Returns & Exchanges
Not happy with your Smyle? Then let's sort it. Below is exactly what you can send back, how to do it, and when your money lands.
Two Windows, That's All
Choose your product category below to understand the specific return window and conditions that apply.
- Full 60-day trial for electric products
- If it's not for you, return it hassle-free
- Opened, tested, or used – no problem
- Must be unopened and in original condition
- 14 days from delivery to request return
- Seal broken? Then we're not allowed to take it back
One Email, We Do The Rest
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1
Email us
TOhello@wesmyle.comSUBJECTRETURN #SMYLE000000-
Your order number so we can find your order quickly
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Which product you'd like to return
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When you received it to confirm it's within the return window
We'll respond within 48 hours with your prepaid return label.
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2
You get your label
After you email us, we'll send you a prepaid return label. Print it, attach it to your parcel, and drop it off at any post office. The label costs € 6.95 and will be deducted from your refund (free if the return is due to an error on our part).
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3
Money back
Once we receive your return, we'll process your refund usually within 3 working days, and within 14 days at the latest.
Common questions
Common questions
Our return label costs € 6.95. We take that off your refund, so there's nothing to pay upfront.
Free when it's on us. If your product is faulty, wrongly sent or arrived damaged, we send a free label.
Rather sort it yourself? That's fine, with any courier you like and at your own cost. Send it to the address at the bottom of this page and keep your proof of postage until the money is back in your account.
Yes, and the label is on us. Wrong colour, wrong model, or you'd simply rather have something else — as long as the packaging is still sealed we'll swap it, and you don't pay for the return.
How it works: email us with the subject EXCHANGE and your order number, and tell us what you'd like instead. We send a free return label and ship your replacement as soon as your parcel is on its way back, so you're not waiting on a refund first.
Is the new product more expensive? We'll send a payment link for the difference. Cheaper? We refund the difference.
Already used your e-brush? Then we can't swap it — hygiene again. But the 60-day trial period still covers you: send it back for a refund and place a new order.
That's on us, and it's free to put right. Email us with the subject WRONG ITEM and your order number, and add a photo of what you received — including the packing slip if it's still in the box.
We'll send the correct product straight away, along with a free return label for what you did receive. You don't wait for a refund and you don't pay for shipping.
Something missing from the parcel? Same thing — photo of the box and its contents, and we'll ship what's missing. No need to return anything.
We start the refund as soon as your return reaches us. Usually within 3 working days, and legally within 14 days at the latest.
You always get it back via the method you paid with: iDEAL, card, PayPal, Klarna or Bancontact.
Paid with Klarna? Klarna handles the refund. We clear it on our side, after which it can take a few more days to show in the Klarna app. If a payment instalment is still running, it pauses as soon as the return is registered.
What about the original delivery cost? If you cancel your whole order within 14 days of receiving it, you get the standard delivery cost back too. If you only send part of it back, the delivery cost stays. If you chose a faster, pricier delivery option, we refund the amount of our standard delivery.
Try this first. Nine times out of ten it's the brush head: a rattling or harsh sound, or a head that lifts. Click a new one on and see if it goes away. That saves you a return.
Still faulty? Email hello@wesmyle.com with your order number and a short video or photo. A video of the sound helps us enormously.
Within 60 days you choose: a new e-brush or your money back, faulty or not. After that, every product carries a two-year legal guarantee — if it's defective we repair or replace it at no cost. If a fault appears in the first year after delivery, it's assumed to have been there from the start, so you don't need to prove anything.
This doesn't cover drop damage, water damage through a cracked casing, damage caused by a charger other than the one supplied, or normal wear of the brush head.
Not shipped yet? Email us as soon as you can at hello@wesmyle.com with the subject CANCEL and your order number. We ship fast, so be quick — it usually works if you email within a couple of hours.
Already on its way? Then we can't stop it. You can refuse the parcel at the door, or send it back using the steps above.
Ordered the wrong colour or variant? Don't send it back — see "Can I exchange it for something else?" above. That's faster and the label is free.
You can do it yourself in your account under Subscriptions: skip a delivery, move the date, change how often it comes, or cancel entirely. Changes take effect straight away.
Already charged and shipped? We can't pull that delivery back, but we'll stop your subscription immediately so nothing else follows. Unopened products from that delivery can still go back within 14 days.
Stuck? Email us at hello@wesmyle.com with the subject SUBSCRIPTION
Opened toothpaste tabs, tubes and brush heads — a broken seal means no second life, hygienically.
Products broken by a drop, an accident or misuse.
Gifts and free products from a promotion.
Replacement products we sent you under warranty.
Not sure whether your case counts? Just email us. We look at every situation and we're rarely stricter than we need to be.
United Kingdom: the same 60-day and 14-day windows apply. Your return label costs £ 5.95 and carries the customs paperwork.
Switzerland and Norway: the same windows again, but your parcel crosses a customs border on the way back. Email us and we'll send a label with the paperwork already on it. If you arrange your own courier, declare the parcel as returned goods so it isn't charged as a new import.
The address is the same wherever you are — every return comes to our warehouse in the Netherlands. Only the label price differs.
If you use our return label the address is already on it. If you're arranging it yourself, send to:
Smyle BV
Postbus 115
1700 AC Heerhugowaard
The Netherlands
Write your order number clearly on or inside the parcel. Without it we can't match your return to your order.
Right of withdrawal
Alongside our own 60-day trial period, you always have your rights as a consumer in the EU.
You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period expires 14 days from the day on which you, or a third party other than the carrier indicated by you, acquires physical possession of the goods. If your order is delivered in separate parts, the period runs from the day you receive the last part.
To exercise your right of withdrawal, inform us — Smyle B.V., Hannie Dankbaarpassage 14, 1053 RT Amsterdam, The Netherlands, hello@wesmyle.com — of your decision by an unequivocal statement. An email with the subject WITHDRAWAL and your order number is enough. You may use the model withdrawal form below, but it is not obligatory. To meet the deadline, it is sufficient that you send your communication before the withdrawal period has expired.
Effects of withdrawal
We will reimburse all payments received from you, including the costs of delivery, without undue delay and no later than 14 days from the day on which we are informed of your decision to withdraw. This excludes any supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery we offer. We will use the same means of payment you used for the initial transaction, and you will not incur any fees as a result. We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is earlier.
You must send back the goods without undue delay and no later than 14 days from the day you communicate your withdrawal. You bear the direct cost of returning the goods: € 6.95 with our label, taken off your refund. If the product is faulty or wrongly sent, we cover it. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning. We do not apply this within the 60-day trial period on our electric products.
When the right of withdrawal does not apply
The right of withdrawal does not apply to sealed goods which are not suitable for return for reasons of health protection or hygiene, if the seal has been broken after delivery. For us that means toothpaste tabs, toothpaste tubes and brush heads.
Legal guarantee
Separately from withdrawal, every product carries a two-year legal guarantee. If your product is not as it should be, you are entitled to repair, replacement or a refund at no cost. In the first year after delivery, a fault is presumed to have existed at the time of delivery. Nothing on this page affects these rights.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
— To Smyle B.V., Hannie Dankbaarpassage 14, 1053 RT Amsterdam, The Netherlands, hello@wesmyle.com:
— I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)
— Ordered on (*)/received on (*)
— Name of consumer(s)
— Address of consumer(s)
— Signature of consumer(s) (only if this form is notified on paper)
— Date
(*) Delete as appropriate.
Still Stuck?
Just email us. Our Customer Happiness Team replies within one working day, usually sooner.
hello@wesmyle.com
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