Refund policy

Returns & Exchanges

Orateeth offers a 30-day standard return policy for eligible products. This standard return policy applies in addition to any mandatory consumer rights that may apply under local law.

Standard Returns

To be eligible for a standard return, the product must be returned within 30 days of delivery and must be:

  • Unused and in its original condition

  • In the original packaging

  • Complete with all original accessories and parts

  • With the original protective or plastic sealing film intact, where applicable

  • Accompanied by proof of purchase

The buyer is responsible for return shipping costs for eligible standard returns, including any applicable customs duties, taxes, and import fees, unless otherwise required by applicable law.

Returns We Do Not Accept

We do not accept standard returns for:

  • Products returned after the 30-day standard return period
  • Products that have been used, opened, installed, or placed into service, except where otherwise required by applicable law or covered by a defective-product claim
  • Products that have been physically damaged, modified, or damaged through misuse
  • Products that are missing parts or accessories
  • Products that do not meet the eligibility requirements for a standard return

These restrictions apply to standard returns only and do not limit mandatory statutory rights, including applicable rights relating to defective, damaged, or non-conforming products.

Defective, Damaged, or Incorrect Products

Orateeth offers a 1-year standard commercial warranty. Products registered on orateeth.com may be eligible for an additional 1-year extended commercial warranty, subject to the applicable warranty terms.

This commercial warranty does not limit or replace any mandatory consumer rights or statutory guarantees that may apply in your country.

If your product arrives damaged, is defective, does not work as intended, or you receive the wrong item, please contact us at support@orateeth.com as soon as possible and provide details of the issue. We may request photos or a short video to help us evaluate the problem.

After reviewing the issue, Orateeth will determine the appropriate remedy based on the circumstances and applicable law. We may first provide troubleshooting, replacement parts, repair, or replacement for confirmed product issues. Refunds may be offered when appropriate or required by applicable law.

For confirmed defects or merchant errors covered by our warranty or applicable consumer law, Orateeth will cover reasonable return shipping costs where a return is required.

Warranty Exclusions

Our commercial warranty does not cover damage or malfunction caused by:

  • Misuse, abusive use, or physical damage, including damage caused by liquids where such damage is inconsistent with the product's intended use

  • Incorrect operation or failure to follow the user manual or manufacturer instructions

  • Improper installation or maintenance

  • Failure to clean or maintain the product as instructed

  • Use of unauthorized or non-standard parts or accessories, including incompatible chargers

  • Exposure to conditions outside the product's specified operating requirements

  • External events such as power surges, storms, or other circumstances beyond Orateeth's reasonable control

  • Modifications, unauthorized repairs, or other work performed by anyone other than Orateeth or an authorized service provider

These exclusions apply to our voluntary commercial warranty and do not restrict any non-waivable rights you may have under applicable consumer protection laws.

Exchanges

For products that are confirmed to be defective or damaged and are covered by our warranty or applicable consumer protection law, Orateeth may provide a replacement of the same product, replacement parts, or another legally required remedy.

To request an exchange for a defective or damaged product, please contact us at support@orateeth.com. We may request photos or a short video before approving an exchange.

For standard returns where you have simply changed your mind, the product must meet the eligibility requirements described under "Standard Returns."

Refunds

Once we receive and inspect a returned product, we will notify you whether the return has been approved or rejected.

For approved standard returns, Orateeth will process the refund within 48 hours of the return being approved. Refunds will be issued to the original payment method. Depending on your bank or payment provider, it may take an additional 7–15 business days for the refund to appear in your account.

Where a refund is required by applicable consumer protection law, the applicable statutory refund deadlines will apply.

EU Right of Withdrawal

If you are a consumer located in the European Union, you generally have the right to withdraw from an online purchase within 14 calendar days without providing a reason.

For goods, the withdrawal period generally begins on the day you, or a third party designated by you other than the carrier, receive physical possession of the goods. For orders containing multiple goods delivered separately, the period generally begins when you receive the last item.

To exercise your right of withdrawal, please contact us or submit a withdrawal/return request through your account or via the "Returns and cancellations" link in our Support menu within the applicable withdrawal period.

After notifying us of your withdrawal, you must return the goods without undue delay and normally no later than 14 days after communicating your decision to withdraw.

You may be responsible for the direct cost of returning the goods unless Orateeth has agreed to cover those costs or applicable law requires otherwise.

You should handle the goods with reasonable care and only to the extent necessary to establish their nature, characteristics, and functioning. You may be responsible for any diminished value resulting from handling beyond what is necessary for this purpose.

For hygiene or health protection reasons, certain sealed products may be subject to statutory exceptions to the right of withdrawal once their seal has been broken, where applicable law provides for such an exception.

Where a refund is due following a valid exercise of the EU right of withdrawal, Orateeth will reimburse the applicable payments in accordance with applicable EU and local law. Where permitted by law, reimbursement may be withheld until we have received the returned goods or you have provided evidence that the goods have been sent back, whichever occurs first.

The EU right of withdrawal does not affect your separate statutory rights concerning defective or non-conforming products.

EU Legal Guarantee

Consumers in the European Union benefit from statutory legal guarantee rights that apply independently of Orateeth's voluntary commercial warranty.

Under applicable EU consumer law, consumers generally have a minimum 2-year legal guarantee for goods. If goods are defective or do not conform to the contract, consumers may be entitled to a free repair or replacement and, where the applicable legal conditions are met, a price reduction or refund.

Nothing in this Return & Exchange Policy is intended to limit or exclude mandatory consumer rights under the laws applicable to your purchase.

How to Request a Return or Exchange

To initiate a standard return, exercise your EU right of withdrawal, or request warranty assistance, please submit a return request through your account or via the "Returns and cancellations" link in our Support menu.

You may also contact us at support@orateeth.com.

Please include your order number and a clear description of the issue. For product defects or damage, photos or a short video may be requested to help us assess the issue.

Final Provisions

We encourage you to contact us before returning a product so that we can help identify the fastest and most appropriate solution.

This policy is subject to applicable consumer protection and product warranty laws. Nothing in this policy is intended to waive, restrict, or exclude any mandatory rights that cannot legally be waived.

To the extent permitted by applicable law, these Terms shall be governed by and construed in accordance with the laws of Hong Kong. Any disputes shall be subject to the courts of Hong Kong, except where applicable consumer protection law provides otherwise.