Refund policy
USMILE RETURN AND REFUND POLICY
Last updated:【23/Apr/2026】
Usmile’s Money-Back Guarantee
At usmile, your satisfaction is our top priority. That's why, in addition to your statutory rights, we are proud to offer a 90-day money-back guarantee when you purchase any usmile device through our official Website (“Product”). If, within 90 days of your purchase from our official Website, you are not satisfied with the Product, you may return it for a refund, subject to the conditions set out in Section 1 and 2. The entity responsible for this Return and Refund Policy is Usmile Trading (HK) Co., Limited.
Section 1 Money-Back Guarantee
We strive to design and manufacture products that meet your needs, and we are confident that you will enjoy our offerings. However, we understand that occasionally, your expectations may not be met. If this is the case, please apply for a return within 90 natural days of product delivery, and familiarize yourself with the following terms and conditions related to product returns and exchanges.
CLEARANCE ITEMS, INCLUDING MYSTERY BOX PURCHASES, ARE FINAL SALE AND ARE NOT ELIGIBLE FOR RETURNS OR EXCHANGES.
Section 2 Conditions for Returns
2.1 Returned items must be purchased from the usmile official website: usmile.us. Products bought from offline stores or other channels are not eligible for returns under these terms and conditions. If you bought a Product from Amazon or other authorised retailers, please contact the respective retailer to raise a return request.
2.2 Unless otherwise expressly provided in this Policy or required by applicable law, only Products that are unused, unopened, in their original condition, and returned with all original packaging, accessories, manuals, gifts, and other items originally included with the order are eligible for a refund under our Money-Back Guarantee. Products that have been opened or used are not eligible for return under the Money-Back Guarantee. Failure to meet these conditions may result in the reduction of the refund amount or refusal of your return request, in accordance with the Refund Criteria set out in Section 5 below and to the extent permitted by applicable law.
2.3 To request a return and refund for your Product, please contact our online customer service or our customer service team at service@usmile.com for consultation, and include the below details in your request:
(A) a valid proof of purchase;
(B) the relevant order number and Product model;
(C) your specific request, for example the quantity of Products you would like to return, whether you request a refund or Product exchange, and the desired color and model if you request an exchange;
(D) clear photos of the Product with sufficient details for us to assess its condition;
(E) if you request a return under our Money-Back Guarantee: your reason of dissatisfaction;
(F) your contact details;
(G) if you have kept the original packaging, include clear photos showing its condition.
(H) you may choose to return the Product to usmile using the service provided by our designated shipping partner, in which case we will send you a pre-paid shipping label and deduct the relevant costs from the refund in accordance with our Refund Criteria set out in Section 5 below;
2.4 If we provide a pre-paid shipping label, you must return your Products to us within three (3) days of receiving the pre-paid shipping label. Returned items from the same order that are approved for return must be sent back together in a single shipment, unless otherwise agreed by us in writing. We may reject or reduce the refund for unauthorized split returns to the extent permitted by applicable law.
2.5 Please ensure that you pack your Product securely in a box (please use the original box in which the Product was delivered to you if it is still available), and affix the shipping label provided by us (where applicable) to the outside of the box. Our warehouse will inspect each returned item according to the "Conditions for Returns" above. If the returned goods meet the applicable return criteria, we will issue the refund amount determined under Section 5 to your original payment method.
2.6 We require that the return is sent via a signed-for courier (a courier that provides a Proof of Delivery, or POD). Without this, the warehouse will not be able to track the package, which may result in the inability to process a refund.
Section 3 Damaged Products
3.1 We inspect our Products before shipment to help ensure quality. However, in limited cases, a Product may be damaged during shipping or due to other unforeseen circumstances.
3.2 If you receive a Product that is damaged, broken, stained, or otherwise arrives in an unsatisfactory condition, please refrain from using it and take photos of the Product, the packaging, and any visible damage as soon as reasonably possible after delivery. Please send the photos, together with your order details, to our customer service team at service@usmile.com, within fifteen (15) days after delivery so that we can review your claim and, where appropriate, arrange a replacement, refund, or other suitable remedy. While we strive to address all issues promptly, earlier reporting may help us resolve the issue more efficiently.
3.3 We may request that you return the damaged Product, together with its original packaging and included items where reasonably available, so that we can investigate the issue and help prevent recurrence. If we ask you to return the damaged Product and the claim is verified as a damaged-on-delivery or shipping-related issue, we will provide reasonable return instructions and, where applicable, a prepaid return shipping label.
3.4 This process for damaged Products does not affect your rights under the applicable law in respect of any Products which are of unsatisfactory quality, not fit for purpose or not as described, nor your rights under any warranty we provide for the Products.
Section 4 Free Gifts and Promotional Offers
4.1 We occasionally offer promotional offers and free gifts with purchase. Please carefully read the terms and conditions of the promotions to learn about any special rules for return and refund.
4.2 In principle:
(A) if you would like to return a Product for which you received a free gift, you must also return the free gift in order to receive a refund for your Product, unless otherwise specified in the terms and conditions of the promotion;
(B) if you would like to return a Product sold as part of a promotional bundle package, the amount of refund will be calculated in accordance with the terms and conditions of the promotion. For example, if it is a “Buy 2, Get 1 Free” promotion and you would like to return only one Product, the returned Product may be deemed as a free gift which is not entitled to refund.
