condition.
In its original packaging.
Accompanied by proof of purchase.

Where applicable, refunds for cancelled orders will be processed in accordance with applicable consumer protection laws.