Return and Cancellation Policy

Thanks for shopping with Smileshop. We want you to be happy with every order. Please read this policy before returning an item or cancelling an order. By placing an order you agree to these terms.

Our returns at a glance

• Request cancellations and returns yourself from your account on our store, no email needed.
• You have 7 days from delivery to request a return on unwanted or incorrectly ordered stock.
• Items must be unused, unopened, and in their original sealed packaging.
• For change-of-mind returns, you pay the return shipping cost.
• If an item is faulty, damaged on arrival, or we sent the wrong product, we cover the return cost.
• Sterile, opened, custom-made, and expired items cannot be returned.

Managing returns and cancellations from your account

You can request a return or cancel an order directly from your store account:

1. Log in to your account and open Order history.
2. Select the order you want to cancel or return.
3. Choose Request cancellation or Request return, pick the items, and select a reason.
4. You will receive an email confirming the outcome. Once a return is approved, we will send return instructions or a shipping label.

Requests are reviewed against this policy. Approval is not automatic, and requests that fall outside the conditions below (for example, opened sterile items or requests made after 7 days) may be declined.

If you checked out as a guest, use the order confirmation email to access your order, or contact us and we will help.

1. Change-of-mind and unwanted stock

To be eligible for a return, request it within 7 days of receiving your order. Items must be:

• unused, unopened, and in their original packaging;
• in re-saleable condition with all seals, labels, and batch or lot markings intact; and
• accompanied by your order number or proof of purchase.

Return shipping. For change-of-mind, over-ordered, or incorrectly ordered items, you are responsible for the cost of returning the goods to us. Where we provide a prepaid return label through your account, the cost of that label will be deducted from your refund. If you arrange your own courier, use a tracked, insured service, as we cannot credit items that are lost or damaged on their way back. The item stays your responsibility until it reaches us.

A restocking fee of [10–15%] may apply to cover handling and re-inspection. [Remove this line if you do not charge one.]

2. Items that cannot be returned

For clinical, safety, and regulatory reasons, we cannot accept returns or exchanges on the following unless they are faulty or were sent in error:

• sterile, single-use, or opened items;
• custom-made or made-to-order appliances and components;
• products cut, altered, or dispensed to your specification;
• items with a broken hygiene seal; and
• products past their labelled expiry date.

3. Faulty, damaged, or incorrect items

If your item is faulty, arrives damaged, or is not what you ordered, you are entitled to a repair, replacement, or refund in line with the Consumer Protection Act.

Please contact us within 48 hours of delivery for damaged or incorrect orders. Report any hidden faults as soon as you find them.

Return shipping. In these cases Smileshop covers the return cost and will arrange collection or refund your reasonable shipping cost. No restocking fee applies.

If, on inspection, an item reported as faulty is found to be in working order and was correctly supplied, we will let you know. It will then be treated as a change-of-mind return under Section 1 (return shipping paid by you), or returned to you at your cost.

4. Exchanges

The fastest way to get a different item is to return the eligible item from your account and place a new order once your return is approved. Return shipping for exchanges follows the same rules above: you pay it for change-of-mind swaps, we pay it if the original item was faulty or incorrect.

5. Cancelling an order

Request a cancellation from Order history in your account:

• Before dispatch: cancel all or part of your order at no charge as long as your request reaches us before the order ships. Custom or made-to-order items cannot be cancelled once production has started.
• After dispatch: the order can no longer be cancelled and must be handled as a return under Section 1, including return shipping paid by you.

Because orders are packed and dispatched quickly, a cancellation request submitted after an order has already shipped will automatically be handled as a return.

6. Refunds

Once we receive and inspect your return, we will notify you of the outcome. Approved refunds are processed within [10] business days to your original payment method or as store credit. Original delivery charges are non-refundable on change-of-mind returns, but are refunded when the return is due to a fault or our error.

If more than [10] business days have passed since your return was approved and you have not received your refund, please contact us at shop@smileway.co.za.

7. How to start a return

1. Log in to your account and open Order history.
2. Select the order and choose Request return, then pick the items and a reason.
3. Once approved, pack the item securely in its original packaging and send it back using the label or instructions we provide.

Prefer not to use your account, or checked out as a guest? Email us at shop@smileway.co.za with your order number and reason, and we will set it up for you.

Contact us

Smileshop shop@smileway.co.za