Terms & Conditions

You may create a customer account through the Site before placing an order with us. To register for an Account, you must provide us with accurate personal information including your full name, a valid email address and create a password. You are responsible for keeping this user name and password secure and are responsible for all use and activity carried out under this user name. Any personal information that you give us will be held and used in accordance with our Privacy Policy.

You must not impersonate some other individual, business or company. In case you try to present yourself as another individual or company, your account may be suspended and legal action may be taken against you.

2. Placing an order

You may order products by selecting and submitting your order through the Site in accordance with these terms and conditions. You agree to provide us with current, complete and accurate details when asked to do so by the Site.

You must pay the price stated on our website as being the purchase price for the relevant products for an order to be made. It is your responsibility to confirm what is in your cart prior to making a purchase. We do not provide refunds for products that are mistakenly purchased. We may ask you to provide additional details or require you to confirm your details to enable us to process any orders placed through the Site. By placing an order with us, you warrant and represent to us that:

• You understand the nature and effect of the Terms and agree to be bound by them;
• You are authorised and legally permitted to purchase the products being ordered;
• You are authorised and legally permitted to effect payment for the products being ordered using the payment method selected; and
• The information provided to us in connection with your purchase is accurate and complete.

3. Acceptance or Rejection of an Order

When you place an order, you will receive from us an Order Confirmation to the email you provide at checkout. This email will only be an acknowledgement and will not constitute acceptance of your order. A contract for your product order will not be formed until you receive our Shipping Confirmation.

We may at our discretion refuse to accept an order from you for any reason, including but not limited to:

• Unavailability of stock (in which case we may ask you to re-submit your order or offer you an alternative product);
• We suspect that you might on-sell our products to other consumers;
• if we suspect your order is fraudulent, or suspect credit card or payment-related fraud;
• if there has been an error in the imagery, price or product description on the Site; or
• if there has been an error by way of the wrongful inclusion of an item in a particular sale or promotion.

4. Prices, Fees and Charges

The prices of our products and shipping fees displayed on the Site are current at the time of order confirmation, however, we reserve the right to change prices at any time before order acceptance (i.e. Shipping Confirmation).

We will charge you, and you agree to pay, the following fees and charges in relation to an order that we accept (as applicable):

• the purchase price of each product that is ordered inclusive of GST or VAT (unless otherwise indicated).
• the shipping fees for delivering the products to you; and
• all other fees and charges identified in these Terms.

Payment may only be made in the methods provided on our website. Unless otherwise stated on our Site, the purchase price of the product does not include third party shipping fees (“Shipping Fees”) of our transport or shipping providers (e.g Royal Mail). We will not dispatch any orders until the purchase price, shipping fees and any other applicable fees or charges have been received.

When, or after delivery of your order is made, there may be additional fees, duties or excise taxes (“Import Charges”) assessed or levied by the government, postal or customs authorities in relation to your order. Import charges are not included in our Shipping Fees and must be paid by you separately to the relevant government or customs authorities.

You will not be entitled to reimbursement from us for Import Charges payable in relation to your order. If you fail to pay the Import Charges and your order is returned to us undamaged and in saleable condition, we will provide you with a refund of your order excluding applicable Shipping Fees. In the event delivery of your order is rejected by government, portal or customs authorities for unpaid Import Fees and is not promptly returned to us, we will deem your order delivered and will not send another parcel or make a refund.

5. Order Cancellation

Prior to order dispatch, we may cancel an order or reduce your products without notice if we believe, in our sole discretion, that:

• you have, or intend to breach our Terms;
• you are hostile or discourteous towards us;
• you initiate credit card chargebacks;
• you raise unjustified disputes and/or claims;
• the product or related accessories are no longer available;
• there was difficulty in processing payment information;
• delivery to the address is not possible;
• a duplicate order for a product was placed;
• the product was cancelled with your consent; or
• any other reasonable reason we deem justified.

If your order is cancelled, we will contact you to explain the reason for the cancellation and (if applicable) the appropriate amount will be refunded via your original payment method. You may not cancel an order without our prior written consent, which may be withheld at our sole discretion and provided on a case by case basis.

If your order has been processed and it cannot be cancelled, then the item must instead be returned to us in accordance with the Returns Policy.

If you wish to cancel an order please contact MySweetSmile CX Team at help@mysweetsmile.com.

6. Shipping and Warehouse Dispatch

All dispatch times and shipping times are estimated in business days as outlined on our Delivery Information page. All shipping times provided on our Site are calculated from the date that you receive a Shipping Confirmation. Orders may need to be shipped in one or more parts. All shipping times exclude customs clearance delays and any other delays caused in circumstances that are outside our control. 

7. Shipping and Delivery Policy

Your product will be considered delivered and the Contract complete under the Terms when your parcel is scanned as delivered to your nominated shipping address by the applicable shipping or local transport provider. At this point, the product will be your responsibility.

7.1 Incorrect Delivery Address

Please carefully read the following terms:

• We cannot make changes to your shipping addresses or redirect your parcel once the Order Confirmation has been emailed to you.
• We cannot send you a replacement product, or process a refund for a parcel sent to the incorrect shipping address due to your own error during the order process.
• Please contact the shipping or local transport provider if you have any parcel redirection requests.

