Return Policy

Return & Refund Policy

Last updated: 25 September 2026

At Luma Smile, we want you to be satisfied with your purchase. This Return & Refund Policy explains when products may be returned and how refunds are handled.

1. Returns

Because Luma Smile Teeth Whitening Strips are a personal-use oral care product, we generally cannot accept returns of products that have been opened, used or have had their packaging seal broken.

For hygiene and safety reasons, opened or used products may not be eligible for return.

If you change your mind about your purchase, please contact us as soon as possible after receiving your order to discuss whether the product is eligible for return.

2. Eligibility for a Return

To be eligible for a return, the product should:

  • Be unused and unopened

  • Remain in its original packaging

  • Have all original seals and packaging intact

  • Be returned within the applicable return period

  • Be accompanied by your order details or proof of purchase

We reserve the right to assess the condition of returned products before approving a refund.

3. Damaged, Defective or Incorrect Products

If your order arrives damaged, defective or you receive the wrong product, please contact us as soon as possible.

Please provide:

  • Your order number

  • A description of the issue

  • Clear photographs of the product and packaging where appropriate

We will review the issue and, where appropriate, offer a replacement, refund or another suitable solution in accordance with your legal rights.

4. How to Request a Return

To request a return, contact us using the customer service details provided on our website.

Please include your:

  • Full name

  • Order number

  • Reason for the return

  • Relevant photographs, if applicable

Do not send a product back before receiving return instructions from us.

5. Return Shipping

If a return is requested because you changed your mind, return shipping costs may be your responsibility, subject to your statutory rights.

If the product is faulty, damaged, incorrect or otherwise does not conform to the contract, we will handle the return in accordance with applicable UK consumer law.

6. Refunds

Once we receive and inspect an eligible returned product, we will notify you whether your refund has been approved.

Approved refunds will normally be made using the original payment method.

The time it takes for the refund to appear in your account may depend on your bank or payment provider.

7. Partial Refunds

In certain circumstances, a partial refund may be appropriate where permitted by applicable law.

This may apply where a product has been returned in a condition that affects its value, subject to your statutory consumer rights.

8. Products That Cannot Be Returned

For hygiene and safety reasons, we generally cannot accept returns of teeth whitening products that have been:

  • Opened

  • Used

  • Unsealed

  • Damaged after delivery through customer use or improper storage

This does not affect any legal rights you may have if the product is faulty, defective or otherwise does not conform to the contract.

9. Your UK Consumer Rights

If you are a consumer in the United Kingdom, you may have statutory rights relating to faulty, damaged, misdescribed or otherwise non-conforming goods.

Nothing in this policy is intended to exclude or restrict rights that cannot legally be excluded or restricted.

Where applicable, your statutory rights take priority over this policy.

10. Exchanges

If you receive a damaged, defective or incorrect product, please contact us before sending anything back.

Where appropriate, we may offer a replacement instead of a refund.

11. Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect changes to our business, products or legal requirements.

Any updates will be posted on this page with a revised "Last updated" date.

12. Contact Us

If you have any questions about returns or refunds, please contact us using the details provided on our website.

Luma Smile
United Kingdom