oralpurecase

ELECTRIC TOOTHBRUSH HEADS PTY LTD

Santa Barbara Rd, Hope Island QLD 4212, Australia

Email: toothbrush@oralpurecase.com | Website: www.oralpurecase.com

This Refund and Returns Policy governs the purchase of goods from ELECTRIC TOOTHBRUSH HEADS PTY LTD (“the Company”, “we”, “us”, or “our”) by customers located within Europe. Our policies are designed to comply with the Australian Consumer Law (ACL) and the EU Consumer Rights Directive, ensuring a fair and transparent process for all parties.

1. Shipping and Delivery Framework

We pride ourselves on efficient logistics to ensure your bathroom accessories reach you in a timely manner. We exclusively partner with premium carriers, including DHL Priority, FedEx Priority, and UPS Priority, for all European shipments.

  • Order Processing: Confirmed orders are typically dispatched from our Australian warehouse within 1 to 3 business days.
  • Estimated Delivery: The standard transit time for European destinations is 7 to 12 business days following dispatch.
  • Tracking Notifications: To keep you informed, our automated system sends status updates to your registered email address at key milestones: order fulfilment, arrival at international logistics hubs, and local delivery dispatch.
  • Delivery Delays: If an order exceeds the standard estimated delivery window, we will initiate a formal investigation with the respective carrier. Based on the findings of this investigation, we will provide a full refund or a complimentary reshipment as appropriate.

2. Right of Withdrawal (14-Day Cooling-Off Period)

In accordance with European consumer protection legislation, customers residing in the European Union and the European Economic Area have the Right of Withdrawal. You may cancel your purchase within 14 days of receiving the goods without providing a specific reason.

To exercise this right, the items must remain unused, in their original condition, and in their original, unopened packaging. Due to hygiene considerations related to oral care products, items that have been unsealed or used cannot be returned under the Right of Withdrawal.

3. Damaged or Defective Goods

We maintain rigorous quality standards; however, if you receive an item that is damaged or presents a functional defect, we provide an expedited resolution process:

  • Please contact our customer service team via toothbrush@oralpurecase.com within 14 days of receipt.
  • Provide photographic evidence of the damage or defect along with your order number.
  • Upon verification of the evidence, we will issue a full refund or send a replacement unit immediately. There is no requirement to return the damaged item, simplifying the process for our customers.(We reserve the right to request the return of the item for quality inspection if necessary.)

4. Returns Procedure

For standard returns (Change of Mind/Right of Withdrawal), please observe the following:

  • Return Address: All returns must be shipped to our central facility at: Santa Barbara Rd, Hope Island QLD 4212, Australia.
  • Return Shipping Costs: Unless the item is defective, the cost of return shipping to Australia is the responsibility of the customer. We recommend using a tracked service, as we cannot process refunds for items lost in transit during return.

5. Refund Processing

Once a refund is approved or a withdrawal request is processed, the funds will be credited back to the original payment method used at checkout. We support the following payment networks:

  • Visa
  • Mastercard
  • American Express

Please note that while we process refunds immediately upon approval, the time taken for the credit to appear on your statement depends on your financial institution’s processing times.

All refunds will include the import duties and taxes pre-paid at checkout, ensuring no financial loss to the customer for defective orders.

6. Contact Information

For any enquiries regarding your order, shipping status, or to initiate a return, please contact our support team:

  • Email: toothbrush@oralpurecase.com
  • Phone: +61 755108566
  • Address: Santa Barbara Rd, Hope Island QLD 4212, Australia