Section 5 Refund Criteria
5.1 We guarantee a full refund of the product value for the below circumstances. Original shipping charges, express shipping charges, and any third-party or optional service fees already used by you (such as shipping insurance) are non-refundable, except where otherwise required by applicable law. If you choose to return the Product using our designated return method, the return shipping fee will be deducted from your refund in accordance with this Policy:
(A) purchase orders canceled before being shipped to the customer;
(B) Products received in an incorrect model or colour (not based on personal subjective feelings), provided that the Product is unused and the issue is reported to us within fifteen (15) days after delivery; and
(C) damaged Products that are damaged, broken, or stained upon delivery and reported to us within fifteen (15) days of delivery.
5.2 For returns pursuant to our Money-Back Guarantee
(A) For the avoidance of doubt, our Money-Back Guarantee applies only to voluntary returns based on customer preference or dissatisfaction, and does not apply to returns arising from our error, defective Products, Products damaged in transit, or any other circumstances where a remedy is required by applicable law.
(B) Returns will not be accepted if:
(1) the Product has been opened, used, activated, or altered;
(2) the original Product, accessories, manuals, cables, gifts, or any other items originally provided with the Product are missing or damaged;
(3) the Product exhibits physical damage or obvious misuse by the user; or
(4) the Product appears stained, scratched, soiled, or otherwise not in its original condition.
(C) To ensure a smooth return process, we may provide you with a prepaid return shipping label. A standard return shipping fee will be deducted from your refund under our Money-Back Guarantee. This fee is the responsibility of the customer and no additional payment is required at the time of return.
(D) We will issue your refund under our Money-Back Guarantee only after we confirm that your returned Product meets the relevant return criteria. After we process the refund, the time it takes for the refund to be reflected in your bank or payment account may vary depending on your bank or payment service provider. If you do not see the refund reflected within a reasonable period after we process it, please first check with your bank, credit card company, or payment service provider for any processing delay before contacting our customer service team.
(E) If a returned Product does not meet the applicable return conditions under this Policy, any refund may be reduced or denied to reflect any diminished value of the Product, missing items, signs of use, damage, or additional processing costs, to the extent permitted by applicable law.
(F) Without limiting Section 5.2(E), we may deny or reduce a refund if the returned Product is damaged during return due to accident, neglect, unreasonable use, or improper return packaging, or if the returned Product is lost in transit during return for reasons not attributable to us, to the extent permitted by applicable law.
5.3 All refunds will be remitted to your original payment method, unless you have expressly agreed otherwise. We may withhold reimbursement until we have received the returned Product(s) back and confirmed that the applicable return conditions and refund criteria under this Policy have been satisfied.
Section 6 Exchanges
If you request an exchange for a customer-initiated reason, such as ordering the wrong model, color, or specification, or due to a change in personal preference, you must first return the original item in accordance with our return requirements. The replacement item will be shipped only after we have received and inspected the returned item and confirmed that it meets the applicable exchange conditions. We do not ship replacement items before the original item is returned and verified.
Section 7 Cancellations Before Shipment
Before shipment, usmile may cancel an order if we are unable to process or fulfill it for legitimate operational, verification, compliance, or risk-related reasons, including but not limited to the following:
a. the order, shipping, payment, or other related information provided is inaccurate, incomplete, or cannot be verified;
b. we reasonably suspect fraud, unauthorized activity, abnormal transactions, unlawful conduct, or a risk relating to the legality of the funds used for the order;
c. cancellation is required by applicable law, regulation, court order, or governmental authority; or
d. the order cannot be fulfilled due to inventory shortages, shipping restrictions, system errors, or other circumstances beyond our reasonable control.
If an order is canceled, we will issue a refund for the canceled item(s) to the original payment method as soon as reasonably practicable and as required by applicable law.
Section 8 Cancellation Policy
Because orders begin processing promptly after placement, we generally cannot accommodate cancellation requests once an order has been submitted. However, if we are unable to ship your order within the promised time frame, or, if no time frame is stated, within 30 days after receipt of a properly completed order, we will notify you and provide any options required by applicable law, which may include consenting to a delay or canceling the unshipped portion of the order for a prompt refund.
Section 9 Contact Us
For any questions, please contact our online customer service or email us at service@usmile.com for assistance.
Section 10 Fair Use
We closely monitor return activities to ensure compliance with our policies. Multiple return attempts from the same household, address, or account within a short period may be flagged as suspicious and could indicate potential fraudulent activity.
In such cases, we reserve the right to:
(A) Deny additional return requests;
(B) Deactivate the associated account, and
(C) Pursue legal action if warranted, including claims for fraud, which may result in legal consequences.
If you believe an error has been made, please contact our customer service team. We are committed to reviewing your case and providing clear resolution.
Section 11 Limitation of Liability
To the fullest extent permitted by applicable law, usmile’s total liability arising out of or in connection with this Return and Refund Policy, including but not limited to claims for refunds, exchanges, or any losses or damages related to the return process, shall be strictly limited to the original purchase price paid by you for the returned product(s).
In no event shall usmile, its affiliates, officers, directors, employees, agents, suppliers, or licensors be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages (including, without limitation, damages for loss of profits, revenue, data, use, goodwill, or other intangible losses) arising out of or relating to this Return and Refund Policy or the return of products, regardless of the legal theory, even if usmile has been advised of the possibility of such damages.
The limitation of liability applies to all claims of any kind related to the Return and Refund Policy, whether based on contract, tort (including negligence), strict liability, or any other legal theory.