Refund policy

Last updated: 16 April 2026

Thank you for shopping with Hollywood Smile Lab. We want you to be satisfied with your purchase. Please read our policy below regarding returns, refunds, replacements, and cancellations.

1. Contact Information

If you have any questions regarding your order, please contact us:

Email: support@hollywoodsmilelab.com
Address: Rua da Conceição 13 A, 4490-507 Póvoa de Varzim, Portugal

2. Change of Mind Returns

If you change your mind after receiving your order, you may request a return within 14 days of delivery, in accordance with applicable consumer laws.

To be eligible:

The item must be unused, unopened, and in its original packaging.
The item must be in resalable condition.
Proof of purchase is required.

For hygiene and safety reasons, we cannot accept returns of opened oral care, whitening, or personal-use products unless they are faulty or incorrect.

3. Faulty, Damaged, or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.

Please include:

Your order number
A description of the issue
Clear photos of the product and packaging

Once reviewed, we may offer:

A replacement product
A full refund
A partial refund
Store credit (where appropriate)

4. Refund Process

Once your returned item is received and inspected, we will notify you of the outcome.

If approved, refunds will be processed to your original payment method within 5 to 10 business days. Processing times may vary depending on your bank or payment provider.

Shipping costs are non-refundable unless the return is due to our error or a faulty product.

5. Return Shipping

Unless the product is faulty, damaged, or sent in error, customers are responsible for return shipping costs.

We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items without tracking.

6. Order Cancellations

Orders may be cancelled only before they have been processed or dispatched. Once shipped, the order must follow the standard return procedure.

To request cancellation, contact us as soon as possible at support@hollywoodsmilelab.com.

7. Non-Returnable Items

The following items cannot be returned unless faulty or legally required:

Opened hygiene or oral care products
Personalized or custom-made products
Gift cards
Promotional or free items

8. EU Consumer Rights

If you are purchasing as a consumer within the European Union, your statutory rights under applicable consumer protection laws remain unaffected by this policy.