Refund policy

RETURN AND REFUND POLICY

Last updated: July 2, 2026

1. Your Legal Rights

Nothing in this policy affects your statutory rights under applicable federal and state consumer protection laws in the United States. If you change your mind about your purchase, we offer a 30-day return window for unopened and unused items as a goodwill gesture, which exceeds standard legal requirements.

Important: These voluntary return rights do not apply to sealed hygiene and personal oral care products once they have been opened. Under applicable U.S. health regulations and consumer safety standards, oral hygiene products cannot be returned once opened due to strict health and safety standards.

2. Eligibility Requirements for Standard Returns

To be eligible for a standard return and receiving a refund, your item must meet all of the following conditions:

  • It must be in the exact same condition that you received it.
  • It must be unworn, unused, and completely unaltered.
  • It must be in its original, sealed, and undamaged packaging with all tags and protective wraps attached.
  • It must be accompanied by proof of purchase (such as your NIX order number or receipt).

3. Health and Safety Exclusions (Hygiene Policy)

Due to strict public health, hygiene, and safety regulations governed under United States compliance guidelines, we cannot accept standard returns or refunds for the following products once the package seal has been broken or the product has been used:

  • Teeth whitening strips (once the protective package seal is broken).
  • Any associated oral hygiene formulas or treatments (once opened).

This exclusion applies strictly regardless of whether the return is initiated within our standard 30-day return window. If you request a standard return on an opened product without meeting the specific requirements of our Satisfaction Guarantee (detailed below), your request will be automatically denied under our hygiene policy.

4. 30-Day Satisfaction Guarantee (The Only Exception)

This guarantee is a voluntary exception to our standard hygiene restrictions and represents the only framework under which opened products may be evaluated for a refund. We offer a satisfaction guarantee on first-time purchases for customers who are genuinely dissatisfied with their product results.

Our advanced PAP whitening complex formula is clinically engineered to deliver noticeable results within 7 days of consecutive, proper use. To claim this guarantee and qualify for an exceptional refund, you must meet all the following requirements:

  1. You must explicitly state that you are claiming the Satisfaction Guarantee (not a standard return) when contacting support.
  2. You must have used the product consistently as directed for at least 7 consecutive days.
  3. You must submit your refund request within 30 days of delivery.
  4. You must provide a brief description of your experience (3-4 sentences explaining how you used the product and why you are dissatisfied with the results).
  5. You must return all remaining components of the product and its original packaging using the guidelines provided by our team for quality compliance evaluation.

Additional Limitations: This guarantee is limited to one use per customer, applies to first-time purchases only, is not available on subscription renewals, and we reserve the right to deny claims that do not meet all requirements or appear fraudulent under U.S. commerce standards.

5. How to Initiate a Return or Claim

To start a return or claim your satisfaction guarantee, please reach out to our customer support team via the live chat widget available on our website (located at the bottom right corner of your screen). You will need your order number to initiate the conversation.

Once your request is submitted, reviewed, and approved by our system or support agents, you will receive authorized return instructions. Items sent back to us without first initiating a claim through our live chat widget will be strictly rejected and discarded.

6. Return Shipping Costs

For change-of-mind returns: You are fully responsible for paying your own return shipping costs. You must use a reliable carrier that provides a valid tracking number to safely return items to our specified warehouse address. We are not responsible for returned items lost in transit.

For defective, damaged, or incorrect items: Please inspect your order upon delivery and contact our live chat support immediately. We will provide a prepaid return shipping label at no cost to you to remedy the issue promptly.

7. Refunds and Processing

We will notify you via our system once we have received and inspected your returned item to confirm whether the refund has been approved or denied under our policies.

  • If approved: You will be automatically refunded to your original payment method within 10 business days. Please note that original shipping costs are strictly non-refundable, and refunds apply only to the product purchase price. Additional time may be required by your bank or credit card company to process and post the transaction.
  • If denied: (For example, if the product was opened and does not qualify for the Satisfaction Guarantee exception), we will notify you of the reason. You may request that we return the item to you at your own expense, or we can dispose of it responsibly.