Returns, Replacements and Refunds

How To return an item purchased ?

We offer our customers an ‘Easy return policy’, wherein you can raise a return/exchange request of a product within 48 hours for transit damages or quality issues in non-electronic products. For electronic products (within warranty period). You can submit your request from your toothsi Account or Whatsapp us on or Email us on customersupport@toothsi.in or Call our customer care number no

Step 1: Contact our Customer Support team via email customersupport@toothsi.in within 48 hours for replacement due to transit damage or quality issues in non-electronic products or within warranty period for electronic products .

Step 2: Provide us with your order ID details and your request to return/replace your order. Kindly email the images of the product and the invoice for our reference. The damage to the product must be clearly visible in the images.

Step 3: Once your request is received, we will pick up the item from your original location where the order was delivered and there shall be no change in the pickup point location.

Note: In case of Transit damage or quality issues in electronic/non-electronic goods, the replacement shall be subject to the availability of stock. In case replacement is not available, we will refund you the full amount. We may contact you to ascertain the damage or defect in the product prior to issuing refund/replacement.

Conditions for returns/replacement due to transit damage/defect (“Eligible Items”)

Returns will be accepted in following circumstances, provided you communicate the transit damage/defect in products to us within 48 hours of the Delivery

• If you received damaged and leaking products at time of delivery
• If you received wrong products other than what was ordered.
• If the items are missing in delivered shipment
• If you received an expired product.
• If there is a manufacturing defect in the products.
• If the electronic product is within warranty period

The free or complementary gift, if included as a part of the item order, needs to be returned along with the originally delivered product in case of returns.

We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and bar-codes intact. The product is returned in original condition (with brand’s/manufacturer's box, MRP tag intact, user manual, warranty card and all the accessories therein). Refund (if any) shall be made within 10 business days from the date of refund approval communication made to you.

Which are the items that cannot be returned/exchanged?

Returns will not be accepted under the following conditions:

• Returned without original packaging including, price tags, labels, original packing,
• On any promotional free products / complimentary free products.
• Serial Number is tampered with.
• Product is used or altered.
• If the request is initiated after 48 hours of order delivery for damaged products
• Products in good working condition will not be returned
• If Original Packaging is damaged.
• Your remorse on grounds such as non-liking of product colour, error of choices made by you, or incorrect product ordered or your unwillingness to use the product ordered.

There are some Products which are non-Returnable.

Categories not eligible for Return:

• Customized Products [Test Aligners](/aligners) cannot be returned since they are made available to you for practical testing during treatment phase and only subject to your satisfaction and active consent Customized Products [Test aligners/Aligners] are put for production and dispatched.
• Personal care appliances eg brush, foamy aligner, chewie aligner, drybox etc cannot be returned due to hygiene issues.

Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.

Can you return part of your order?

Yes. A return can be created at item level (applicable only if it falls under ‘Eligible Items for return’) and if you have ordered multiple items, you can initiate a return/replacement for any individual item. However, any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it.

How will you get refunded for the returned orders and how long will this process take?

In case of a return/replacement/refund, we process the same once the products have been received and verified at our warehouse. For payments done through credit/debit cards or net banking ,the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.

Note: Any Processing Fee/ Tax / any other fee levied by Banking Partners, Credit Card Companies, Mobile Wallets etc are to be solely borne by the Customer.

Cancellation Policy

Cancellation before shipment (Only valid on orders’ place & delivery in India):

If the order or the item(s) that you want to cancel have not been shipped yet, you can write to our customer support team on customersupport@toothsi.in or call us on +91 7303330000 (Monday to Saturday, 9AM to 9PM and Sunday, 10AM to7PM)

In case of a return/refund, we will process the refund once the products have been received and verified at our warehouse.

• For payments done through credit / debit cards / UPI or net banking, the refund will be processed to the same account from which the payment was made within 10 business days after receipt of the product at our end.
• Failure to deliver: In case there is no one to receive the order at the delivery address and you are not reachable, the order will be taken back, and the refund will be credited to your account after 3 attempts after adjusting the delivery charges.