Refund policy

RETURNS AND REFUND POLICY

Blakmint Ltd — Great Britain Website Sales
Last updated: 16 September 2026

This policy applies to purchases made directly through the Blakmint online store.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Change-of-Mind Returns

For eligible products purchased online, you normally have 14 days after receiving your order to tell us that you wish to cancel.

After notifying us, you normally have a further 14 days to return the eligible goods.

To request a return, email:

admin@blakmint.co.uk

Please include your name, order number and the product you wish to return.

2. Hygiene-Sealed Products

Many Blakmint products are supplied sealed for health-protection and hygiene reasons because they are intended to be used with, hold, clean or otherwise come into contact with removable oral appliances.

These may include:

Retainer Cleaning Brushes
Retainer Removal Hooks
Aligner Chewies
Retainer Cases
Liquid Retainer Cleaner supplied with a tamper-evident seal
kits or bundles containing hygiene-sensitive products

Where a product:

was supplied sealed;
is genuinely unsuitable for return for health-protection or hygiene reasons; and
has been unsealed after delivery,

the normal statutory change-of-mind cancellation right will no longer apply to that product.

Please check your product before breaking any hygiene or tamper-evident seal if you are unsure whether you wish to keep it.

3. Faulty, Damaged or Incorrect Products

The hygiene exception does not affect your statutory rights where goods are:

faulty;
unsafe;
damaged;
incorrectly supplied;
not as described;
not of satisfactory quality; or
otherwise do not conform to the contract.

Opening or unsealing a product does not automatically remove your rights where there is a genuine fault.

Consumers generally have a 30-day short-term right to reject faulty goods, subject to the applicable legal conditions.

Other rights, including repair, replacement, price reduction or final rejection, may continue after the first 30 days.

4. Condition of Change-of-Mind Returns

Eligible change-of-mind returns should be:

unused;
complete;
with any applicable hygiene or tamper-evident seal intact;
with all components and accessories supplied; and
returned with the original packaging where reasonably possible.

You may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning.

Where legally permitted, we may reduce a refund to reflect any loss in value caused by handling beyond what would reasonably be permitted when examining the product in a shop.

This does not apply where goods are being returned because they are faulty or otherwise fail to meet your statutory rights.

5. Kits and Bundles

If you wish to return a kit or bundle because you have changed your mind, please contact us before opening any of its hygiene-sealed components.

Where a kit or bundle contains hygiene-sensitive items that have been unsealed, the change-of-mind cancellation right may no longer apply to those items.

Where the products were sold together as a single kit, this may also affect whether the complete kit can be accepted as a change-of-mind return, to the extent permitted by law.

This does not affect your rights where a product within a kit is faulty, damaged, incorrect or not as described.

6. Damaged Deliveries

If your order arrives damaged, please contact us as soon as reasonably possible at:

admin@blakmint.co.uk

Please provide:

your order number;
a description of the problem; and
photographs of the product and packaging where possible.

Please retain the product and packaging while we investigate.

Providing photographs helps us investigate the issue but does not affect your statutory rights.

7. Return Postage

For an eligible change-of-mind return, you are normally responsible for the direct cost of returning the goods.

We recommend using an appropriate postal service and obtaining proof of postage.

Where goods are faulty, damaged, incorrectly supplied or not as described, Blakmint will cover reasonable return costs where required by law.

Please contact us before returning faulty or incorrect goods.

8. Refunds

For an eligible cancellation, we will refund the price paid for the returned goods.

Where required by law, if you cancel the entire eligible order, we will also refund the cost of our least expensive standard delivery option.

If you selected a more expensive delivery service, any additional delivery premium above the standard delivery cost may not be refundable.

We may wait until we have:

received the returned goods; or
received evidence that you have sent them back,

before issuing a change-of-mind refund where the law permits.

Refunds will normally be made using the original payment method and within the period required by law.

9. Sale and Promotional Products

Sale, discounted and promotional products have the same statutory consumer protections as full-price goods.

The same hygiene-return rules apply to discounted products.

10. Lost Deliveries

Goods remain at Blakmint's risk until they are physically received by you or by someone you nominate to receive them.

If your parcel appears to be lost before delivery, contact:

admin@blakmint.co.uk

We will investigate with Royal Mail where appropriate.

11. Appliance Damage or Product-Safety Concerns

If you believe a Blakmint product has damaged an oral appliance or may present a safety concern, stop using the product and contact us.

We may ask for information reasonably necessary to investigate, including:

photographs;
product name;
batch or lot number;
appliance type and approximate age;
how the product was used;
dilution and soaking time where relevant;
water temperature;
details of any brushing or ultrasonic cleaning; and
relevant medical, dental or orthodontic advice.

Please retain the product, packaging and affected appliance where reasonably possible while the matter is investigated.

Where the complaint concerns a Blakmint product supplied as a medical device, Blakmint may also need to record and investigate the matter under applicable medical-device safety and post-market surveillance requirements.

The Blakmint Retainer Case is not a medical device.