Refund policy

We want you to love your TWC products — but if something isn’t right, we’re here to help.

Standard Return Window

We offer a 30-day return policy. This means you have 30 days from the date you receive your item to request a return.

Return Eligibility

To be eligible for a return:

• The item must be unused, unopened, and in the same condition you received it

• It must be in its original packaging

• You’ll need to provide a receipt or proof of purchase

To start a return, please contact us via the contact form on our website. Once your return is approved, we’ll send return instructions and a return shipping label.

Please do not send items back without prior approval — they won’t be accepted.

 

All returns must be sent to:

The Whitening Co

4 Ponsonby Road

Grey Lynn, Auckland 1011

New Zealand

Damaged or Incorrect Items

If your item arrives damaged, faulty, or you received the wrong product, please contact us straight away so we can make it right.

Non-Returnable Items

Due to hygiene and safety reasons, we cannot accept returns on:

• Teeth whitening kits, gels, or any opened/oral care products

• Items that have been used or opened

• Gift cards

• Custom or made-to-order products

• Items purchased on sale or during promotional offers

If you believe your item is faulty or not as described, please contact us — we’ll always do our best to resolve the issue fairly.

Exchanges

If you’d like to exchange an item, the fastest way is to complete a return and place a new order once your return has been accepted.

European Union Customers

If your order was shipped to a country in the European Union, you have the right to cancel or return your order within 14 days, for any reason. The item must be unused, in original packaging, and include proof of purchase.

 

Refunds

Once your return is received and inspected, we’ll notify you whether your refund is approved.

If approved, you’ll be refunded to your original payment method within 10 business days. Please allow time for your bank or credit card provider to process the refund.

If more than 15 business days have passed since your return was approved and you haven’t received your refund, please contact us via the contact form.