Shipping, Returns & Refunds
Shipping Information
We aim to get every order out quickly. All orders placed by 4.30pm Monday to Friday, or by 10.30am on Saturday, are dispatched the same day. This applies to free UK delivery, Express, Europe and United States orders.
Free UK Tracked Delivery
Free on every UK order, with no minimum spend. Sent with Yodel and usually arrives within 2 to 3 working days of dispatch. Tracking is emailed to you once your order is on its way.
Express Tracked Delivery (£1.99)
Sent with Royal Mail. Order by 4.30pm Monday to Friday, or 10.30am Saturday, and your order is dispatched the same day and usually arrives the next working day. Tracking is emailed to you once your order is on its way.
Orders outside the cut-off
Orders placed after 4.30pm on a weekday, after 10.30am on a Saturday, on a Sunday or on a bank holiday are usually dispatched on our next dispatch day.
Europe
European orders are sent by standard international post with Royal Mail. Standard delivery is €3,99 and usually arrives within 3 to 4 business days, and it is free on European orders of €40 or more. If you would like your order tracked, choose Tracked Delivery at checkout.
United States
United States orders are sent by standard international post and usually arrive within 5 to 8 business days. The delivery charge is shown in US dollars at checkout, and standard delivery is free on orders of $40 or more. If you would like your order tracked, choose Tracked Delivery at checkout. Import duties are included on United States orders, so there is nothing extra to pay on delivery.
Import charges are included on European orders too, so there is nothing extra to pay on delivery.
Delivery times are estimates and may vary during peak periods, courier delays, customs checks, bad weather or other circumstances outside our control.
For help with a delivery, email support@pureglowteethwhitening.com.
Returns Policy
At Pure Glow Teeth Whitening, we want you to feel confident in your purchase. Our returns process is designed to be fair while maintaining hygiene standards and protecting against misuse.
30-day change-of-mind returns
If you change your mind, you can return any unopened item within 30 days of the day your order is delivered. Just email us first so we can send you return instructions.
To be eligible for a change-of-mind return, the product must be unopened, unused, sealed, and in its original packaging.
This is longer than the 14-day cancellation period required by law, and it does not affect your statutory rights.
For hygiene and safety reasons, we cannot accept returns of opened or used teeth whitening products unless the item is faulty, damaged, defective, or incorrect.
Opened or used products
Opened or used teeth whitening products cannot be returned for change-of-mind reasons due to hygiene standards.
This does not affect your statutory rights if the product is faulty, damaged, defective, or not as described.
Faulty, damaged, defective, or incorrect items
If your product arrives damaged, defective, incorrect, or faulty, please contact support@pureglowteethwhitening.com as soon as possible and within 7 days of delivery where reasonably possible.
Please include your order number and clear photographic or video evidence of the issue.
If the evidence is inconclusive, we may ask you to return the item for inspection.
If the product is confirmed to be faulty, damaged, defective, or incorrect, we will offer a refund or replacement and reimburse reasonable return shipping costs where applicable.
If the item is inspected and not deemed faulty, damaged, defective, or incorrect, we may return it to you at your expense.
14-Day Two-Shade Guarantee
Confidence starts with trust, and Pure Glow Teeth Whitening is built around that.
We stand behind our PAP+ with hydroxyapatite whitening strips. If you complete the full 14-day treatment exactly as directed and do not achieve at least a two-shade improvement, you may be eligible for a full refund under our 14-Day Two-Shade Guarantee.
This guarantee is designed to protect genuine customers who use the product properly and give it a fair chance to work.
How to qualify
To be eligible for a claim under the 14-Day Two-Shade Guarantee, you must:
Use the product once per day for 14 consecutive days.
Follow the usage instructions provided with your order.
Apply the strips to clean, dry teeth.
Leave the strips on for the recommended time.
Avoid tea, coffee, red wine, smoking, vaping, strongly coloured drinks, and staining foods for at least 1 hour after each use.
Complete the full 14-day treatment before submitting a claim.
Submit your claim within 30 days of receiving your order.
Provide valid photo evidence as outlined below.
Photo evidence required
To assess a guarantee claim fairly, we require clear, unedited photo evidence showing your full treatment journey.
You must provide:
A clear before photo taken before your first use.
A clear photo after each daily application during the 14-day treatment.
