Refund policy

Returns & Refunds Policy

Last updated: [2026-8-15]

Thank you for shopping with Ella Smile.

This Returns & Refunds Policy applies to orders placed through https://www.ella-smile.net/ and is intended for customers in the United Kingdom.

Ella Smile is operated by ELLA SMILE LTD.

Your statutory rights under UK consumer law are not affected by this policy.

1. Pre-order information

DuoFlow II is currently available as a pre-order product.

The estimated dispatch time is approximately 45–60 days, depending on the selected colour and production progress. This is an estimate and not a guaranteed delivery date.

The estimated dispatch timeframe will be displayed on the relevant product page and may also be shown during checkout and in your order confirmation email.

We will contact you by email if there is a significant change to the estimated dispatch timeframe.

If we are unable to dispatch your order within the agreed or updated timeframe, you may contact us to request cancellation and a full refund.

2. Cancelling a pre-order before dispatch

You may cancel your pre-order at any time before it has been dispatched by contacting us at:

support@ella-smile.net

Please include:

- Your full name;
- Your order number; and
- The email address used to place the order.

If your order has not been dispatched, we will issue a full refund to your original payment method.

We aim to process approved pre-order cancellation refunds without undue delay.

If your order has already been dispatched, the cancellation and returns process in the sections below will apply.

3. Your 14-day cancellation right

Under UK consumer law, you normally have the right to cancel an online order within 14 days after the day on which you receive the goods, without giving a reason.

If your order is delivered in separate packages, the 14-day period normally begins on the day you receive the last item in the order.

After notifying us that you wish to cancel, you must return the goods within a further 14 days.

To exercise your cancellation right, please email:

support@ella-smile.net

You may use the following wording:

“I hereby give notice that I cancel my contract for the purchase of the following goods: [product name], order number [order number], purchased on [date].”

You are not required to explain why you wish to cancel.

4. Returning an item

Please contact us before returning any product. We will provide the return instructions and the correct return address.

Unless the product is faulty, damaged, incorrect or not as described, you are responsible for the direct cost of returning an item under the 14-day cancellation right.

Returned products should include, where possible:

- The original packaging;
- All accessories;
- Any included parts or attachments; and
- The original order details.

You may handle the product only as much as necessary to assess its nature, characteristics and functionality.

If the product has been used or handled beyond what is reasonably necessary for inspection, and this has reduced its value, we may make a reasonable deduction from the refund.

For hygiene reasons, opened or used brush heads, replacement brush heads and other sealed hygiene products may not be eligible for a change-of-mind return after the seal has been broken.

This hygiene restriction does not affect your legal rights where the product is faulty, damaged, incorrectly supplied or not as described.

5. Return postage

You are responsible for the return postage cost when returning an unwanted product under the 14-day cancellation right.

We recommend using a tracked delivery service and keeping your proof of postage.

We are not responsible for returned goods that are lost or damaged while being returned using a service arranged by you.

If an item is faulty, damaged on arrival, incorrectly supplied or not as described, please contact us before returning it. Where a return is required for one of these reasons, we will cover the reasonable return postage cost.

6. Refunds

Once we receive the returned goods, or you provide evidence that you have sent them back, we will process your refund without undue delay and normally within 14 days.

Refunds will be made to the original payment method used for the order.

If you cancel the entire order under your 14-day cancellation right, we will refund:

- The price paid for the goods; and
- The standard delivery charge paid at the time of purchase.

We will not refund any additional amount paid for an upgraded or express delivery service.

We may delay the refund until we receive the returned goods or you provide evidence that you have sent them back, whichever happens first.

7. Buy One, Get One Free orders

The “Buy One, Get One Free” promotion applies to the Basic Package only, unless otherwise stated on the product page.

The products supplied under the promotion form part of the same promotional order.

To receive a full refund for a change-of-mind return, all products supplied as part of the Buy One, Get One Free offer must be returned.

If only part of a promotional order is returned, we may recalculate the order using the applicable non-promotional price and refund the remaining eligible balance.

We will explain any recalculation before processing the refund.

This section does not limit your statutory rights. If one of the products supplied under the promotion is faulty, damaged or not as described, please contact us so that we can provide an appropriate remedy.

8. Faulty, damaged or incorrect products

Please contact us at support@ella-smile.net if your product:

- Arrives damaged;
- Is faulty or does not work as intended;
- Is materially different from its product description;
- Is missing parts or accessories; or
- Is not the product you ordered.

Please include your order number and, where possible, photographs or a short video showing the issue.

We may ask you to return the product for inspection.

If the product is confirmed to be faulty, damaged, incorrectly supplied or not as described, we will provide an appropriate remedy in accordance with your statutory rights under UK consumer law. This may include a repair, replacement or refund, depending on the circumstances.

We will cover the reasonable return postage cost where the return is required because the product is faulty, damaged, incorrectly supplied or not as described.

9. Damage caused by misuse

We may be unable to offer a refund or replacement where the damage has been caused by:

- Misuse or improper use;
- Accidental damage;
- Failure to follow the product, charging or care instructions;
- Unauthorised modification or repair; or
- Normal wear and tear.

This does not affect any statutory rights you may have under UK consumer law.

10. Orders that have not been received

If your order has not arrived within the relevant delivery timeframe, please contact us at:

support@ella-smile.net

Please include your order number and delivery details.

For pre-order products, please refer to the estimated dispatch timeframe shown on the product page, at checkout and in your order confirmation email.

If we are unable to dispatch the order within the agreed timeframe, you may contact us to request cancellation and a refund.

If your order has been dispatched but has not arrived, we will work with the relevant delivery provider to investigate the issue.

11. How to contact us

For questions about cancellations, returns or refunds, please contact:

Company: ELLA SMILE LTD  
Website: https://www.ella-smile.net/  
Email: support@ella-smile.net  
Company address: [82a James Carter Road, Mildenhall Suffolk, United Kingdom]  
Return address: [Return address will be provided by email after your return request has been approved.]

We aim to respond to customer enquiries within 2 business days.