Returns and Refund Policy

At Toothily, your satisfaction matters — but because our toothbrushes are hygiene-sensitive personal-care items, we must follow strict return and refund rules to keep customers safe and maintain product integrity.

This policy applies to both one-time purchases and subscription shipments.

1. Hygiene Policy (No Returns on Opened Products)

Due to health and safety standards:

Opened, used, or unsealed toothbrushes cannot be returned or refunded.

Once a toothbrush has been opened, it cannot be restocked or reused, so all sales of opened items are final.

This includes:

  • Toothbrushes with packaging opened
  • Toothbrushes that have been handled or tested
  • Subscription shipments already processed or delivered

2. Natural Bamboo Variation (Not Considered a Defect)

Our toothbrushes are made from real, sustainably harvested bamboo.
As a result, natural variation is expected and normal.

This includes:

  • Differences in color or wood grain
  • Slight engraving variation (darkness, sharpness, tone)
  • Minor texture differences in the bamboo handle

These characteristics are part of the product’s authenticity and do not qualify as defects.

3. Refund Window (10 Days)

You may request a refund or replacement within 10 days of delivery only if:

  • Your item arrived damaged,
  • Your order was incorrect, or
  • Your toothbrush has a verifiable manufacturing defect.

Requests made after 10 days may not be eligible.

4. Damaged or Defective Items

We stand behind the quality of every shipment.

If your order arrives damaged, defective, or incorrect:

Email contact@toothily.com with:

  • Your order number
  • Photos of the damage/issue
  • A brief description

Once verified, we will ask whether you prefer:

✔️ A replacement

or

✔️ A refund to the original payment method

(Your choice — per your preference.)

5. Subscription Shipments

Subscription renewals cannot be refunded once processed, including situations where:

  • You forgot to cancel
  • You didn’t update your address before renewal
  • You were charged but no longer want the shipment
  • You already received the shipment

To avoid unwanted shipments:

  • You may pause, skip, or cancel any time before your renewal date.
  • Renewals are final once processing begins.

6. Non-Returnable Situations

The following are not eligible for return/refund:

  • Opened toothbrushes
  • Subscription orders already processed
  • Address errors submitted by the customer
  • Natural variations in bamboo (color, grain, engraving variation)
  • Late change-of-mind requests
  • Packages marked as “Delivered” (see theft disclaimer below)
  • Items damaged after delivery (e.g., moisture, improper storage)

7. Package Theft Disclaimer (Strong)

Once the carrier marks your package Delivered, liability transfers to you.

We do not replace or refund packages that are:

  • Stolen from mailrooms, porches, apartments, or communal areas
  • Delivered to the correct address but cannot be located
  • Misplaced after successful delivery

If you believe a package was stolen, we recommend:

  • Checking with neighbors or building staff
  • Contacting the carrier
  • Filing any applicable claims

We will always try to assist, but replacements are not guaranteed.

8. International Orders

International customers are responsible for:

  • Customs fees
  • Import taxes
  • Duties
  • Any delays caused by customs inspection

Refunds are not issued for packages refused due to customs charges or delays.

9. Returns Lost in Transit

If we authorize a return and the return package is lost by the carrier, Toothily is not liable.
Please use a trackable shipping method.

10. Contact

For refunds, defects, or any support issues:
📩 contact@toothily.com

We typically respond within 1–3 business days.