Shipping & Returns

Shipping Information

We are committed to delivering your order quickly and efficiently, offering two primary delivery options to suit your needs:

Express Tracked Delivery (Free)

• We offer free express delivery on all orders.
• Delivery Time: Arrives within 2 to 3 business days after dispatch.
• Tracking: Tracking information will be provided via email so you can monitor your order’s progress.

Priority Express Tracked Delivery (£2.99)

• Delivery Time: Arrives within 24 to 48 hours of dispatch.
• Cut-Off Time: Orders placed before 12 PM (noon) on working days (Monday to Friday) are expected to arrive within 24 hours. For orders placed after 5 PM from Monday to Saturday, they will be dispatched the next working day, with delivery completed within 24-48 hours.
• Tracking: You will receive tracking information via email once your order is dispatched, allowing you to monitor your parcel.
• Weekend Orders: Orders placed after 5 PM on Saturday will be processed and dispatched on the following Monday.

Standard International Shipping (£2.99)

• Cost: £2.99

• Carrier: Royal Mail

• Delivery Time: Delivery times will vary depending on the destination country. Standard international shipping typically takes 3 to 5 business days.

• Tracking: Tracking information may not be available for international orders. Please contact support@pureglowteethwhitening.com for assistance if needed.

• Important Note: Standard international shipping is currently the only option available for international deliveries.

Returns Policy

At PureGlow, we want you to be happy with your purchase. However, if you need to return an item, we’ve outlined a simple process to ensure everything goes smoothly while protecting against misuse.

Eligibility for Returns

• Unopened Items: If you change your mind, you may return unopened and unused products in their original condition within 14 days of delivery. Please note, customers are responsible for the return shipping cost. Once the item is received and inspected, we will issue a full refund.
• Opened or Used Items: Due to hygiene reasons, we cannot accept returns of opened or used products unless the item is faulty or defective.

Faulty or Defective Products

• Proof of Fault: If your product arrives damaged or faulty, please contact us at support@pureglowteethwhitening.com within 7 days of delivery. To process your claim, you will need to provide photographic or video evidence of the defect.
• Inspection Required: If the provided evidence is inconclusive, we may ask you to return the item for further inspection. If the item is found to be defective, we will issue a replacement or full refund, including the cost of return shipping. If the product is not found to be defective, it will be returned to you at your expense.

Satisfaction Guarantee

We proudly offer a 100% satisfaction guarantee. If you are not satisfied with your results after completing the 14-day treatment, contact us for personalised advice or to initiate a return.

• Eligibility: To qualify for a refund under this guarantee, the product must have been used according to the instructions provided. We may request photos or information showing how the product was used before approving a refund.
• Return Shipping Costs: Customers are responsible for the return shipping costs for items returned under the satisfaction guarantee unless the product is found to be defective after inspection.

How to Make a Return

1. Contact Us: Email support@pureglowteethwhitening.com with your order number, reason for return, and any supporting evidence (e.g., photos or videos if claiming a fault).
2. Receive Return Instructions: Once your return is approved, we will provide you with instructions on how to return the product using Evri’s network. You can either:
   • Drop off the return at your nearest Evri Parcel Shop.
   • Arrange for an Evri Courier to collect the item from your address.
3. Return the Product: Package the item securely and use the provided return label. Make sure to keep the tracking number for your records.
4. Refund Process: Once the product is received and inspected, we will process your refund or send a replacement within 7 business days.

Return Shipping Costs

• Non-Defective Items: Customers are responsible for return shipping costs for non-defective products or those returned under the satisfaction guarantee.
• Defective Items: If the product is deemed faulty after inspection, we will cover the cost of return shipping.

Anti-Fraud Protection

To protect against fraudulent claims, we reserve the right to:

• Request proof of defect (e.g., photos or videos) before issuing refunds.
• Refuse service or refunds to customers who submit false claims or repeatedly misuse our return policy.