A final photo taken after completing day 14.
Photos must be taken in similar lighting, from a similar angle, and at a similar distance where possible.
Photos must clearly show your teeth.
Photos must not be edited, filtered, enhanced, retouched, or digitally altered.
Date and time verification must be visible, or original file metadata must be retained.
Screenshots, filtered images, altered files, unclear photos, or photos taken in heavily different lighting may invalidate eligibility.
We may ask for additional information if the photos are unclear, inconsistent, missing, or do not allow us to fairly assess the result.
What may void eligibility
Your claim may be declined if:
You did not complete the full 14-day treatment.
You missed days or used the strips inconsistently.
You used the strips more than instructed or doubled up treatments.
You cannot provide the required photo evidence.
Photos are unclear, edited, filtered, altered, or taken in heavily different lighting.
The product was not purchased directly from Pure Glow Teeth Whitening.
The claim is submitted outside the guarantee window.
You used other whitening products during the same 14-day period.
You had dental treatment during the same period that affected the appearance of your teeth.
You did not follow the usage or aftercare guidance.
You are claiming for artificial teeth or dental restorations that cannot be whitened.
Artificial teeth and dental work
Pure Glow whitening strips are designed to lift stains from natural teeth.
They do not whiten or change the colour of crowns, veneers, implants, fillings, bridges, dentures, composite bonding, or other artificial dental restorations.
If you have artificial teeth or visible dental work, results may vary depending on how your dental work was originally colour-matched to your natural teeth.
If your artificial tooth was matched to your natural teeth before staining built up, whitening may help your natural teeth return closer to their original shade. However, the artificial tooth itself will not become whiter.
How to submit a guarantee claim
To submit a claim under the 14-Day Two-Shade Guarantee, please email support@pureglowteethwhitening.com.
Please include:
Your order number.
Your full name.
Your before photo.
Your daily progress photos.
Your final day 14 photo.
A short explanation of how you used the product.
Once received, we will review your claim fairly and respond as soon as possible.
Refund decision
Each claim is reviewed individually.
If your claim meets the guarantee requirements and shows that you did not achieve at least a two-shade improvement after completing the full treatment correctly, we may issue a full refund.
In some cases, we may offer a replacement box or guided second treatment before issuing a refund, especially where application technique, consistency, staining type, or photo quality may have affected the result.
Approved refunds will be returned to the original payment method.
Guarantee claims are separate from change-of-mind returns and must follow the 14-Day Two-Shade Guarantee terms above.
Opened and used products under the guarantee
Due to hygiene reasons, opened or used teeth whitening products cannot be returned for change-of-mind reasons.
Guarantee claims are assessed through the photo evidence process above and do not normally require the used product to be returned unless we specifically request it.
How to Make a Return
To start a return, please email support@pureglowteethwhitening.com with your order number, reason for return, and any supporting evidence where applicable.
Once your return request has been reviewed and approved, you will receive instructions on how to return the product.
Please package the item securely and retain proof of postage.
For change-of-mind returns, the item must be unopened, unused, sealed, and in its original packaging, and returned within 30 days of delivery.
Refunds or replacements will be processed within 7 working days of receiving and inspecting the returned item, or receiving valid proof of return where applicable. Please note that payment providers may take additional time to return funds to your account.
Return Shipping Costs
Customers are responsible for return shipping costs for non-defective change-of-mind returns.
If a product is confirmed to be faulty, damaged, defective, or incorrect, we will cover or reimburse reasonable return shipping costs where applicable.
Guarantee claims are assessed using photo evidence and do not normally require the product to be returned unless we specifically request it.
Discounts
Discount codes must be entered at checkout before completing your purchase.
To apply a discount, add your items to cart, proceed to checkout, and enter your code in the designated discount code field.
Only one discount code may be used per order unless otherwise stated. Discount codes cannot be applied retrospectively once an order has been placed.
Fraud Protection
To protect the integrity of our guarantee and returns policy, we reserve the right to request evidence before issuing refunds, decline claims that do not meet the stated criteria, and refuse service in cases of suspected misuse, abuse, or fraudulent activity.
We may decline claims where evidence appears edited, misleading, inconsistent, incomplete, or where the policy requirements have not been followed.
Nothing in this policy affects your statutory rights.