Refund policy

Returns & Refund Policy

Please note that we do not offer free returns. Return shipping costs are the responsibility of the customer.

Returns

Can I return my order?

Yes, you can. If you are not satisfied with the products you have ordered, you may return them within 30 days of receiving your order.

To qualify for a return, the following conditions must be met:

  • The order must include all original parts, components, and packaging in the same condition as received.

  • The product must have been handled appropriately. Damage caused by improper use or handling will not be accepted.

  • Products that are sensitive from a hygiene perspective cannot be returned for hygiene reasons.

  • The product must have been defective upon receipt.

  • We reserve the right to charge the customer for return shipping costs.

  • Returns will be processed within 7 business days. If all conditions are met, the return will be approved within this timeframe.

  • We reserve the right to refuse returned items if we believe the products have been used or damaged through no fault of our own.

How do I return my order?

If your order meets the conditions above, please follow these steps to initiate a return:

  1. Email us at: business@growthmedia.se

  2. Please include the following information:

    • Order number

    • Reason for the return request

    • Photo of the product if damaged

    • Customer's first and last name

    • Customer's address

We will contact you with the return address details. Please do not send products to our sender address. The correct return address will be provided after you contact us. As the customer, you are responsible for the return shipping costs.

100% Money-Back Guarantee

In addition to our standard return policy, we offer a 100% Money-Back Guarantee for customers who wish to try the product completely risk-free.

For Opened Products (Tested Products)

To qualify for the guarantee, you must provide clear and complete documentation of your use of the product. The documentation must include:

  • Before photos of your teeth prior to first use

  • After photos following each use, with the date and time clearly visible

  • Photos clearly showing that the product has been used according to our instructions

Once the documentation has been reviewed and approved, you will receive a 100% refund, even if the product has been opened or used.

What qualifies as approved documentation?

To be eligible for the guarantee:

  • Photos must be clear, well-lit, and taken from the same angle each time

  • The entire row of teeth must be clearly visible (not just sections)

  • Photos must be unedited and free from filters

  • The date and time must be verifiable (metadata or timestamp)

  • It must be clear that the product has been used according to the instructions

  • The photos must show no visible improvement in tooth whiteness

If the photos are unclear, taken in poor lighting, from different angles, or if the product has not been used correctly, the guarantee may be denied.

For Unopened Products (Sealed Packaging)

If the package has not been opened, we offer a 100% refund within 30 days of receiving the product. A refund will be issued once the product has been returned to us in its original, unopened packaging. Return shipping costs are the responsibility of the customer.

Please note that the guarantee does not cover shipping costs, and all guarantee claims must first be registered via business@growthmedia.se before the product is returned.

Right of Withdrawal

Consumers have the right to withdraw from the purchase agreement under the following conditions, provided the consumer is a private individual entering into the agreement for purposes that are not primarily related to business or professional activities.

A. Withdrawal Period

The withdrawal period is 30 days from the date on which you, or a third party nominated by you (other than the carrier), received the goods, or the final goods in the order.

As we operate a fully automated system, orders are processed immediately after they are placed. Therefore, we are unable to stop the shipping process once an order has been processed, and refunds are not available once the goods have been received.

To exercise your right of withdrawal, you must notify us at whitrlab.com of your decision through a clear statement (for example, by email). The withdrawal process is completed once we have received the returned goods. The buyer is responsible for return shipping costs.

Goods in Transit

As our products are shipped from Asia, extended transit times may occasionally occur that are beyond our control. If the goods are already in transit, it is not possible to cancel the delivery. Please wait until you have received the goods and then return them to us.

You are welcome to notify us of your cancellation request in advance.

To help ensure the fastest possible return processing, please provide us with proof of shipment when returning your order.

Consequences of Withdrawal

If you withdraw from the agreement, we will refund all payments received from you, excluding delivery costs (except for any additional costs resulting from your choice of a delivery method other than the least expensive standard delivery option offered by us), without undue delay and no later than fourteen (14) days from the date we receive notice of your withdrawal and the returned goods.

Refunds will be issued using the same payment method used for the original transaction unless otherwise agreed. No fees will be charged for the refund.

IMPORTANT

ALL RETURNS MUST BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.

Return Address:

Building 1, Fuyuexiang County
Gongshu District
Hangzhou City
Zhejiang Province
China

In certain circumstances, returns may also be sent to our Australian logistics partner. Please contact us for further instructions.