Refund policy
Refund policy
Last updated: 1 October 2026
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits those rights. In plain terms:
- Major failure: if a product is faulty, not as described, or not fit for the purpose we said it was for, you can choose a refund or a replacement.
- Minor problem: if the problem is not a major failure, we will repair or replace the product, or refund you, within a reasonable time.
- Return postage: in these cases we cover the reasonable cost of returning the product to us, and we send any replacement free of charge.
- You do not need to return a faulty item in its original packaging, and opened or used items are covered.
To make a claim, email Contact@BrighterWhite.com with your order number, a description of the problem and a photo if you can. We will reply with return instructions and a prepaid label or postage reimbursement where needed. Please contact us before sending anything back.
Change-of-mind returns
We are not required to accept change-of-mind returns, but we will do so on these terms:
- Email Contact@BrighterWhite.com within 7 days of delivery, before sending the item back.
- Items must be unused, unopened and in their original state. For hygiene reasons, mouth trays that have been placed in water cannot be returned for change of mind.
- Partial returns of a kit or bundle are not accepted.
- You pay the return postage. We refund the order total minus the postage we paid to send it to you: $4.95 for Australian orders and $9.95 for international orders.
These conditions apply only to change-of-mind returns. They do not apply to faulty products or any other claim under the Australian Consumer Law.
Money Back Guarantee (kits)
On top of your rights under the Australian Consumer Law, our kits come with a 100% Results or Money Back guarantee. We guarantee that your teeth will improve by a minimum of 2 shades after using our products as recommended. To qualify:
- Within 3 days of your order being delivered, take a clear photo of your teeth before using our products and email it to us at Contact@BrighterWhite.com with the subject header "BrighterWhite Money Back Guarantee".
- Use any of our Kits for 7 days, 30 minutes a day.
- Take another clear photo of your teeth and email it to us in the same email chain.
- Once approved, send back your product and provide us with the tracking number in the same email chain within 30 days.
- Your refund will be processed once we have received the product at our warehouse.
The guarantee is an extra promise. It does not replace or limit your rights under the Australian Consumer Law.
Refunds
Once your return is received and checked, we will email you to confirm. Approved refunds go back to your original payment method. Your bank or card provider may take a few business days to process it.
Wrong or damaged items
If your order arrives damaged, or you receive the wrong item, email us within a reasonable time of delivery with your order number and a photo. We will fix it at no cost to you.
Contact
Questions about returns: Contact@BrighterWhite.com
