Refund policy

Our Commitment to You

Every product from The Dental Shaman is designed, tested, and dispatched with care. If something is not right with your order, we want to know and we will do everything reasonable to put it right. Please read this policy carefully before purchasing. It exists to protect both you as a customer and the integrity of our brand.

Before You Buy

We encourage all customers to read product descriptions and FAQs thoroughly before placing an order. If you have any questions about whether a product is right for you, please reach out before purchasing. We prefer you contact us through the live chat directly on our shop as it is the fastest way to get a response. You can also reach us by email at shop@thedentalshaman.com. We are happy to help you make the right choice.

Our Fulfilment Model and No Return Required Policy

Our products are dispatched from our international fulfilment centre. Due to the personal hygiene classification of our products and the nature of international fulfilment, we operate a No Return Required policy.

This means that in the event of a genuine fault, damage, or issue with your order, we resolve your case directly without requiring you to ship the product back to us.

This saves you time, cost, and inconvenience. We ask that you provide evidence of the issue, which we will review and respond to within 2 to 5 business days.

How Every Return Situation is Handled

How We Prevent Fraudulent Claims

Before any replacement, store credit, or refund is issued, the customer must provide a photo or short video clearly showing the specific fault or damage. This is standard industry practice and is fully defensible in any dispute or chargeback.

If a customer cannot or will not provide the required evidence, no resolution will be offered. This protects both the business and genuine customers from fraudulent claims.

Change of Mind Returns

Due to the personal care and hygiene nature of our products, we are unable to offer cash refunds for change of mind once an order has been dispatched. Store credit to the value of your purchase may be offered within 14 days of delivery at our discretion, applied on a case by case basis.

Your Consumer Rights by Country

We ship internationally and we respect the consumer protection laws of every country we sell to. The rights below apply based on where your order is delivered. Where local law provides stronger rights than this policy, your local law takes precedence.

United Kingdom

Orders delivered to the UK are protected under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, and the Digital Markets, Competition and Consumers Act 2024, which came into full force on 6 April 2025.

Under the Consumer Rights Act 2015, any product you purchase must be of satisfactory quality, fit for purpose, and as described. Within the first 30 days you have the right to a full refund for a faulty product. Between 30 days and six months, we must be given one opportunity to repair or replace before a refund becomes available.

The Consumer Contracts Regulations 2013 give you a 14-day cancellation right for online purchases. However, under Regulation 28(3)(b), goods that have been opened or used are exempt from this right where they are sealed for hygiene or health protection reasons and that seal has been broken. Our products are personal oral hygiene devices and fall within this exemption once opened.

The Digital Markets, Competition and Consumers Act 2024 introduced strengthened enforcement powers, giving the CMA the ability to fine businesses up to 10% of global annual turnover for consumer law breaches. We comply with all provisions of this Act in full.

Nothing in this policy removes or limits your statutory rights. Where any conflict exists between this policy and your legal rights, your legal rights prevail.

European Union

Orders delivered within the European Union are protected under the Consumer Rights Directive 2011/83/EU and its subsequent amendments, which together establish the baseline rights for all consumers purchasing from online retailers across EU member states.

Under this Directive, you have the right to cancel a distance purchase within 14 days of receiving your order, for any reason and without penalty.

You must notify us of your intention to cancel within that 14-day window. However, under Article 16(e) of the Directive, goods that are sealed for hygiene or health protection reasons and have been unsealed after delivery are exempt from the right of withdrawal.

Our products are personal oral hygiene devices. Once opened and used they fall within this exemption and are not eligible for return under the cancellation right.

If a product you receive is faulty, not as described, or does not conform to the contract of sale, you are entitled to a remedy regardless of any other terms in this policy.

The Sale of Goods Directive 2019/771/EU provides a two-year guarantee period for faulty goods sold to EU consumers. Within the first year, the fault is presumed to have existed at the time of delivery. You may be entitled to repair, replacement, a price reduction, or a full refund depending on the nature and severity of the fault.

From June 2026, Directive (EU) 2023/2673 requires online retailers selling to EU consumers to provide a clearly labelled digital withdrawal function, making it easier to exercise your cancellation right directly through the shop interface. We will comply with this requirement ahead of the applicable date.

Nothing in this policy removes or limits any right you hold under EU consumer law. Where any conflict exists between this policy and your legal entitlements, your legal entitlements prevail. For cross-border disputes, the European Consumer Centres Network (ECC-Net) provides free assistance and resolved over EUR 9 million in consumer disputes in 2024 alone.

United States

Orders delivered to the United States are governed by federal and state consumer protection law. At the federal level, the Federal Trade Commission (FTC) enforces Section 5 of the FTC Act, which prohibits unfair or deceptive business practices including misleading product descriptions, hidden fees, and false urgency claims. We comply with all FTC requirements in full.

There is no single federal right of return in the US. Refund and remedy rights are governed by our stated policy, your state's consumer protection laws, and your card issuer's chargeback rights where applicable.

At the state level, privacy rights vary significantly. By 2025, over 20 states have enacted comprehensive privacy legislation.

California residents have rights under the California Consumer Privacy Act (CCPA) including the right to know what personal data we hold, the right to request deletion, and the right to opt out of the sale of personal information. We honour these rights for residents of all states with applicable privacy legislation.

If you receive a product that is faulty, not as described, or damaged, contact us at shop@thedentalshaman.com or via live chat within 14 days of delivery and we will provide a remedy. Where your state law provides stronger rights than this policy, those rights take precedence.

