Soothely
What it costs, how long it takes, and exactly when something can come back. We do not run a satisfaction guarantee, so what follows is your statutory position stated plainly.
Last updated 12 July 2026.
Orders placed before 13:00 on a working day go out the same afternoon. Anything after that leaves the next morning. Orders placed on a weekend or public holiday go out on the next working day.
You get a tracking link by SMS and email when the courier scans the parcel. If you have not had a scan within two working days, reply to your order email and we will chase it.
You have 7 days from delivery to cancel an online order without giving a reason, under section 44 of the Electronic Communications and Transactions Act. Email us with your order number inside that window.
The pen must come back unopened with its seal intact. This is a gel that goes in the mouth, so an opened pen cannot be resold and we cannot accept it back on hygiene grounds. You cover the cost of returning it, which the Act permits.
Refunds go back to the original payment method within ten working days of the parcel reaching us.
This is separate from changing your mind, and it applies whether the pen is opened or not.
Section 56 of the Consumer Protection Act gives you 6 months from delivery to return goods that are defective, unsafe or not as described. You choose the remedy: a refund, a repair or a replacement. We pay the return cost, and we do not ask you to deal with the courier.
Photograph the problem and email us. We do not require the original packaging for a faulty item.
We do not offer a results-based or satisfaction refund. Whitening outcomes depend on your starting shade, your diet and whether you keep to the routine, and none of those are things we control or can verify.
We would rather say that here than imply a guarantee we do not run. It does not affect the statutory rights above, which apply regardless.
The two rights above come from legislation, not from us, and section 51 of the Consumer Protection Act makes any term that tries to waive them void. If anything on this site ever reads as though it limits them, the law wins and you should tell us so we can fix the wording.