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.
Our electric products are yours to try properly. Anything that goes in your mouth we can only take back unopened — that's not us being difficult, that's hygiene. Sending it back costs € 6.95, unless something's wrong with your product.
We don't use a returns portal. You email us, we send you a label. Put the right things in that email and one message is enough.
Send an email with the subject line below. It gets your message straight to the right person.
A reason is welcome but not required. We do read all of them.
Within one working day we'll email you a tracked return label. Print it, stick it on the parcel and drop it off at a parcel point. Done.
The label costs € 6.95, which we take off your refund. If the product is faulty or we sent the wrong thing, the label is free.
No printer? Say so and we'll send a QR code they can scan for you at the counter.
Once your parcel reaches us, we refund to the same payment method you used. Usually within 3 working days, and within 14 days at the latest.
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. That costs you nothing.
Rather sort it yourself? That's fine, with any courier you like and at your own cost. Send it to the address further down and keep your proof of postage until the money is back in your account.
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.
We may hold the refund until we've received the goods back or you've shown proof that you've sent them, whichever comes first.
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.
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 #SMYLE000000. 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? Let us know before you send anything back. As long as the packaging is sealed, we'll swap it free of charge — no waiting for a refund and reordering.
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 SUBSCRIPTION with your order number and we'll do it for you.
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: we have a separate UK page with your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Switzerland and Norway: the same 60-day and 14-day windows apply, but your parcel crosses a customs border on the way back. Email us and we'll send a label with the customs 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.
Alongside our own 60-day trial period, you always have your rights as a consumer in the EU. Here they are in full.
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, you must 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.
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.
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.
(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.
Just email us. Our Customer Happiness Team replies within one working day, usually sooner.
hello@wesmyle.com
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