Refund policy
Returns
You have 14 days from the day you receive your order to return it without giving any reason (right of withdrawal, under Portuguese Decree-Law no. 24/2014).
To start a return, email info@heywhitening.com with your order number and the items you wish to return. Once you have told us of your decision, you have 14 days to send the items back to us.
Return conditions
- The item must be unused, complete and in its original packaging.
- For health protection and hygiene reasons, whitening and oral care products can only be returned with their original seal and packaging intact. Once opened, they can no longer be returned under the right of withdrawal (Article 17 of Decree-Law no. 24/2014).
- Always state your order number or include proof of purchase.
Return shipping
Return shipping is arranged and paid for by the customer. We recommend a tracked service, as the parcel travels at your risk until it reaches our premises. We do not accept returns sent cash on delivery.
Return address:
Hey Whitening | Rule's Scape Unipessoal Lda
Rua do Passal 7, São Romão do Neiva
4935-537 Viana do Castelo
Portugal
Refunds
As soon as we receive and check your return, we refund the full amount paid for the returned items, including the initial shipping cost corresponding to the cheapest delivery option available. The refund is issued immediately after that check and, in any case, within a maximum of 14 days from the date on which you told us of the return, although it may be withheld until we have received the items or proof that they have been sent.
The refund is made using the same payment method used for the purchase. For payments made by Multibanco reference, the refund is made by bank transfer, so we will ask you for your IBAN. Once issued, your bank or card issuer may take a few business days to make the amount available.
Damaged, defective or incorrect items
Please check your order when you receive it. If the item arrives damaged or defective, or if you receive the wrong item, contact us at info@heywhitening.com with your order number and photographs. In these cases we bear the return costs and will replace the item or refund you. All products are covered by the legal guarantee of conformity provided for in Portuguese Decree-Law no. 84/2021.
Exchanges
We do not offer direct exchanges. If you would like a different item, return the original item under the conditions above and place a new order.
Cancellations
You can cancel your order free of charge as long as it has not yet been prepared for dispatch. Contact us as soon as possible at info@heywhitening.com. If the order has already been dispatched, the return procedure applies.
Orders shipped outside the European Union
The same conditions apply to orders shipped to the United Kingdom and Switzerland. Customs duties, taxes and import charges collected by the local authorities are not refunded by Hey Whitening.
Contact
For any question about returns and refunds: info@heywhitening.com or +351 965 677 050.