Refund policy
Cleardent™ — Refund & Return Policy
Last updated: June 2026
IMPORTANT: Please read this policy carefully before placing your order. By completing a purchase, you explicitly acknowledge and agree to the terms below. Cleardent is a consumable oral-care / hygiene product applied in and around an animal’s mouth. For health, safety and hygiene reasons it is subject to the strict return conditions set out below.
1. HYGIENE & CONSUMABLE PRODUCT — OPENED ITEMS ARE NON-RETURNABLE
For health, safety and hygiene reasons, any bottle that has been opened, used, sprayed, or had its seal/shrink-wrap removed, or is otherwise no longer in its original sealed condition, CANNOT be returned, exchanged or refunded. This is standard practice for ingestible and oral-care products and protects all of our customers and their pets. This restriction does not affect mandatory statutory rights in the case of a genuinely defective product (see Section 8).
2. SATISFACTION GUARANTEE (WHERE ADVERTISED) — CONDITIONS
Where a satisfaction or money-back guarantee is advertised for this product, it is offered in good faith and is conditional on consistent, correct, daily use for the full advertised guarantee period, exactly as described in the product directions. To be considered, the customer MUST provide ALL of the following:
a) Proof of purchase (order number #XXXXX) for an order placed directly on our website;
b) Date-stamped “before” and “after” photographs demonstrating daily use for the full guarantee period;
c) A written description of the routine followed (minimum 50 words);
d) Confirmation the product was used as directed and not discontinued early.
The guarantee applies to one (1) bottle per household and to the customer’s first qualifying order only. Bundle, multi-pack, promotional and free bonus units are excluded. Claims missing any required documentation will not be processed. The guarantee does not include refund of shipping fees.
3. CIRCUMSTANCES THAT ARE NOT ELIGIBLE FOR A REFUND
Refunds will NOT be issued where:
a) The customer changed their mind after ordering;
b) The customer ordered the wrong item, quantity, size or variant;
c) The item was bought as a gift and is unwanted;
d) Delivery is still within the estimated window stated in our Shipping Policy;
e) The customer provided an incorrect, incomplete or undeliverable address;
f) The order was refused or left uncollected at delivery;
g) The customer did not read the product description, directions or this policy before purchasing;
h) The pet disliked the flavour, refused the product, or use was discontinued early;
i) The product “did not work fast enough” within a timeframe shorter than the directions state (deep tartar can take 6+ weeks of daily use);
j) The claim is submitted after the applicable window in Section 4;
k) The required documentation in Section 5 is incomplete or cannot be verified.
4. THE ONLY ELIGIBLE REFUND CONDITIONS
Outside of the conditional guarantee in Section 2, a refund or replacement may be considered ONLY if ALL of the following are true:
a) The request is submitted within 14 calendar days of the carrier-confirmed delivery date;
b) The item arrived materially damaged (leaking, broken pump/bottle — not minor cosmetic scuffs or packaging wear), OR the wrong product was delivered;
c) The item is unopened and unused, and the original sealed packaging and outer box are photographed;
d) Full documentation is provided per Section 5;
e) This is the customer’s first claim of this type.
5. REQUIRED DOCUMENTATION
Every claim MUST be emailed to support@cleardent.co and include ALL of:
• Full name and order number (#XXXXX);
• A clear photo of the outer shipping packaging as received;
• A clear photo of the product showing the defect or error;
• A clear photo of the batch/label on the bottle;
• A written description of the issue (minimum 50 words).
Incomplete submissions are automatically declined. Only one resubmission is permitted.
6. PROCESSING OF APPROVED REFUNDS
• Claims are reviewed within up to 10 business days of receiving complete documentation;
• Approved refunds are issued to the original payment method only;
• Original and return shipping fees are non-refundable;
• A handling/restocking fee of up to 15% may be deducted where the return is not due to our error;
• We do not offer exchanges or store credit except at our discretion;
• If a physical return is requested before a refund, the customer pays return postage, we do not provide prepaid labels, and the customer bears the risk of loss/damage in return transit.
7. CHARGEBACKS & PAYMENT DISPUTES
Customers must contact us and complete our refund process BEFORE initiating any chargeback or payment dispute. Where a chargeback is filed without first contacting us, we reserve the right to submit full order, tracking, delivery and communication records to the payment processor as evidence of fulfilment, to refuse future orders, and to recover associated dispute fees where permitted by law. Chargebacks should be a last resort, not a first response.
8. STATUTORY RIGHTS, FORCE MAJEURE & HEALTH DISCLAIMER
Nothing in this policy limits or excludes any mandatory consumer rights that cannot be excluded under applicable law. Where the law grants a statutory withdrawal or cancellation right, that right does not apply to sealed health/hygiene goods that have been opened after delivery, to the extent permitted by law.
We are not responsible for delays or non-delivery caused by carriers, customs, weather, strikes or other events beyond our control; an order is treated as lost only once the carrier confirms it lost or 45 calendar days have elapsed from dispatch.
HEALTH DISCLAIMER: Cleardent is a cosmetic oral-care product for animals. It is not a medicine and is not intended to diagnose, treat, cure or prevent any disease, and it does not replace professional veterinary care. Individual results vary and are not guaranteed. Always consult a licensed veterinarian about your pet’s health.
Contact: support@cleardent.co · Response time: up to 48 business hours.