Australia

Orders delivered to Australia are protected under the Australian Consumer Law (ACL), which applies to all businesses selling to Australian consumers including international online retailers. Consumer guarantees under the ACL are automatic and cannot be excluded, restricted, or modified by any store policy or terms and conditions. This means our policy does not override your ACL rights and any clause in this document that appears to do so does not apply to you.

Under the ACL, if a product fails to meet a consumer guarantee, your remedy depends on the nature of the failure. For a major failure you are entitled to choose a replacement, refund, or compensation for the reduction in value. For a minor failure we are entitled to choose to repair, replace, or refund. In either case we cannot refuse to provide a remedy.

It is illegal under the ACL for a business to tell you that you are not entitled to a remedy, or that you must deal with the manufacturer rather than us. You can always come directly to us. The ACCC actively enforces these rights and penalties for businesses that misrepresent consumer guarantee entitlements now reach up to AU$50 million for companies. For further information on your rights visit consumer.gov.au.

If you are an Australian customer with a product issue, contact us at shop@thedentalshaman.com or via live chat within 14 days of delivery and we will provide a remedy in line with both this policy and your full ACL rights.

Canada

Orders delivered to Canada are subject to both federal and provincial consumer protection legislation. Canada does not have a single national consumer protection law. Rights vary by province and in some cases are among the strongest in North America.

At the federal level, the Competition Act prohibits misleading and deceptive business practices including false claims about products, their quality, or consumer rights. These protections apply to all online purchases made by Canadian consumers regardless of where the seller is based. The Competition Bureau is the federal body responsible for enforcement.

At the provincial level, key protections include cooling-off periods for distance purchases in most provinces, the right to a remedy for goods that are faulty or not as described, and prohibitions on unfair or unconscionable business practices. Quebec operates under its own Consumer Protection Act, which was amended in January 2025 to increase administrative penalties and introduce new warranty provisions for certain product categories. Ontario, British Columbia, and Alberta each have their own Consumer Protection Acts with specific rights for online purchases.

For a full overview of consumer protection legislation across all Canadian provinces visit ised-isde.canada.ca.

If you are a Canadian customer and you believe your provincial rights entitle you to a remedy beyond what is stated in this policy, those rights take precedence. Contact us at shop@thedentalshaman.com or via live chat and we will work with you to ensure you receive a fair outcome in line with the laws of your province.

All Other International Customers

Wherever you are in the world, you are not an afterthought. We sell internationally and we take that responsibility seriously.

The United Nations Guidelines for Consumer Protection (UNGCP), adopted in 1985 and last revised in 2015, set out the internationally recognised framework for fair consumer treatment in cross-border commerce. These guidelines establish that consumers engaged in ecommerce should receive a level of protection no less than that afforded in other forms of commerce, regardless of where the seller is based. We align our practices with these principles.

In July 2025, the UN Declaration on Cross-Border Dispute Resolution and Redress was adopted by consensus at the UNCTAD conference on competition and consumer protection. It reflects a unified global commitment that consumers, wherever they are, should have access to fair and timely remedies. We share that commitment.

In practical terms, this means the following for you as an international customer:

If the consumer protection laws of your country provide rights that go beyond what is stated in this policy, those local rights take precedence. We will never use our policy to deny you a remedy you are legally entitled to under your own national law. If you are unsure of your rights, we recommend contacting your national consumer protection authority for guidance.

If you have a product issue, contact us at shop@thedentalshaman.com or via live chat on our shop. Tell us where you are based. We will assess your situation fairly, apply the strongest applicable standard, and work with you to reach a resolution.

Digital Products

All digital products including eBooks, audio content, and downloadable guides are non-refundable once accessed or downloaded. Please read all product descriptions carefully before purchasing digital content.

Order Cancellations

To cancel an order, contact us immediately at shop@thedentalshaman.com or via live chat on our shop with your order number. Once an order has been dispatched we are unable to cancel it. If your order has already shipped, please wait for delivery and then contact us to discuss your options.

Wholesale and Bulk Orders

All wholesale and bulk orders are final. Once an order has been confirmed and dispatched, no returns, refunds, or exchanges will be accepted under any circumstances. By placing a wholesale order you confirm that you have read and accepted these terms in full.

Upon delivery, wholesale buyers are responsible for inspecting all goods immediately. This means checking the quantity, condition, and packaging of every item before signing for the delivery or allowing the courier to leave.

If any items are damaged, missing, or incorrect, you must notify us within 48 hours of delivery by emailing shop@thedentalshaman.com. Your report must include your order number, a clear description of the issue, and photographic evidence showing the problem. Any claim submitted without photographic evidence, or submitted after the 48-hour window has closed, will not be accepted regardless of the circumstances.

We take quality seriously and we fulfill every wholesale order with care. If there is a genuine issue on our end, we will act on it quickly. But we can only do that if you inspect on arrival and tell us promptly.

For any pre-order questions about products, quantities, or lead times, contact us at shop@thedentalshaman.com or via live chat before placing your order.

Contact Us

For all returns, refunds, and order queries you can reach us in two ways:

Email: shop@thedentalshaman.com. We aim to respond within 2 business days.

Live chat: Available directly on our shop at shop.thedentalshaman.com. The fastest way to get help.

Please include your order number in all communications.

Last updated: June 2026