Refund policy

POLÍTICA DE REEMBOLSO (Refund policy)
Last updated: October 27, 2026

Please read this policy before you buy. In short:

We refund or reship orders that arrive damaged or incorrect, orders that are lost, and orders with no tracking updates for 30 days.
To report a damaged or incorrect order, email us within 5 days of delivery with photos or a short video.
We do not accept change-of-mind returns and we do not accept physical returns. Please do not send anything back unless we authorize it in writing.
1. What we cover
We will refund or reship your order (our choice, based on what is available and what solves the problem fastest) if:

the product arrives damaged or defective;
you receive a product that is different from what you ordered;
your package is lost in transit, as confirmed by the carrier; or
your tracking shows no updates for 30 days.
An approved refund is a full refund of what you paid for the affected order, including shipping.

2. Damaged or incorrect products
You must contact us within 5 days after the delivery date. Email support@smileplax.com with:

your order number and the name used on the order;
a short description of the problem; and
clear photos or a video of the product, the packaging and the shipping label.
Our team will review your evidence. If we ask for more information, please reply within 2 business days; otherwise we may close the request. Claims sent after the 5-day period cannot be approved.

3. Lost orders and orders with no tracking updates
Please give the carrier time before contacting us (see our Shipping Policy for delivery times). If the carrier confirms your package is lost, or your tracking has shown no movement for 30 days, email us and we will offer a refund or a reshipment.

4. Tracking says “Delivered” but you did not receive it
If the carrier marks your order as delivered but you cannot find it:

check around your address and with household members and neighbors;
contact your local carrier (for example, your post office) and ask them to investigate;
then email us with your order number and the carrier’s response.
We investigate every “Delivered” order before approving any refund or reshipment. We are not responsible for packages that are stolen or misplaced after the carrier confirms delivery to the address you gave us.

5. What is not covered
We cannot approve a refund, replacement or free reshipment for:

change of mind, or because you no longer want the product;
products that work as intended but do not meet your expectations. Results vary from person to person;
products that have been opened or used, for hygiene reasons, unless they arrived damaged, defective or incorrect and you report it within 5 days;
problems caused by an incorrect or incomplete address, a wrong phone number, missing information, or not responding to the carrier;
delays, losses or damage caused by events outside our control (see section 8);
damage caused by misuse, or by not following the product instructions;
claims sent after the 5-day period for damaged or incorrect products.
If a package comes back to our logistics center because of an address or contact problem, we can try to send it again for an additional $10 USD reshipping fee per package. If you do not want to pay the fee, the package will not be reshipped and no refund applies.

6. No physical returns
We do not accept physical returns. Please do not send a product back to us unless we authorize it in writing. Packages sent back without authorization will not be refunded, and may be discarded.

7. How refunds and reshipments work
Refunds. Once your request is approved, we process the refund in about 2 to 5 business days to your original payment method. Your bank or card issuer may need extra days to show it.

Reshipments. Once your request is approved, we start preparing the new shipment in about 2 business days. The shipping method may be different from the original one, and you will receive a new tracking number.

8. Events outside our control
We are not responsible for delays, losses or damage caused by events outside our control, such as natural disasters, severe weather and snowstorms, wars, strikes, government closures, or carrier or customs problems.

9. Payment disputes
If something is wrong with your order, please contact us first at support@smileplax.com. We can usually solve it faster than a chargeback. This does not limit any right you have to dispute a charge with your card issuer or payment provider. We may share order, delivery and communication records to respond to a dispute.

10. Your legal rights
This policy does not limit any rights you have under the consumer protection laws of your state. Where the law gives you more protection than this policy, the law applies.

11. Contact
SmilePlax Support
Email: support@smileplax.com