Refund policy

STANDARD DELIVERY - NaturaSmile Delivery Refunds

We deliver right across the UK and the Republic of Ireland from Monday to Friday.

Orders placed after 3:00 pm will be dispatched the next working day. Deliveries will take 4-5 working days.

Get FREE Royal Mail Delivery on any Naturawhite order!

DELAY

Delivery times can vary depending on the product and delivery you have selected.

Republic of Ireland.

Deliveries take up to 2-4 working days (weekdays only, excludes weekends and bank holidays). 

EU & International Delivery.

We also deliver to the EU and internationally. Please contact us to find out more information by emailing us at info@naturasmile.co.uk or phoning us on +44 (0)20 8126 0388.

Delivery times exclude weekends. Please note any items not delivered to you will not be held on backorder, these items will need to be re-ordered.

Timescales vary depending on the type of products ordered, the service you select and the delivery address.

Delivery times are quoted in good faith. We can accept no responsibility for transport delays or circumstances outside of our control causing late delivery. We shall be under no liability for any delay or failure to deliver products if the delay or failure is wholly or partly caused by circumstances beyond our control. Delivery will be to the address advised in your order. If no one is available at a residential or other address at the time of delivery, unless special instructions were given at the time of order, a note will be left to advise if your order has been returned to the depot.

We hope that you are happy with the items you have ordered and we work hard to ensure that every order leaves our warehouse correct and perfect packed.

REFUNDS POLICY - Naturasmile Delivery Refunds

Deposit for appointments and products are non-refundable and non-transferable once an order is placed. 

We will exchange a faulty item as warranted under the Consumer Rights Act 2015 within 7 days, after which the warranty terms will apply, and the customer will be charged reasonable courier fees for any collections and returns.

Any postage or courier costs cannot be refunded.

CANCELLATION OF APPOINTMENTS

All deposits for appointments are non-refundable once payment has been made. They are however transferrable to other days and times, depending on the salon in question.

If we need to change your appointment, we have the right to do so giving you 24 hours in advance. In unexpected situations beyond our control, we have the right to change or cancel your appointment by letting you know asap. We will hold on to the booking fee and reschedule your appointment accordingly if this is the case.

If we need to change your appointment, we have the right to do so giving you 24 hours in advance. In unexpected situations beyond our control, we have the right to change or cancel your appointment by letting you know asap. We will hold on to the booking fee and reschedule your appointment accordingly if this is the case.

If you wish to change your appointment time,

£15 rescheduling fee if you contact us prior to 48 hours of your appointments.

£25 rescheduling fee if you contact us within 48 hours of your appointment.

No Refund if you contact us on the day of your appointment and before appointment time.

No Refund if you miss your appointment or contact us after your appointment and want to reschedule.

We will be unable to offer a refund if you are unwilling to pay for the rescheduling of your appointment within these specific time periods. The reason for this charge is due to company costs incurred to provide your service e.g. technician costs, rent of premises, etc.

We will be unable to offer you a refund if you miss your appointment and do not give us prior warning. If you miss your appointment and have not contacted us, your deposit will be lost and a new deposit will have to be made.

It is your responsibility to notify the clinic or venue if they are running late. Please note some clinics or venues may refuse appointments if the customer is late by a period of more than 5 minutes.

SERVICE VOUCHERS

NaturaSmile may collect your payment on the behalf of the clinic or venue you will visit where the services are between yourself and the clinic. If you have a voucher, you will lose out on your session/service if you are late or do not turn up for your appointment. Bookings can only be made online by following the steps on your voucher, our operator cannot make a booking for you as every voucher has a unique code which can only be redeemed by you. All your agreed sessions/services must be completed according to the expiry date on the voucher. Vouchers bought can only be refunded within 7 days of purchase, minus a £25 administration fee.

SERVICE AND BOOKING REFUNDS - NaturaSmile Delivery Refunds

Booking referral fees are non-refundable and non-transferable. If for any reason the clinic or centre refuses to carry out your service e.g. due to a light allergy, a booking fee of £25 will be refunded if the service has not started. If you buy more sessions and decide to have less, the clinic or venue is not obliged to refund the value of the remaining sessions to you.

NaturaSmile – Money Back Guarantee

Standard Guarantee

The following conditions apply to all purchases, regardless of any additional guarantee we may offer:

If you have not experienced any shade lift at all, and this is confirmed by the attending clinic, you will receive a full refund for the price of your appointment.

  • Any measurable shade improvement, regardless of extent, constitutes results. A shade lift of one or more shades, however small, automatically voids eligibility for a refund.
  • The clinic and Naturawhite will work together to confirm this information before any refund is agreed. It is explained prior to your appointment that results vary from person to person and that you may require multiple sessions to achieve your desired results.

Refund Claim Process

  1. To submit a claim under this guarantee, the following steps must be followed: 
    You must contact us at customerservices@naturawhite.com, copying in the clinic you attended.
  2. Only photos taken and logged by the attending clinic’s staff at the time of the appointment will be accepted as valid evidence. Self-taken or externally provided photos will not be considered.
  3. All refund claims must be submitted within 48 hours of the appointment. Claims made after this period will not be considered.
  4. You must allow up to 5 working days for Naturawhite to investigate all feedback from both the clinic and yourself before a decision is made.
  5. All decisions are final. If the clinic confirms that you achieved a measurable shade lift, you are not entitled to a refund.
  6. Should you fail to follow the full process correctly, or if you leave before the complete session is over, you will not qualify for a refund.
  7. Customers who have previously received a refund under this guarantee will not be eligible for further refunds on future bookings.

Abuse & Misuse

We reserve the right to refuse or revoke the money-back guarantee at our sole discretion if we suspect any attempt at misuse, fraud, or misrepresentation.

Disclaimer

  • The guarantee applies only to measurable shade change, not to personal or subjective expectations of whiteness. Dissatisfaction with the degree of whitening, if any measurable shade lift has occurred, does not qualify for a refund.
  • Results vary from person to person based on DNA, consumption habits, and lifestyle choices. Multiple appointments may be required to achieve your desired results.
  • Guarantee is valid only at participating clinics and is not available for appointments in Birmingham or other excluded locations. If unsure, please contact customerservices@naturawhite.com.