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Returns & Refunds Policy The Lux Health

Last updated: September 28, 2026

1. Agreement to this policy

By placing an order on this website, you confirm that you have read, understood, and agreed to this Returns & Refunds Policy (including Section 10 if you are in the European Union), our Shipping Policy, and our Terms of Service. These policies are presented and linked at checkout and form part of your purchase agreement with Lux Health. Charges from this store will appear on your bank or card statement as LUX HEALTH LTD. If you do not recognize a charge under this name, contact us at support@theluxhealth.com before contacting your bank.

2. Return window and eligibility

We accept returns of dental and oral care products within 30 days of the confirmed delivery date, subject to the following conditions:

• The product must be unopened, unused, and sealed, in the same condition in which it was delivered, with all original packaging, inserts, and components intact.
• Any product whose seal, blister pack, or protective wrapping has been broken cannot be returned, exchanged, or refunded under any circumstances. Dental and whitening products are personal hygiene items that contact the mouth; once opened, they cannot be inspected, resold, or reused safely, and we are prohibited from restocking them.
• Returns must be authorized in advance (see Section 5). Items sent back without authorization, or to any address other than the one we provide, will not be accepted or refunded.
• The customer will

3. Results and sensitivity are not defects

We stand behind the safety, quality, and formulation of every product we sell. Whitening and oral care products act on the natural structure of your teeth and gums, and outcomes vary from person to person based on enamel thickness, existing staining, dental restorations, gum health, and individual sensitivity to active ingredients such as hydrogen peroxide.

For this reason, we do not accept returns, exchanges, or refunds on the basis of:

• results that differ from your expectations or from results shown by other customers;
• tooth or gum sensitivity, tingling, or temporary discomfort during or after use;
• any other individual physiological response to the product.

Sensitivity is a recognized and expected response to peroxide-based whitening for a portion of users. It is not evidence that a product is defective, expired, or contaminated. If you experience sensitivity, stop use and consult your dentist before continuing. If you have crowns, veneers, fillings on front teeth, gum disease, or existing sensitivity, we recommend speaking with your dentist before purchasing.

4. Damaged, defective, or incorrect items

Please inspect your order as soon as it arrives. If a product arrives damaged, is defective on opening, or is not what you ordered, contact us at support@theluxhealth.com within 7 days of the confirmed delivery date and include:

• your order number;
• clear photographs of the product, the packaging, and the shipping label; and
• a short description of the problem.

Once we have verified the issue, we will, at our discretion, send a replacement at no cost or issue a full refund, including any shipping charges you paid. Transit-damage claims submitted after 7 days, or without the required photographs, may be declined because we can no longer claim against the carrier. For verified defects, we may ask you to return the item using a prepaid label we provide; refunds or replacements for these claims are issued once the item is received or once we confirm a return is not required.

5. How to start a return

1. Email support@theluxhealth.com with your order number and the item(s) you wish to return. Requests must be received within the 30-day window.
2. If your return is eligible, we will reply with a Return Authorization and the address to ship to. Do not ship anything until you receive this.
3. Ship the item within 10 days of receiving authorization using a tracked service, and keep your tracking number. You are responsible for return shipping costs and for the item until it reaches us. We are not responsible for returns that are lost or damaged in transit, so we recommend insuring the parcel.
4. We inspect every return on arrival. Items that do not meet the conditions in Section 2 will be rejected and, if you wish, returned to you at your expense.

6. Return shipping

• Return shipping is your responsibility. Unless we have confirmed in writing that your claim is a verified damaged, defective, or incorrect-item claim under Section 4, you arrange and pay for shipping the item back to us. We do not provide prepaid return labels, and return shipping costs are not reimbursed or credited under any circumstances. For EU customers, this is the "direct cost of returning the goods" referred to in Section 10.
• Ship only to the address in your Return Authorization. Our fulfilment location and our return address are not the same. Parcels sent to any other address, including the return address printed on the original shipping label, may be discarded by the carrier or returned to you, and will not be refunded.
• Use a tracked service and keep your receipt. We recommend a tracked, insured service with proof of postage. The item remains your responsibility until it is scanned as received at our return address. We cannot issue a refund for a return that is lost, delayed, or damaged in transit, and in that situation your claim is against the carrier you chose, not against us. If you have a tracking number, we will confirm receipt against it; if you have no tracking number, we have no way to verify that the item was sent.
• Pack the item securely. Return the product in its original sealed retail packaging, placed inside a protective outer box or padded mailer. Products that arrive with seals broken, packaging crushed, or components missing do not meet the conditions in Section 2 and will be rejected, regardless of their condition when you shipped them.
• International returns must be declared correctly. If you are returning from outside Canada, mark the customs declaration as "Returned merchandise – Canadian goods returning" with the original order number, and declare the value at the price you paid. Do not describe the parcel as a gift or as a new sale. If a return arrives with Canadian import duties, taxes, or brokerage fees assessed to us because it was declared incorrectly, we will deduct those charges from your refund, or refuse the parcel if the charges exceed the value of the refund.
• Ship within 10 days of authorization. Return Authorizations expire 10 days after they are issued. If the tracking shows the parcel was not handed to a carrier within that period, the authorization lapses and the return is no longer eligible.
• Return shipping is separate from outbound shipping. The outbound shipping cost deducted under Section 7 and the return shipping cost you pay are two different amounts. Both are borne by you on a standard return; neither is borne by you on a verified Section 4 claim.

