RETURN AND REFUND POLICY

Last updated: 15 August 2026

At Sarvex Brands Ltd, we want you to be satisfied with your purchase. This policy explains how to request a return, exchange or refund.

30-Day Returns Policy

We offer a 30-day returns policy. You have 30 days from the date you receive your order to request a return.

To qualify for a change-of-mind return, the product must be:

• unused and in the condition in which you received it;
• complete, with all accessories, instructions and components;
• in its original packaging; and
• accompanied by your order number, receipt or other proof of purchase.

For health-protection and hygiene reasons, sealed dental-care and oral-care products may not be returned after their protective seal or packaging has been opened. Please see Exceptions and Non-Returnable Products below.

This 30-day policy is offered in addition to your statutory consumer rights.

Starting a Return

To request a return, email info@sarvexbrands.com and provide:

• your full name;
• your order number;
• the product you wish to return;
• the reason for the return; and
• photographs where the product is damaged, faulty or incorrect.

If your return is accepted, we will provide return instructions and the correct return address. Where appropriate, we may also provide a return shipping label.

Please do not send products back without contacting us first. Unauthorised returns may be delayed because we may be unable to identify the order or process the refund.

Products must normally be returned within 14 days after we approve or acknowledge the return request.

For questions about a return, contact info@sarvexbrands.com.

Return Delivery Costs

If you are returning an eligible product because you have changed your mind, you will normally be responsible for the return delivery cost. If we provide a prepaid return label, we will tell you before the return whether its reasonable cost will be deducted from your refund.

Sarvex will cover reasonable return costs where:

• the product is faulty or unsafe;
• the product was damaged before delivery;
• you received the wrong product;
• the product is materially not as described; or
• we are otherwise legally required to cover the cost.

We recommend obtaining proof of postage and using a tracked delivery service. You are responsible for the returned product until it reaches us, except where the law provides otherwise.

Damaged, Faulty or Incorrect Products

Please inspect your order as soon as reasonably possible after delivery.

Contact info@sarvexbrands.com promptly if your order is damaged, defective, unsafe, incomplete or incorrect. Include your order number, a description of the problem and clear photographs where possible.

We will assess the issue and offer an appropriate solution, which may include:

• a replacement;
• a repair, where appropriate;
• a full or partial refund; or
• another remedy available under consumer law.

Products supplied by Sarvex must be of satisfactory quality, fit for their intended purpose and as described. Nothing in this policy limits your rights under the Consumer Rights Act 2015.

Exceptions and Non-Returnable Products

Certain products cannot be returned merely because you have changed your mind.

This includes:

• sealed products that are unsuitable for return for genuine health-protection or hygiene reasons once their seal has been broken;
• opened or used cleaning tablets and other consumable dental-care products;
• dental storage cases, brushes, care accessories or appliance-cleaning products that have been used or brought into contact with the mouth or a used dental appliance;
• customised or personalised products;
• products that deteriorate or expire rapidly;
• gift cards, except where a refund is required by law; and
• products damaged through misuse, improper storage, accidental damage or failure to follow the supplied instructions.

Where an ultrasonic cleaner or another electrical product is being returned under the 30-day change-of-mind policy, it must be unused, complete and returned with all cables, power supplies, inserts, accessories, instructions and original packaging.

The hygiene exception does not affect your rights where a product is faulty, damaged, unsafe, not as described or otherwise fails to conform to the contract.

Please contact us if you are uncertain whether a product can be returned.

Sale and Promotional Products

Eligible sale and promotional products may be returned under this policy unless a specific lawful exception applies.

A discount or promotional price does not remove your statutory rights. Clearance products described as having a particular defect cannot be returned solely because of that disclosed defect, but your other consumer rights remain unaffected.

Exchanges

We do not normally process direct exchanges.

The fastest way to receive a different product is to request a return of the original eligible product and place a separate order for the replacement.

If the original product is faulty, damaged or incorrect, contact us before placing another order so that we can provide the appropriate solution.

Online Cancellation Rights

UK consumers normally have a statutory right to cancel an online order without giving a reason within 14 days after the day the goods are received.

After notifying us of the cancellation, you must return the goods within a further 14 days. The cancellation right may be lost for sealed goods that are unsuitable for return for health-protection or hygiene reasons if the seal is broken after delivery.

When a statutory cancellation applies, we will refund:

• the price paid for the eligible returned products; and
• the cost of our least expensive standard delivery option.

Additional charges for express, premium or nominated-day delivery are not refundable beyond the cost of standard delivery.

You may inspect products as you reasonably would in a shop. We may make a lawful deduction where unnecessary handling has reduced the product’s value. This does not apply where the product is faulty or where such a deduction is not permitted by law.

Refunds

We will notify you after we receive and inspect your return.

Approved refunds will be issued to the original payment method unless we expressly agree otherwise. We will process the refund without undue delay and no later than 14 days after:

• we receive the returned product; or
• for a qualifying statutory cancellation, you provide acceptable evidence that the product has been returned, if earlier.

We may withhold a change-of-mind refund until the returned product has been received and inspected.

Your bank, card provider or payment service may require additional time to display the refund after we have processed it.

If you have not received an approved refund after 15 business days, contact info@sarvexbrands.com with your name and order number.

Orders Purchased Through Other Retailers

This policy applies to purchases made directly through www.sarvexbrands.com.

If you purchased a Sarvex product through Amazon or another retailer or marketplace, your return should normally be requested through that retailer in accordance with its returns process. Your statutory rights remain unaffected.

Contact Us

For return and refund enquiries, contact:

Sarvex Brands Ltd
Email: info@sarvexbrands.com
Website: www.sarvexbrands.com