Refund policy

Return & Refund Policy

We want you to love everything you receive. Because many of our products are hygiene-sensitive, please read this policy carefully before ordering.

Products (Whitening kits, gem supplies, tools, etc.) — Final sale except for faults
All product sales are final and non-returnable for change of mind, incorrect purchases, or items that have been opened, used or unsealed. If an item arrives damaged, faulty or if we have sent the wrong product, contact us as soon as possible and follow the steps below.

Faulty / Damaged / Incorrect items — How to return (step-by-step)

  1. Email us at info@laperlasmiles.com.au within 3 calendar days of delivery with your order number, the date you received the item and clear photos showing the damage/fault (including packaging).
  2. We will respond within 2 business days to confirm receipt of your report and advise whether the item is eligible for return. If eligible, we will issue a Return Authorisation (RA) and provide either a prepaid return label or instructions for sending the item back. Please do not return items without an RA.
  3. If instructed to post the item, pack it securely and send to:
    La Perla Smiles Returns, 21 Currawong Road, Wamberal, NSW 2260, Australia. 
  4. Ship the item within 7 calendar days of receiving the RA. Keep your tracking number and email it to us once posted.
  5. Once we receive and inspect the returned item, we will confirm the outcome within 5 business days and either dispatch a replacement or process a refund as outlined below.

Who pays return postage?

  • If the return is authorised because the item is faulty, damaged in transit, or we shipped the wrong product, we will cover return postage (we will provide a prepaid label or reimburse confirmed return postage costs).
  • For non-fault returns (e.g., change of mind) returns are not accepted for hygiene reasons; where we exceptionally accept a return, the customer is responsible for return postage and any loss in value.

Refunds & replacements — timeframes

  • Refunds (when approved) will be processed within 7 business days of us completing the inspection. The refund will be issued to the original payment method; actual bank/processor posting times may vary.
  • Approved replacements will be sent within 3–7 business days after we complete the inspection.

Courses & Digital Products (Online or in-person)
All course and digital product sales are non-refundable due to immediate access to materials and digital downloads. By purchasing a course you agree to our no-refund policy. If you have concerns prior to purchase, please contact us at info@laperlasmiles.com.au and we will advise.

Missing or Damaged Deliveries
If your order is missing or damaged in transit, contact us within 3 calendar days of the expected delivery date with your order number and photos. We will assist with lodging an investigation with the carrier (e.g., Australia Post) and advise next steps.

Questions or help
If you’re unsure whether an item is eligible for return, or need help with a claim, email info@laperlasmiles.com.au with your order number and photos and we’ll assist.