Returns & Refund Policy

Last updated: June 9, 2026

At Bitelab, we want every customer to understand exactly what they are purchasing before placing an order.

Because Bitelab products are personal-use oral care and cosmetic products, we are unable to accept returns for change of mind, opened products, used products, or products that have been removed from their original sealed packaging.

Please read this policy carefully before purchasing.

1. Change of Mind Returns

We do not accept returns or refunds for change of mind.

This includes situations where:

You no longer want the product
You ordered the wrong item
You changed your mind after ordering
You found another product you prefer
You no longer need the product
You do not like the taste, feel, format, or style of the product after opening it

Once an order has been placed and processed, it is considered final.

2. Hygiene and Safety Policy

For hygiene and customer safety reasons, we cannot accept returns of products that have been opened, used, tested, damaged after delivery, or removed from their original sealed packaging.

This policy applies even if the product has only been used once.

3. Damaged, Faulty, or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us through the support channels available on our website as soon as possible.

To help us review your claim, please provide:

Your order number
A clear photo or video of the issue
A photo of the packaging and shipping label
A brief explanation of what happened

If your claim is approved, we may offer a replacement, store credit, or refund depending on the situation.

Please do not dispose of the product or packaging until your claim has been reviewed, as we may need this information to verify the issue.

4. Product Results and Expectations

Bitelab products are designed as cosmetic oral care products.

Our purple colour-correction mouthwash is intended to help temporarily neutralise visible yellow tones and make the smile look fresher and brighter for a short-term cosmetic effect.

It is not a permanent whitening treatment, dental procedure, stain removal treatment, enamel repair product, or replacement for regular brushing, flossing, or dental care.

Because results can vary from person to person, refunds are not provided simply because results were different from what you personally expected, unless a specific guarantee is clearly advertised on the product page at the time of purchase.

5. If a Product Guarantee Is Offered

From time to time, Bitelab may offer a product-specific guarantee.

If a guarantee is displayed on the product page at the time of purchase, the exact terms shown on that page will apply.

To be eligible for a guarantee claim, customers may be required to provide reasonable evidence, such as:

Order number
Proof of product use as directed
Clear before and after photos or videos taken in similar lighting
A written explanation of the issue
Any other evidence reasonably required to assess the claim

Guarantee claims must be genuine, complete, and submitted within the timeframe stated on the relevant product page.

Bitelab reserves the right to deny any claim where the evidence appears edited, misleading, incomplete, duplicated, manipulated, or inconsistent with the product directions.

6. No Early or Incomplete Claims

Refund or guarantee claims submitted before the required usage period is complete, or without the required evidence, may be declined.

We may also decline claims where the product was not used according to the directions provided at the time of purchase.

7. Return Shipping

If a return is approved, the customer may be responsible for return shipping costs unless the item is confirmed to be faulty, damaged, or incorrect.

Original shipping costs are non-refundable unless required by law.

We recommend using a tracked shipping method for any approved return, as we are not responsible for returned items that are lost in transit.

8. Final Sale Items

The following items are final sale and cannot be returned unless required by law:

Opened products
Used products
Products removed from sealed packaging
Gift cards
Sale or clearance items
Free gifts or promotional items
Items purchased through a third-party seller

9. Order Cancellations

We begin processing orders as quickly as possible.

If your order has already been processed, packed, or shipped, we may not be able to cancel or change it.

If you need to request a cancellation, please contact us as soon as possible through the support channels available on our website.

10. Fraud Prevention

Bitelab reserves the right to refuse a refund, replacement, store credit, or guarantee claim if we believe the claim is fraudulent, abusive, dishonest, manipulated, or inconsistent with this policy.

This includes, but is not limited to:

Edited or misleading images or videos
False claims about delivery or product condition
Repeated refund requests
Claims made using different names, addresses, or accounts
Product misuse
Failure to provide requested evidence

11. Consumer Rights

Nothing in this policy is intended to limit any rights you may have under applicable consumer protection laws.

If a product is confirmed to be faulty, damaged, incorrectly supplied, or otherwise required to be remedied by law, we will provide the appropriate remedy.

12. How to Contact Us

If you need help with a damaged, faulty, incorrect, or eligible return request, please contact us through the contact form or support channels available on our website.