Returns & Refunds
Effective date: September 24, 2026 · Last updated: September 24, 2026
If something is wrong with your order, or you simply change your mind, we will make it right. You have 30 days from delivery to ask for a return or refund, and our team handles every request personally.
1. Window
Contact us within 30 days of delivery through our contact page, and include your order number, the item(s), and a short description of the issue. Please include a photo for damaged, incorrect or defective items — it usually lets us fix the problem on the spot.
2. Condition
For change-of-mind returns, the item must be unopened and unused, in its original packaging. This is the condition we are able to accept because our products are oral-care items that go in the mouth: for hygiene and safety reasons, a kit that has been opened or used cannot be resold or returned to stock.
3. Damaged, incorrect or defective items
If your order arrives damaged, is not what you ordered, or a component does not work, tell us within 30 days of delivery. We will replace the item or refund it — your choice — and we cover the return shipping. This is in addition to the protection in our Warranty & Satisfaction Guarantee.
4. How a return works
- Contact us through our contact page with your order number.
- We reply with instructions, and a return authorisation where one is needed.
- Send the item back with the packaging and any accessories. For change-of-mind returns, you pay the return shipping; for damaged, incorrect or defective items, we do.
- Once we receive and inspect the item, we issue the refund.
Please do not send items back before contacting us — returns without an authorisation may not reach the right place.
5. Refunds
Refunds go back to the original payment method through Stripe, normally within 5-10 business days business days of us receiving and inspecting the return. Your bank may take a few more days to show it. If your purchase used a promotional code, the amount you actually paid is what we refund. We do not charge a restocking fee.
6. Cancelling an order
You can cancel before your order ships by contacting us through our contact page with your order number. If it has already shipped, use the return process above.
7. Charges on your statement
Payments are submitted to your bank by our payment processor, which applies the descriptor shown on your statement. If you see a charge you do not recognise from us, contact us before raising a dispute with your bank — we can usually identify and resolve it in one email.
8. Consumer rights
This policy is in addition to, and does not limit, any statutory consumer right you have. Where the law gives you a stronger right than this policy, the law applies.
9. Contact
true-company.com, operated by Million Dollar Smile LLC. Contact us through our contact page.