Refund and Return Policy

Thank you for shopping at SwinSoft Limited. We want you to be completely satisfied with your purchase. If you are not entirely happy with your 3-in-1 Sonic Electric Toothbrush & Water Flosser Combo, we are here to help. As our products are personal hygiene medical-grade items, we maintain a clear policy to protect the health and safety of our customers while ensuring a fair and transparent return process.

1. Returns

Eligibility Window

You have 15 calendar days from the date you received your item to request a return.

Return Conditions

Due to strict hygiene regulations, personal oral care products must meet the following criteria to be eligible for a return and full refund:

  • The item must be unused, unopened, and in the same condition that you received it.
  • The product must remain sealed in its original, tamper-evident manufacturer packaging.
  • All original box contents, including the device body, the 4 replaceable toothbrush heads, high-pressure nozzle, dental cleaning head, detachable hose, USB-C cable, and instruction manuals must be returned intact.
  • You must provide the receipt, order number, or proof of purchase.

Note: If the product packaging has been opened, unsealed, or the device has been tested/used in the mouth, we cannot accept it for a return or refund due to health, safety, and sanitary constraints.

2. Defective, Damaged, or Incorrect Items

If your item arrives damaged during transit, or if you encounter a technical defect with the sonic motor, water pumping mechanism, or charging ports upon arrival, please contact us immediately.

For defective or damaged items:

  • Contact our support team within 7 days of delivery.
  • Provide your order number along with a brief description and photo/video verification of the defect.
  • We will provide a pre-paid return shipping label and issue a brand-new replacement unit or a full refund at no additional cost to you.

3. Return Process

To initiate a standard return, please follow these steps:

  • Contact our customer service team using the contact details listed below to request a Return Merchandise Authorization (RMA) and the correct return shipping address.
  • Securely pack the unopened product in its original box and place it inside a protective shipping mailer or box.
  • Mail the package to our designated return facility using a trackable shipping service.

Unless the item is defective or arrived damaged, you will be responsible for paying your own shipping costs for returning your item. Return shipping costs are non-refundable.

4. Refunds

Once we receive your returned package at our facility, our quality control team will inspect the item to verify that it remains unopened and unused.

  • Approval: If your return is approved, we will immediately initiate a refund to your original payment method (Credit/Debit Card, Stripe, or PayPal).
  • Processing Time: You will receive the credit within a certain amount of days, depending on your card issuer's internal processing policies (typically 5 to 10 business days).
  • Rejection: If the item is found to be used, opened, or missing components, we will notify you via email, and the item will be ineligible for a refund.

5. Contact Us

If you have any questions on how to return your item, or if you need assistance with a technical issue, please reach out to us:

Business Name: SwinSoft Limited

Address: 88 Groundwell Road, Swindon, Wiltshire, United Kingdom, SN1 2NB

Phone: +44 74506 24385