Refund policy

Refund Policy & Happiness Guarantee

At MamaSmiles, your family’s trust matters to us. We carefully design our products to be safe, gentle and effective - and we stand behind them. That’s why every MamaSmiles product comes with our Happiness Guarantee.

If something doesn’t feel right, we want to make it right.

1. Your Right to Cancel (Change of Mind)

If you purchased online, you have the right to cancel your order within 14 days of receiving it, without giving a reason.

  • You then have a further 14 days to return the product to us.
  • Products must be unused, unopened, and in their original packaging to be eligible under this section.

2. Hygiene & Safety Exception

For health and safety reasons, we cannot accept returns of oral-care products that have been opened or unsealed, including teething gels, toothpaste and mouthwash.

This does not affect your statutory rights or our Happiness Guarantee (see Section 4).

3. Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please email info@mama-smiles.com with your order number and clear photos.

We will arrange a replacement or full refund, including delivery costs, at no expense to you.

4. Our Happiness Guarantee

We believe you should feel confident trying MamaSmiles - especially when it comes to products for mums and babies.

If you have used a MamaSmiles product as intended and are genuinely unhappy with your purchase, please contact us within 30 days of delivery.

  • In most cases, we will offer a refund or replacement, even if the product has been opened.
  • We may ask a small number of questions to understand your experience - this helps us improve and support you properly.
  • We reserve the right to limit or refuse refunds where there is evidence of misuse, excessive claims, or repeat refund behaviour inconsistent with normal household use.

This guarantee is designed to protect genuine customers - not to be a free trial or subscription-style refund programme.

5. Refunds

  • Approved refunds cover the product price and, where applicable, standard delivery costs.
  • Refunds are issued to the original payment method within 14 days of approval.
  • Where a return is required, refunds are processed once the item is received (unless otherwise agreed).

6. How to Contact Us or Return an Item

To request a refund or raise an issue, email info@mama-smiles.com with your order number.

If a return is required, we will confirm next steps and provide the return address:

MamaSmiles Ltd
Suite 9 Liberty Workspace
Unit 9 Liberty Centre
Wembley, HA0 1TX
United Kingdom

We recommend using tracked postage. Returned items remain your responsibility until received.

7. Your Statutory Rights

This policy does not affect your legal rights under UK consumer law.

Last updated: 31st October 2025