In the unlikely event that your Blue Glow Pro device arrives defective, damaged, incomplete, or otherwise not functioning as intended, you may request a refund or exchange within 14 days of receiving your order. This applies exclusively to products that present a verified defect immediately upon arrival. In order for us to process any defect-based return, the item must be sent back in its original packaging, including all inserts, manuals, cables, protective films, sealed hygiene components, and any additional accessories that were included at the time of purchase. Please note that shipping costs for returning defective items are not refunded unless otherwise required by EU consumer protection law, and we strongly advise customers to retain all packaging materials until they are fully certain that the device operates correctly. Products must not show signs of use, moisture, wear, or material alteration unrelated to the documented defect.
The Blue Glow Pro device includes a hygienically sealed silicone mouthpiece intended for intraoral use. For health protection reasons and in accordance with EU Directive 2011/83/EU (Article 16 – Hygiene Exceptions), products whose hygiene seal has been opened, broken, removed, tampered with, or inserted into the mouth cannot be returned under the standard right of withdrawal. To exercise the 14-day withdrawal right applicable to EU customers, the hygienic seal on the mouthpiece must be completely intact and unbroken, and the product must be in unused condition with all original packaging materials present, undamaged, and unaltered. Once the hygienic seal has been broken, the product becomes non-returnable and non-refundable except in cases where a manufacturing defect has been verified and confirmed in writing by our customer support team. Any signs of wear, usage, saliva exposure, moisture, toothpaste residue, or cosmetic alterations render the product ineligible for withdrawal-based refunds. We cannot override this legal hygiene-based exclusion under any circumstances.
Customers within the European Union retain their lawful right to withdraw from the purchase within 14 days provided the product remains unused, sealed, unopened, and in resellable condition. If the product has been opened, the packaging seal broken, or the mouthpiece inserted into the mouth—even momentarily—the right to withdraw automatically ceases. This is a legal obligation and not a matter of internal company policy. We therefore recommend that customers carefully review the product description and instructions before breaking the hygiene seal or using the device.
SmileGalaxy also offers an optional Satisfaction Guarantee for customers who wish to evaluate the performance of the product beyond the standard withdrawal period. This optional program requires customers to document 14 consecutive days of daily usage of the Blue Glow Pro device. Documentation includes daily time-stamped photos demonstrating device use, proof that each session lasted approximately 10 minutes, and a written summary describing the customer’s experience and the reason for dissatisfaction. If multiple units are purchased, separate documentation is required for each product. All materials must be emailed to support@smilegalaxy.com along with the customer’s full name and order number. Incomplete submissions, missing days, or missing proof of use will result in the denial of the Satisfaction Guarantee request. Shipping costs are non-refundable, and in the event that a refund is granted under either the withdrawal right (sealed products only) or the Satisfaction Guarantee, a $15 deduction will be applied to cover the original shipping cost provided free of charge at the time of purchase. This deduction does not apply to verified defective items, in accordance with EU consumer law.
Before returning any product, customers must contact our support team at support@smilegalaxy.com to obtain authorization and the correct return address. Products sent to the sender address or any unauthorized address will not be processed, which may significantly prolong the return process or result in an inability to locate the returned package. Once authorization is granted, customers will receive a reference ID number that must be placed inside the return package. Failure to include the reference ID may delay processing times or prevent correct identification of the returned item. When sending a return shipment, the customer is responsible for ensuring that the product is securely packaged, protected from damage during transit, and accompanied by all original components. Damage caused by insufficient packaging, improper handling, or carrier mistreatment may lead to the rejection of the refund request.
Upon receiving the returned item, our team will inspect the product to verify whether the hygiene seal is intact, whether the item has been used, whether all accessories and packaging are included, and whether the product is in resellable or acceptable condition for refund processing. If the return is approved, the refund will be processed within 72 hours, although bank or payment provider processing times may cause additional delays. If the return is rejected, the customer will be informed of the specific reason for rejection. Customers who have not received their refund after approval should check their bank account, contact their card issuer, and then their bank before reaching out to our support form.
Exchanges are provided only for items that are defective or damaged upon arrival. To request an exchange, the customer must contact support to receive approval and further instructions. Return shipping costs for non-defective items are the responsibility of the customer. For return items valued above €75, we strongly recommend using tracked and insured shipping, as we cannot guarantee receipt of untracked parcels or assume liability for lost or damaged shipments.
Orders cannot be cancelled once the package has been shipped. If the order has already been dispatched, customers wishing to return the item must follow the return procedures described above in accordance with EU law and SmileGalaxy policy.
