If the return is caused by the consumer, the consumer shall bear the shipping costs. The specific costs shall be determined by the courier you choose.
If the goods received are damaged or incorrect due to our reasons, the consumer does not need to bear the shipping costs incurred.
No restocking fee will be charged to the consumer for returns.
If the product is not of quality issue, our policy supports 7 days of no-reason return. If it is more than 7 days after you receive the goods, unfortunately we cannot provide you with a refund or exchange.
To be eligible for a return, your product must be unused and in the same condition as when you received it. It must also be in the original packaging and will not affect the merchant’s secondary sale. Before applying for a refund, please contact xyhook@xyhook.com, prove the integrity of the product through photos and videos, and apply for return and exchange qualifications from us.
To complete your return, we need a receipt or proof of purchase. Please download your order details or screenshots, and please do not return your purchases directly to the manufacturer without any communication.
Since electric toothbrushes are personal oral care products, products that have been unpacked and used do not support direct refunds and returns. If you encounter quality problems or other reasons, please contact the after-sales service email to apply for after-sales service.
Refund (if applicable)
Once we process your returned goods at the warehouse, the refund will be initiated immediately.
Due to the large processing volume of the warehouse, please allow an additional 3-5 days to process the returned goods.
If you paid with a credit or debit card, the refund will be sent to the issuing bank within 5 working days after receiving the returned goods or cancellation request. Please contact the issuing bank to ask when the refund will be credited to your account.
If you paid through PayPal or other online payment providers, the refund will be sent to your selected PayPal, Klarna or online payment method within 5 working days after receiving the return or cancellation request. Please contact the online payment provider to ask when the refund will be credited to your account.
If you paid by Cider Gift Card, the refund will be credited to your account.
If your order was purchased with store credits provided by previous returns, the order is not eligible for free returns.
Delayed or missing refunds (if applicable)
If you haven’t received your refund yet, first check your bank account again.
Then contact your credit card company, it may take some time for your refund to be officially credited.
Next contact your bank. It usually takes some processing time for your refund to be credited.
If you have done all of this and still haven’t received your refund, please contact us at service@ttj-smile.com.
Sale items (if applicable)
Only regular priced items can be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace defective or damaged items. If you need to exchange it for the same item, please email service@ttj-smile.com and mail your item to the return address.
Shipping
To return your product, you should mail the product to the return address.
You will be responsible for paying the shipping costs for the returned item. Shipping costs are non-refundable. If you receive a refund, the return shipping costs will be deducted from your refund.
Depending on where you live, the time it takes for your exchanged product to reach you may vary.
If the item you are shipping is over $75, you should consider using a trackable shipping service courier such as DHL, Fedex, UPS, etc. or purchasing shipping insurance.
Application process
1. Contact our after-sales service staff by email
2. Confirm that you meet the return and exchange conditions
3. Send the goods back to our designated address
4. Confirm the item on the courier company’s website to sign for it
5. Smartsonic will return your order amount to your designated account.