Terms of service

Terms of Service

Last updated: [2026-08-16]

Welcome to Ella Smile.

These Terms of Service apply to your use of https://www.ella-smile.net/ and to any order placed through our website.

This website is operated by ELLA SMILE LTD. Throughout the site, the terms “we”, “us” and “our” refer to ELLA SMILE LTD.

By visiting our website or placing an order, you agree to be bound by these Terms of Service, together with our Returns & Refunds Policy, Privacy Policy and any other policies published on our website.

If you do not agree to these terms, please do not use our website or place an order.

1. Company information

Ella Smile is operated by:

ELLA SMILE LTD
Registered Office: 82a James Carter Road, Mildenhall Suffolk, United Kingdom

Website: https://www.ella-smile.net/
Customer Support: support@ella-smile.net

2. Eligibility to use our website

By using our website or placing an order, you confirm that you are at least 18 years old, or that you are using the website with the permission of a parent or legal guardian.

You agree to provide accurate, current and complete information when placing an order or contacting us.

3. Our products

Ella Smile sells oral care products, including electric toothbrush and water flosser products.

We make reasonable efforts to display product descriptions, colours, images, specifications and prices accurately. However, product colours may vary slightly depending on your device screen, lighting and photography.

Product information on our website is provided for general consumer guidance only. Our products are not intended to diagnose, treat, cure or prevent any medical or dental condition.

If you have braces, aligners, dental implants, gum disease, sensitive teeth or any dental condition, you should follow the advice of your dentist or orthodontist before using any oral care product.

4. Pre-order products

Some products on our website may be sold on a pre-order basis.

Where a product is marked as a pre-order item, this means the product is not immediately available for dispatch at the time you place your order.

For our current pre-order products, the estimated dispatch time is approximately 45–60 days, depending on the selected colour, production schedule and stock availability.

The estimated dispatch timeframe will be displayed on the product page, at checkout or in your order confirmation email where applicable.

The estimated dispatch time is an estimate only and is not a guaranteed delivery date.

By placing a pre-order, you agree that your order may be dispatched later than the usual delivery timeframe and in line with the pre-order estimate shown at the time of purchase.

If there is a significant delay or change to the estimated dispatch timeframe, we will contact you by email.

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

5. Orders and acceptance

When you place an order through our website, you are making an offer to purchase the products in your order.

After placing an order, you may receive an order confirmation email. This confirms that we have received your order, but it does not necessarily mean that your order has been accepted.

We reserve the right to refuse or cancel an order where necessary, including where:

- The product is unavailable;
- There is an error in the price or product description;
- Payment cannot be authorised;
- We suspect fraud, misuse or unauthorised activity;
- Delivery information is incomplete or incorrect; or
- We are unable to fulfil the order for operational reasons.

If we cancel an order after payment has been taken, we will refund the amount paid to the original payment method.

6. Prices and payment

All prices are shown in GBP unless otherwise stated.

Prices may change from time to time, but changes will not affect orders that have already been placed and accepted, unless there has been an obvious pricing error.

Payment must be made at the time of placing your order.

We accept the payment methods shown at checkout.

You confirm that the payment method used belongs to you or that you are authorised to use it.

7. Promotions and offers

From time to time, we may offer promotions, discounts, bundles or free shipping offers.

Promotions are subject to availability and may be changed, suspended or withdrawn at any time.

Unless otherwise stated, promotional offers cannot be combined with other offers or discount codes.

The “Buy One, Get One Free” offer applies only to eligible products or packages clearly marked on the product page or promotional material.

For Buy One, Get One Free orders, both items supplied under the promotion form part of the same promotional order.

If you return a promotional order for a change-of-mind refund, all products supplied under the promotion must be returned in accordance with our Returns & Refunds Policy.

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

Free shipping offers, including any free UK shipping over a specified order value, apply only where clearly stated and only to eligible orders.

8. Shipping and delivery

We currently sell primarily to customers in the United Kingdom, unless otherwise stated on our website.

