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MON SOURIREBLANC

Returns, exchange and refund policy

Last updated: 20 July 2026

Thank you for ordering from Mon Sourire Blanc. This policy explains the terms that apply to returns, exchanges, refunds and cancellations.

Terms at a glance

  • Countries covered: European Union countries.
  • Products accepted: faulty and non-faulty products.
  • Exchanges: accepted for eligible products, subject to availability.
  • Return window: request to be made within 14 days of delivery.
  • Condition required for a change-of-mind return: product new only, unused, complete and in its original packaging.
  • Method: return by post.
  • Label: prepaid label provided by e-mail, to download and print.
  • Return costs: free for any accepted return.
  • Restocking fees: none.
  • Refund processing: within 5 days of receipt and inspection of the return.

The 14-day window

You can request a return within 14 days of the item being delivered. The window starts on the day the item concerned is delivered. Please contact us before sending anything back so that we can confirm acceptance and send you the prepaid label and the return instructions.

Return conditions

For a change-of-mind return of a non-faulty product, the item must be new, unused, complete, in its original condition and packaging, with its labels, protective materials, accessories, instruction leaflets and any other original items, where applicable.

A return may be refused if the product is incomplete, opened, used, damaged or returned in a condition that prevents it from being resold, except where it is faulty, damaged in transit, incorrect or not as described.

Free return by post

Once your request has been accepted, we e-mail you a prepaid return label to download and print. Please use that label and follow the instructions you receive. No return fee and no restocking fee is charged for an accepted return.

The customer remains responsible for packaging the product securely before sending it back. Parcels sent without a prior request, or without information allowing the order to be identified, may delay processing.

Faulty, damaged or incorrect products

If the product you receive is incorrect, faulty or damaged in transit, contact us before sending it back. Give your order number, describe the problem and, if possible, attach photographs of the product and the packaging. We will offer a suitable solution, such as a replacement, an exchange or a refund depending on the situation.

Change-of-mind returns

A non-faulty product may be returned within the stated window provided it meets the condition requirements above. For any accepted return, the prepaid label is provided free of charge.

How to request a return

  1. For questions about products, orders, deliveries, or returns, please use the Contact page.
  2. Give your order number, your name, the e-mail address used for the purchase and the items concerned.
  3. Wait for our confirmation, the prepaid label to download and print, and the dispatch instructions.
  4. Pack the product carefully with all its original items and send it back following the instructions you receive.

Refunds

Once the return has been received and inspected, we issue the refund within a maximum of 5 days. It is made using the same payment method as the one used for the order, unless you expressly agree to another method. How quickly it then appears depends on your payment provider.

Where the law requires it, the refund includes the cost of the cheapest standard delivery method offered at the time of the order. Any additional cost arising from your choice of a more expensive method is not refunded.

Exchanges

Exchanges are accepted for eligible products, subject to availability. Please state the item you would like when you make your request. If the exchange cannot be carried out, a refund may be offered instead.

Order cancellation

You can request a cancellation within one hour of placing your order if it has not yet been processed, prepared or dispatched. Once processing has started, cancellation may no longer be possible; the returns procedure then remains available after delivery.

Exceptions

Change-of-mind returns are not accepted for personalised, used or incomplete products, products damaged through mishandling or, where the law permits, hygiene products unsealed after delivery. These exceptions do not limit your statutory rights where a product is faulty, damaged, incorrect or not as described.