7. Refund amount and timing

• Approved refunds are issued to the original payment method only. We cannot refund to a different card, account, or by another method.
• Refunds are for the product price paid. Our actual cost of shipping the order to you is deducted from the refund, including on orders that qualified for free or discounted shipping at checkout. Return shipping costs are not refunded. This deduction does not apply to verified damaged, defective, or incorrect-item claims under Section 4, or to orders covered by Section 10.
• We will notify you by email when your return has been received and inspected, and whether it has been approved. Approved refunds are released within 10 business days of inspection. Your bank or card issuer may take additional time to post the credit to your account.
• If 15 business days have passed since we notified you that your refund was approved and it has not appeared on your statement, contact us at support@theluxhealth.com with your order number and we will provide the refund reference for your bank.

8. Shipping, delivery, and non-delivery

• All orders ship with tracking. Tracking information is sent to the email address on your order.
• A carrier delivery scan to the address on your order constitutes delivery. Once the carrier confirms delivery, Lux Health has fulfilled its obligation to ship the order. If the tracking shows delivered but you have not received the parcel, check with household members, neighbours, building management, and your local post office, then contact us within 7 days of the delivery scan so we can open a trace with the carrier. We will assist with the trace but cannot issue a refund solely because a package was not located after a confirmed delivery.
• If tracking shows no delivery scan and no movement, contact us within 30 days of the ship date (Canada and United States) or 45 days of the ship date (all other countries) so we can file a carrier claim. Once the carrier confirms loss, we will reship or refund in full. Non-delivery claims raised after these windows cannot be investigated with the carrier and may be declined.
• You are responsible for the accuracy of the shipping address entered at checkout. We ship to exactly the address provided. Orders that are undeliverable, refused, unclaimed, or returned to us because of an incorrect or incomplete address, a failed customs clearance, or unpaid duties or taxes will be refunded for the product price only, less:
  • our actual cost of shipping the order to you;
  • any return-to-sender, storage, or customs charges billed to us by the carrier; and
  • a 10% handling and restocking fee calculated on the product price.
  This fee reflects the cost of receiving, inspecting, and restocking the returned parcel and reversing the customs export declaration. Refused or unclaimed packages are not treated as returns under Section 2 and do not require prior authorization, but the deductions above apply regardless of the product's condition on arrival. If you would prefer the order re-sent instead, contact us within 7 days of the return-to-sender scan; a new shipping charge applies and no fee is deducted. For customers in the European Union, the refused-parcel terms in Section 10 apply instead.
• International orders (outside Canada and the United States): Prices at checkout do not include VAT, GST, import duties, customs clearance fees, or carrier brokerage charges for your destination country. We do not collect these amounts at checkout. They are assessed by your country's customs authority when the parcel arrives and are billed to you, the recipient, by the carrier or postal service before or at delivery. These charges are set by your government, are outside our control, and are not refundable by us under any circumstances. By placing an international order you acknowledge that you may be required to pay these amounts to receive your parcel. If you decline to pay them and the parcel is refused or returned, the refused-parcel terms above apply. Customs processing may delay delivery; a customs delay does not qualify an order for cancellation or refund.
• VAT and import charges. We are established in Canada and do not collect EU VAT at checkout. EU VAT and any customs handling fee are assessed when the parcel enters the EU and are payable by you to the carrier or postal operator before or at delivery. These amounts are levied by your member state, are outside our control, and are not refunded by us if you withdraw or refuse the parcel. If you refuse a parcel because of these charges, the refused-parcel terms above apply.

9. Order changes and cancellations

Orders are processed quickly. Cancellation or address-change requests must be emailed to support@theluxhealth.com and are only possible if the order has not yet been fulfilled. Once an order has been handed to the carrier, it cannot be cancelled and is subject to this Returns Policy.

10. Chargebacks and disputes

If you have any issue with your order, contact us first at support@theluxhealth.com. We respond to every inquiry and resolve legitimate problems quickly. Filing a chargeback or payment dispute with your bank for an order that was delivered as tracked, or for a reason excluded under this policy (including sensitivity, results, opened products, or import charges), is a breach of this agreement. We contest such disputes and provide the card network with our order records, delivery confirmation, this policy, and your acceptance of it at checkout. We reserve the right to refuse future orders from customers who file chargebacks on delivered or policy-excluded orders.