Refund Policy

Last updated: September 2026

This policy sets out three separate things. They do not replace one another, and the first never limits the other two:

Our 30-day money-back guarantee — a voluntary promise we make, on top of the law.
Your 14-day right of withdrawal — your statutory right under EU consumer law.
The legal guarantee of conformity — your statutory rights if an item is faulty.

1. Our 30-day money-back guarantee

If you have used one of our whitening products consistently and you are not satisfied with the result, contact us within 30 days of delivery and we will refund your order in full.

This guarantee covers opened and used product — that is the point of it. To claim it:

Email support@oralvyn.com with your order number.
Tell us briefly how you used the product and what result you saw.
You do not need to send the used product back.

The guarantee applies once per customer, to the first order of a given product. It is a commercial guarantee offered by Jorge Sousa and is additional to your statutory rights below — it does not affect them in any way.

2. Your right of withdrawal (14 days)

If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days, without giving any reason.

The withdrawal period expires 14 days from the day on which you, or a third party other than the carrier indicated by you, take physical possession of the goods. Where an order is delivered in several parts, the period runs from the day you receive the last item.

To exercise the right, tell us clearly that you are withdrawing — by email to support@oralvyn.com, or using the model form at the end of this policy. A clear statement is enough; you do not have to use the form. To meet the deadline it is sufficient that you send your communication before the 14 days expire.

Effects of withdrawal

We reimburse all payments received from you, including the standard delivery cost, within 14 days of the day we are informed of your decision. If you chose a delivery option more expensive than our cheapest standard option, we reimburse the standard cost only.
We may withhold reimbursement until we have received the goods back, or until you have supplied proof of having sent them, whichever is earlier.
We refund using the same means of payment you used, unless you expressly agree otherwise. The refund costs you nothing.
Send the goods back to us without undue delay and no later than 14 days from the day you communicate your withdrawal.
You bear the direct cost of returning the goods.
You are liable only for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

3. When the right of withdrawal does not apply

Under Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons, where the seal has been broken after delivery.

For our range this means that once the hygiene seal is broken, the statutory right of withdrawal no longer applies to:

Whitening strips, gels and syringes
Mouthwash, rinses, sprays, tablets and dissolvable strips
Toothbrush heads and mouthpieces that go into the mouth

The seal is intact and the right of withdrawal applies in full if the item has not been opened. It also applies in full, opened or not, to items that do not enter the mouth — storage cases, cleaning devices and accessories.

Please note that our 30-day money-back guarantee in section 1 is more generous than this. If you have opened a whitening product and you are not happy with the result, use the guarantee — it covers you either way.

4. Faulty, damaged or incorrect items

If an item arrives damaged, defective or is not what you ordered, contact us at support@oralvyn.com with your order number and a photo. We will replace it or refund you in full, including delivery costs, at your choice. You pay nothing to return a faulty item.

Separately from anything in this policy, you benefit from the legal guarantee of conformity. Under Portuguese law (Decreto-Lei n.º 84/2021), we are liable for any lack of conformity that becomes apparent within three years of delivery of the goods. For the first two years, the lack of conformity is presumed to have existed at delivery and you do not have to prove it. If a lack of conformity appears within the first 30 days, you may ask straight away for replacement or for the contract to be terminated.

Consumers resident in other EU Member States benefit from the legal guarantee provided by their own national law, which is never shorter than two years.

5. How long refunds take

Once approved, refunds are issued to the original payment method within 5 business days. Depending on your bank or card issuer, the credit may take a further 3–7 business days to appear on your statement. We email you when the refund is issued.

6. Model withdrawal form

Annex I(B) of Directive 2011/83/EU. Complete and return this form only if you wish to withdraw from the contract.

To Jorge Sousa, Porto, Portugal, support@oralvyn.com:

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

Ordered on / received on: ________________
Name of consumer(s): ________________
Address of consumer(s): ________________
Signature of consumer(s) (only if this form is notified on paper): ________________
Date: ________________