Returns & Order Issues

Has your order arrived damaged? Of course, that is not what we want. We carefully check all products before shipping, but unfortunately transport damage can never be prevented completely.

Please report the damage within 5 days of receiving your order so that we can assess your claim correctly.

Please send us:

1. your invoice number;
2. your first and last name;
3. the product concerned;
4. clear photos of the damage.

Photos of the packaging may also be important if the damage occurred during transport.

Keep the damaged product and its packaging until you have heard from us. Do not dispose of anything or return the product on your own initiative. If a return is required, we will provide further instructions and, where applicable, a return label.

We will review your report and then determine the most appropriate solution together with you.

If a product is missing from your order, please report this within 5 days of receiving the order. We carefully check every order before it is shipped.

We work with a picking list, after which the order is packed and then checked by a second colleague. We also take photos of every order before dispatch. This allows us to review exactly what was packed if a question arises afterwards.

Please send us:

your invoice number;

your first and last name;

the product you believe is missing;

if possible, photos of the parcel and the items received.

We will then review the order for you. Sometimes an item turns out to be among the other products or packing materials; in other cases, our checks and photos may confirm that an item was indeed omitted.

A missing product is not automatically shipped separately, as an individual shipment involves relatively high shipping and handling costs. In some cases we may still send the product separately; this is assessed individually.

If a separate shipment is not the most suitable solution, we may include the product with your next order, refund the purchase amount or add the amount as credit to your account. We will always agree the solution with you.

Have you received the wrong product? Please report this within 5 days of receiving your order so that we can check what happened.

Every order is checked against a picking list, reviewed by a second colleague and photographed before shipping. This allows us to verify afterwards which product was packed and dispatched.

Please send us:

• your invoice number;
• your first and last name;
• the product you ordered;
• the product you received;
• clear photos of the received product and, where relevant, the packaging.

If we confirm that you received the wrong product, we will agree the most suitable solution with you. In some cases, the correct product can be sent separately. If that is not possible or practical, we can credit the item and arrange a refund. We may also agree to add the amount as credit to your account or include the correct product with your next order.

We will also decide whether the incorrectly delivered product needs to be returned or whether you may keep it. If a return is required, we will send you a return label and further instructions.

If a return is required, the final administrative processing, such as a credit or refund, will be completed after we have received and checked the returned product.

Would you like to return a product? Orders placed with X-treme Smile are intended for business and professional use. By placing an order, you agree to our General B2B Terms and Conditions. Business purchases do not have the standard statutory consumer right of withdrawal.

In certain cases, we may agree to accept a return as a commercial exception. Always contact us in writing by email or WhatsApp before returning anything. Only send the product back after receiving our explicit approval and return instructions.

The product must be unused, unopened and returned in its original, undamaged packaging. The original shipping costs and the costs of returning the product will not be reimbursed.

For hygiene and product safety reasons, we never accept returns of:

• whitening gels;
• cheek retractors;
• dental crystals and dental jewelry;
• glue and Blue Etch;
• primers;
• pretreatment sprays.

Returns are made at the customer’s risk. We cannot be held responsible if a return shipment is lost or damaged in transit. We therefore recommend using insured and trackable shipping.

We charge a 15% restocking fee on the total value of the returned goods, unless a different arrangement has been agreed in writing beforehand. This covers inspection, processing, administration and any repacking or restocking required.

Once the return has been received and approved, the remaining amount will be added as credit to your X-treme Smile account. This credit can be used freely in our webshop but cannot be paid out in cash.

This policy applies to voluntarily accepted returns. If an item arrived damaged, was missing or was delivered incorrectly, please follow our separate complaints procedure and do not return it without instructions.

Would you like to cancel an order? Please contact us as soon as possible by email or WhatsApp. As we often process orders quickly, cancellation is not always possible.

If your order has not yet been processed or shipped, we will check whether it can still be cancelled. Once an order has already been processed, packed or handed over to the carrier, it cannot automatically be cancelled. Where applicable, our return conditions will then apply.

X-treme Smile supplies business and professional customers and orders are subject to our General B2B Terms and Conditions. For an approved cancellation, a 15% administration and restocking fee may be charged on the relevant goods unless otherwise agreed in writing.

If the order has already been shipped, please do not refuse the parcel or return it without instructions. Contact us first.

Has your parcel been returned to sender because you were not home, delivery could not be completed or you did not collect the parcel from a pickup point in time? The shipment will then be returned to X-treme Smile.

The order has already been purchased by you. A failed delivery and return to us therefore does not count as a cancellation or return of your order.

You receive the tracking number by email and can also find it in your online X-treme Smile account. It is the customer’s responsibility to monitor the tracking information and collect the parcel in time if it is delivered to a pickup point.

We do not actively monitor the tracking of all shipments. If we happen to notice that a parcel has been waiting at a pickup point for some time, we will of course try to send you an email reminder. This is an additional service and cannot be guaranteed.

If the parcel is eventually returned to us, we can ship it again. The new shipping costs are payable by the customer and must be paid before reshipping. The original shipping costs are not refunded.

If required, we can arrange a different delivery address or discuss a more suitable delivery option for the new shipment.