Refund policy

Requesting a return

You have 7 days after receiving your item to request an eligible change-of-mind return. For items delivered separately, the return window starts when you receive each item. Contact hello@nacralab.com with your order number and the items you want to return.

Please wait for approval and return instructions before mailing anything back. Approved returns go to: Nacralab, 3034 El Camino Ave, Las Vegas, NV 89102, United States. Do not send returns to the address on your parcel.

Unopened and unused products

For change-of-mind returns, products must be unused, in their original packaging, with all accessories and any hygiene seals intact. This applies to toothpaste, whitening gel, toothbrushes and brush heads, water flossers and tips, and whitening mouthpieces. Opened toothpaste or gel and products used in the mouth are not eligible for change-of-mind returns. Please provide proof of purchase.

Discounted products and bundles follow the same eligibility rules. For a complete bundle return, all included items must qualify. Contact us about a partial bundle return before sending anything back. Any approved item refund uses the amount actually paid for that item after the bundle discount, rather than its standalone price.

Damaged, defective, missing, or incorrect items

Inspect your order on arrival and contact us promptly if an item is damaged, defective, missing, or different from what you ordered. Include your order number, a description of the problem, and photos or video where helpful. Keep the packaging until we have reviewed the issue.

The 7-day change-of-mind window and hygiene exclusions above do not prevent you from reporting a defective or incorrect product. We will review the issue and arrange an appropriate replacement or refund. If we require a return for a confirmed defect or shipping error, we will provide instructions and cover the required return shipping.

Return shipping and refunds

For approved change-of-mind returns, you pay return postage. We recommend a tracked service. Original shipping charges are not refunded for change-of-mind returns. We do not charge a restocking fee.

We will notify you after receiving and inspecting your return. Approved refunds are issued to your original payment method within 10 business days of approval. Your bank or payment provider may take additional time to post the refund. Refunds reflect the amount paid after discounts, with applicable tax adjustments. Contact us if you have not received your refund within 15 business days of approval.

Exchanges and cancellations

We do not offer direct exchanges. Request an eligible return and place a separate order for the replacement item.

Contact us as soon as possible to request a cancellation. We cannot guarantee cancellation once fulfillment has started. If your order has already shipped, the return eligibility rules above apply.