Exchanges and Refunds

 

Returning your product because you changed your mind?

Please return your item unused and in original condition (including all labels and tags intact) with proof of purchase within 15 days, and we’ll give you an exchange or refund, as long as your returned product meets our terms and conditions. 

For online and telephone purchases, we'll refund the standard delivery charge if the full order is returned within 14 days.

If you wish to return a customised or dental item that has a value of over £500, please take it back in person to our Infinity Clinic and not by post or courier. Please be aware that we'll only process your refund once the item has been returned to and checked by our specialist; this can take up to 14 days.

 

Returning a faulty item?

If your product develops a fault within 14 days of purchase, please return with proof of purchase and we’ll exchange or refund it. Please remove any personalisation or potentially-infectious items.

 

After 30 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015.

 

Terms and Conditions

 

For online and telephone purchases, we'll refund the standard delivery charge if the full order is returned within 14 days.

If you've changed your mind about keeping your purchase, please return it in its original condition with proof of purchase and we'll exchange or refund it.

By original condition, we mean: 

• you’ve kept all original packaging and labels in good condition and the product can be resold at full price 

• you haven’t used the product 

• the product contains no personal data and isn’t registered to a user. 

Unless faulty, this must be within 30 days of purchase

• We're unable to accept returns out of working hours or during a lockdown.

• Ordinarily, if you have your receipt or order confirmation we'll refund the original method you’ve used to purchase. For Gift Cards/Vouchers, we’ll refund them to online credit.

• We’re unable to refund or exchange products made to your own specifications or personalised for you, unless faulty.

• See below for the full list of products that can’t be returned

• For online or telephone purchases we’ll refund the standard delivery charge, provided you return the full order within 14 days. If you are only returning some of the items on your order, then we will only refund the cost of those items

• Please note that if you return products that are outside our returns policy or if you don’t have proof of purchase, we’re unable to process a refund, so please keep your receipt or order confirmation.  

• This does not affect your statutory rights

• To read more about your statutory rights, you can check the Isle of Man Consumer Advice

The following products won’t be eligible for exchange or refund (unless faulty or not as described):

• Products you received over 31 days ago

• Products that have been opened or unsealed (other than where necessary to inspect)

• Products without original packaging or labels

• Products or packaging in poor condition

• Products that contain your personal data or have been manufacturer-registered

• Gift Cards

• Dental items that have been opened and used

• Perishable goods that contain food products (eg. Hampers) or which have an expiry date

• The computer software that has been opened or redeemed

• Where a product has been prescribed and personalised for you, or made to your specific measurements

• Products that cannot be returned for hygiene reasons:

  • Dentures, Aligners or Customised Dental Appliance

  • Face coverings

  • Teeth whitening kits  (where the hygiene seal has been removed)

  • Mouthwashes that have been opened

  • Beauty products (creams, serums and face masks)

  • Personal care products (such as electric vibrating stick, and cleansing brush)

Please note that if you return products that are outside our returns policy or if you don’t have proof of purchase, we’re unable to process a refund, so please keep your receipt or order confirmation.