Refund policy

RETURN AND REFUND POLICY
Last updated: 21 October 2026

This Return and Refund Policy governs all purchases made on smileke.com (the "Website") from Smile Kenya LTD ("SmileKE", "we", "us", "our").

1. HYGIENE PRODUCTS
Due to the personal and hygienic nature of oral care products, items that have been opened, used, or whose seal has been broken cannot be returned or refunded, except as expressly provided in this Policy.

2. ELIGIBILITY FOR REFUND
A refund or replacement will be granted only where the product received:
(a) has a manufacturing defect;
(b) is damaged upon delivery; or
(c) is not the product ordered.

3. TIME LIMIT
All refund requests must be submitted within twenty-four (24) hours of delivery. Requests received after this period will not be accepted.

4. HOW TO SUBMIT A REQUEST
Refund requests must be sent by email to support@smileke.com and must include:
(a) the order number and the full name used for the order;
(b) a clear description of the issue; and
(c) photographs or video clearly showing the defect, damage or incorrect item, together with the packaging.

5. REVIEW PROCESS
Every request is subject to review. SmileKE reserves the right to inspect the product and to request additional information. Requests that do not demonstrate a valid reason under Section 2 will be declined. Our decision will be communicated by email within three (3) business days of receiving a complete request.

6. REFUND OR REPLACEMENT
Where a request is approved, SmileKE will, at its discretion, either replace the product at no cost or refund the amount paid. Approved refunds are issued within seven (7) business days by a method agreed with the customer. Delivery is free and is therefore not refundable as a separate charge.

7. NON-REFUNDABLE CIRCUMSTANCES
Refunds will not be granted for:
(a) change of mind or dissatisfaction not related to a defect;
(b) results that vary from person to person, as individual results depend on factors outside our control;
(c) damage caused by misuse, improper storage, or failure to follow the instructions for use; or
(d) products purchased from any seller other than SmileKE.

8. REFUSED DELIVERIES
As all orders are paid on delivery, customers are asked to inspect the parcel at the time of delivery. Orders confirmed and subsequently refused without valid reason may result in future orders being declined.

9. CONTACT
Smile Kenya LTD
Embakasi, North Airport Road, KSD Business Park Building, 2nd Floor, Nairobi, Kenya
Email: support@smileke.com
Phone and WhatsApp: +254 741 358 296