Delivery options, costs and estimated delivery times will be shown at checkout where applicable.

For pre-order products, dispatch will take place after the product becomes available and in line with the estimated pre-order dispatch timeframe.

Once your order has been dispatched, delivery times may vary depending on the delivery provider and destination.

We are not responsible for delays caused by events outside our reasonable control, including customs delays, courier delays, severe weather, strikes, supply chain disruption or incorrect delivery information provided by the customer.

If your order has not arrived within the expected timeframe, please contact us at support@ella-smile.net.

9. Cancellations, returns and refunds

Your rights to cancel an order, return products and request a refund are set out in our Returns & Refunds Policy.

For UK online purchases, customers normally have the right to cancel an order within 14 days after receiving the goods, subject to certain exceptions.

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 once the seal has been broken.

This does not affect your statutory rights if a product is faulty, damaged, incorrectly supplied or not as described.

Please read our Returns & Refunds Policy before placing an order.

10. Faulty or damaged products

If your product arrives damaged, is faulty, is missing parts or is not as described, please contact us at support@ella-smile.net as soon as possible.

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

We will review the issue and provide an appropriate remedy in accordance with your statutory rights. This may include repair, replacement or refund depending on the circumstances.

11. Product use and customer responsibility

You agree to use our products only for their intended purpose and in accordance with any instructions, safety information or care guidance provided.

You should not use a product if it appears damaged, unsafe or unsuitable for your needs.

You are responsible for ensuring that the product is suitable for your personal circumstances, including any dental treatment, orthodontic treatment, sensitivity or medical condition.

We are not responsible for damage or loss caused by misuse, improper care, failure to follow instructions, unauthorised repair or modification, normal wear and tear, or accidental damage.

12. Website content

All content on our website, including text, images, product names, graphics, branding, layout and design, is owned by or licensed to ELLA SMILE LTD unless otherwise stated.

You may not copy, reproduce, distribute, modify, publish or use our website content for commercial purposes without our prior written permission.

13. User conduct

You agree not to use our website:

- For any unlawful or fraudulent purpose;
- To submit false, misleading or harmful information;
- To interfere with the security or operation of the website;
- To attempt unauthorised access to our systems;
- To upload or transmit viruses, malware or harmful code; or
- To misuse promotions, discounts or checkout systems.

We reserve the right to restrict, suspend or terminate access to our website where we reasonably believe these terms have been breached.

14. Third-party links and services

Our website may contain links to third-party websites, payment providers, shipping providers or other services.

We are not responsible for the content, policies, availability or practices of third-party websites or services.

Your use of third-party services may be subject to their own terms and policies.

15. Limitation of liability

Nothing in these Terms of Service excludes or limits our liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory rights as a consumer.

To the fullest extent permitted by law, we are not liable for indirect, incidental or consequential losses, including loss of profit, loss of business, loss of data or loss of opportunity.

Our liability for any order will not exceed the amount paid by you for the relevant product, except where the law does not allow such limitation.

16. Events outside our control

We are not responsible for failure or delay in performing our obligations where such failure or delay is caused by events outside our reasonable control.

This may include production delays, transport disruption, customs delays, courier delays, strikes, extreme weather, technical failures, supplier disruption, changes in law or other circumstances beyond our reasonable control.

Where such an event affects your order, we will contact you as soon as reasonably possible.

17. Changes to these terms

We may update these Terms of Service from time to time.

The latest version will be published on this page with the updated date.

The terms that apply to your order are the terms in effect at the time you place your order, unless a change is required by law or government authority.

18. Governing law

These Terms of Service are governed by the laws of England and Wales.

If you are a consumer living in another part of the United Kingdom, you may also have rights under the laws of that part of the United Kingdom.

19. Contact us

If you have any questions about these Terms of Service, your order or our products, please contact us:

ELLA SMILE LTD
Website: https://www.ella-smile.net/
Email: support@ella-smile.net
Registered Office: [Registered Office Address]