The TWC Guarantee
We put our money where your mouth is.
Finish the full treatment, let our team help along the way, and if you still don't see a visible difference, we'll refund your product in full. Every smile is different - so we'll be in your corner the whole way.
Why we stand by it
Our formula, not a white label
We developed our own 6.9% hydrogen peroxide formula rather than putting our name on someone else's.
Dentist approved
Dr Tony Dey of Teeth by Tony is our dental ambassador - the first dentist in New Zealand to put his name to a whitening brand.
Someone in your corner
Not seeing results? A whitening specialist works through it with you - your technique, your routine, even a re-treatment.
What we ask of you
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Complete the full treatment
Finish the full recommended treatment plan, using the product consistently and as directed.
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Talk to us during treatment
Not seeing results? Contact our team during your treatment so a whitening specialist can help - before the end, not after.
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Take before & after photos
Clear, comparable photos in natural daylight that meet our photo requirements below.
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Claim within 60 days
Submit your claim within 60 days of receiving your order.
That's the short version. The full terms are below, and they're what we go by.
Still have questions?
Ask Pearl for quick tips on getting the most from your treatment, or get in touch with our team.
The full terms
100% Money-Back Guarantee – Terms & Conditions
At The Whitening Co, we stand behind the quality of our products and are confident in the results they deliver. That’s why we offer a 100% Money-Back Guarantee if you do not see any visible whitening results after completing the full treatment as directed — and after working with our team to optimise your routine.
We know every smile is different, and we’re here to support you every step of the way.
How the Guarantee Works
1. Not Seeing Results? Contact Us Early
If you’re not seeing visible results partway through your treatment, or after a full treatment, please contact our team right away.
One of our whitening specialists will work with you to:
• Review your current routine
• Offer personalised advice or adjustments (may be minor tweaks, a partial or full re-treatment)
• Ensure proper technique and usage
• Maximise your results throughout the process
Note: Refunds are only considered after completing the full treatment and working with our team to ensure all steps were followed correctly. In some cases, this may involve completing an additional treatment cycle with our guidance.
2. Eligibility for Refund
You may be eligible for a full product refund if all of the following conditions are met:
• You have completed the full recommended treatment plan as per our product instructions
• You have used the product consistently and as directed
• You contacted our team during the treatment period for support if you were not seeing results
• You submit acceptable before and after photos that meet our requirements (see below)
3. Timeframe for Claims
All claims must be submitted within 60 days of receiving your order.
Before & After Photo Requirements
To fairly assess your claim, we require clear and comparable photos showing your teeth before and after completing treatment. These must meet the following criteria:
Lighting:
• Photos must be taken in natural daylight or bright, white lighting (not warm/yellow-toned or dim lighting)
• Both photos must be taken in similar lighting conditions to ensure an accurate comparison
• Avoid backlighting, shadows, or reflections that could distort the colour of your teeth
Framing:
• Photos must show your full, natural smile with lips parted to reveal the teeth
• Images must be in focus, unfiltered, and not digitally enhanced or altered
• Try to keep your angle and distance consistent between the before and after shots
Tip: The best results are usually captured in indirect daylight near a window, facing straight on.
If submitted photos are unclear or taken in inconsistent conditions, we may request new images before a claim can be processed.
What’s Not Covered
Our Money-Back Guarantee does not apply in the following situations:
• You did not complete the full treatment plan as instructed
• You did not contact our team for support during the treatment period
• Before and after photos do not meet the above requirements
• You were already at a very high shade of whiteness (where additional whitening is not possible)
• Whitening results are limited by dental work such as veneers, crowns, or composite fillings
• You are under 16, pregnant, or breastfeeding
How to Make a Claim
To submit a claim, please email info@whiteningco.nz with the subject line:
Money-Back Guarantee Claim
and include the following:
• Your full name and order number
• A short explanation of your experience
• Confirmation that you completed the full treatment
• Proof of communication with our team during treatment
• Your before and after photos, meeting the photo requirements above
Once received, our team will assess your claim and confirm whether it meets the eligibility criteria.
Refund Details
- Refunds apply to the product purchase price only and exclude shipping, duties, or third-party fees
- Refunds will be processed to your original payment method
- One refund per customer per product type (i.e. repeat claims for the same product are not eligible)
Photo Guide for Guarantee Claims
For the most accurate and fair assessment, please follow these simple steps when taking your before and after photos:
DO:
• Take photos in natural daylight (e.g. near a window during the day)
• Use consistent lighting for both photos
• Stand in the same position and distance from the camera
• Use a neutral background if possible (e.g. plain wall)
• Smile naturally, showing all visible teeth
• Ensure the photos are clear, in focus, and unedited
DON’T:
• Use filters or change photo brightness/contrast
• Use flash, backlight, or dim/yellow lighting
• Submit photos with lips closed or teeth obscured
• Take one photo in daylight and the other at night — consistency is key