Return & Refund Policy
- Replacement Assistance
If you received defective, damaged, incorrect products, or if your order experienced problems with shipping or delivery, please reach out via the chat widget at the bottom of our FAQ page for the fastest resolution.’
Please contact us regarding any assistance you require within 10 days of your order’s purchase date. After 10 days we are unable to guarantee that return, refund, or replacement assistance can be offered to remediate the order issue you experienced.
- Return Eligibility
We only accept the return of one-time purchases and subscription orders. The order must be unopened and returned within 10 days of its delivery, as indicated by its tracking information.
We do not accept the return of free trial orders. This is because our free trial promotion is offered at the cost of shipping while the products are free.
- Return Policy
To receive a full refund, please return by shipping your unopened order to one of our warehouses in accordance with the guidelines listed below. You can find our warehouse address from the chat widget located at the bottom right of our FAQ page
Step 1
Check if your order meets all the conditions for returning and getting a refund.
- The package is unopened
- The package was delivered to you less than 10 days ago
- It is a one-item purchase or a subscription order (not a free trial)
Step 2
Choose a courier service and pay the cost of return shipping.
- We do not cover the cost of return shipping
- You can be eligible for a 50% refund on orders marked as “refused” or “returned to sender”
- We do not accept in-person returns.
Step 3
Email us at support@whitence.com with your returned shipment receipt showing our warehouse as the destination.
If your receipt does not specify a destination, you must also provide one of the following as your proof of return:
- an active return tracking number, OR
- a photo of your package clearly labelled with a return destination
Step 4
We process your refund, which may take up to 10-20 business days to return to your original payment method.
- Partial Refund
We are unable to provide a full refund for orders that are marked as “Refused” or “Returned to Sender”, including cases when customers refuse to fulfil the required customs payments or to pick up their orders held by the courier. These orders are not guaranteed to reach our warehouses and therefore eligible for a 50% refund. Original shipping fees are non-refundable. We provide replacement assistance as an alternative remediation for these types of orders.
- Refund Timeline
Once our support team confirms that your refund has been processed, the funds may take up to 10-20 business days to return to your original method of payment. This is a standard banking time frame and will vary depending on your financial institution.
- Free Trial Policy
Free trial orders are non-refundable. Our free trial promotion waives the price of the trial products and is offered at the cost of shipping. The default free trial period is 30 days starting on the free trial’s order date.
By redeeming our free trial promotion you are agreeing to the automatic enrolment of our bimonthly subscription service. Your first subscription order is set to renew at the end of your 30-day free trial period. Upon your subscription’s scheduled renewal date, your default payment method on file will automatically be charged with our subscription pricing.
You can extend your free trial period or cancel your subscription at any time through Whitence account or by sending in a subscription cancellation request via the chat widget located at the bottom right of our FAQ
- Subscription Cancellation
If you are enrolled in an active subscription and do not want to get charged for a new subscription order, you must cancel your subscription before its scheduled renewal date. Cancelling your subscription after a renewal order has been created for you does not automatically undo the order’s creation.
- Order Cancellation
Due to the automated process our warehouse fulfils and hands off orders to our logistics partners for shipping, we are unable to cancel an order that has been created in our system. Please follow our return policy to receive a full refund for your order.