7.2 Delayed, Lost or Stolen Parcels

Please carefully read the following terms:

• In the event your tracking information has not updated for a period longer than 7 days. Please send an email to: help@mysweetsmile.com informing our CX Team of the issue.
  
  
• In the event that you are unable to locate your product after the tracking information has marked it as delivered, please send an email to help@mysweetsmile.com immediately. We'll do our best to resolve the situation, either by helping you locate the parcel or in some circumstances sending a replacement item.

By default, you provide authority to leave a parcel at the shipping address specified in your Order Confirmation. If the applicable shipping or local transport provider deems the area of your shipping address unsafe in their discretion, your parcel may be redirected to a collection point, redelivered in the next delivery run (where available) or returned back to our dispatch warehouse. If delivery or collection of your parcel is delayed through your unreasonable refusal to accept delivery or if you do not (within two weeks of our first attempt to deliver the parcel to you) accept delivery or collect the parcel from the transport carrier, then we may (without affecting any other right or remedy available to us) do either or both of the following:

• charge you for our reasonable storage fees and other costs reasonably incurred by us; or
• no longer make the parcel available for delivery or collection and notify you that we are cancelling the applicable Contract, in which case we will refund to you any money paid to us in accordance with our Returns Policy, less our reasonable administration charges (including for attempting to deliver and then returning the product, and any storage fees and other costs provided for above).

7.4 Unable to Deliver

Please note that it might not be possible for us to deliver to some locations, and we may not be able to offer equivalent delivery options to locations that we do service. If we are unable to deliver to your location, we will inform you, or alternatively arrange with you for cancellation of the order or delivery to an alternative delivery address.

8. Returns Policy

We want you to be totally satisfied with our products. Our aim is to make the returns process as simple and easy as possible for you. In the rare event that you are not satisfied with your purchase, we offer the following returns options:

8.1 Faulty Product Claims: Manufacturer Warranty and Consumer Protection Rights.

8.2 Change of Mind Policy: 30 Days of Purchase.

8.3 Faulty Product Claims

If you have purchased a faulty product from us or we have delivered the wrong product (when correctly ordered), you may have the option to make a claim under our MySweetSmile Manufacturer’s Warranty and/or applicable Consumer Protection Laws (consumer guarantees) of your relevant country. We reserve the right to decline an exchange, refund or repair where any product fault is due to misuse or neglect. Always retain your product and do not dispose of the item so that we can assess your claim.

How to make a Faulty Product Claim?
We have a 3 stage claims process as follows:

More information
If you require more information about our claims process, please visit our MySweetSmile Returns Policy or email returns@mysweetsmile.com.

Faulty Claims Exemptions
Subject to applicable consumer law rights, product claims based solely on the alleged poor performance of our teeth whitening products will not be assessed under our Returns Policy unless supported by objective and independent expert evidence. We have thoroughly tested our teeth whitening products for efficiency to ensure they will meet all stated claims. Despite such testing, the product results may vary depending on the type of teeth you have, the pretreatment condition of your teeth and your diet which can stain teeth. Regular teeth whitening treatments are recommended in order to maintain whiter teeth.

8.2 Change of Mind Policy

If you change your mind concerning your purchase, you can return the product to us within 30 days of receipt for a refund excluding shipping costs. To qualify under our Change of Mind Policy, your purchase must be unused and in the same condition that you received it, including all original packaging and accompanying material. The products must be sealed.

We will only provide a refund to you when we have received your product/s. You will be responsible for all return shipping costs. Return of the product remains your sole responsibility and risk. We accept no responsibility for items damaged or lost in the return transit. You will not be refunded any original shipping costs.

8.3 Returns Process:

• Email photos of the products you are returning to returns@mysweetsmile.com
• Once approved, you will be given the address to send your parcel to. Please ensure your returns parcel is well packaged and meets all the conditions outlined below.
• Please mark 'Returned Items' clearly on the outer packaging of your parcel. Use an insured and fully tracked delivery service to ensure your parcel reaches us safely.
• Once you've posted your return, send a follow-up email with your tracking information to returns@mysweetsmile.com. This will allow us to begin preparing your refund.

All return items must be unused, unopened, and complete with original plastic wrapping. We are not responsible for the return shipping costs of the items. Please make sure all return items are well packaged, so as not to be damaged in the post. Please make sure all return packages are sent with a trackable, insured service as we cannot take responsibility for items damaged or lost in the return transit. Please make sure that the returns form has been approved - without approval, it may result in your return not being processed.

12. Product Disclaimers

Always read product user instructions in manuals and labels before use. It remains the user’s responsibility to ensure you are not allergic to any of the ingredients inside the product before using. Use of our products may cause short term sensitivity to teeth, mouth or gum areas. Discontinue use if problems persist and consult your medical professional. You must only use our products in accordance with the instructions provided and only for the purpose in which they are provided.

Regular teeth whitening treatments are recommended in order to maintain whiter teeth. Product results from use (e.g. whitening) may vary from person to person depending on the type of teeth you have or the conditions of your teeth stains. Whitening products will not whiten dental work such as veneers, crowns, bridges or cavities. People who are: pregnant, have health problems, periodontal disease or gums that are in poor condition, overly sensitive teeth, wear braces, had recent oral surgery, decayed teeth, have roots exposed, have colitis, have jaw problems, or are allergic to items ingredients inside our formulae should consult a suitable medical professional before using our products.