Refund policy
Thank you for shopping with HolyMouthwash. We want you to be satisfied with every order. If you aren't — for any reason — there are two ways we can help: our 60-day satisfaction guarantee and our 30-day standard return policy. Please read below to understand which applies to your situation.
1. The 60-day satisfaction guarantee
If you've used a HolyMouthwash product consistently for at least 30 days and haven't seen results, we'll refund your order in full.
Who the guarantee is for
This guarantee is for customers who have genuinely committed to the product and haven't seen the improvement they hoped for. It is not for customers who haven't used the product, used it inconsistently, or decided the product wasn't for them before giving it a fair chance.
Eligibility requirements
To qualify for a refund under the satisfaction guarantee, you must submit all of the following:
1. Proof of consistent use for at least 30 days.
For the Pulling Oil: a minimum of 2 uses per week for 30 days (8 rinses or more). For the Paste and Gum Serum: daily use for 30 days.
You will need to provide:
- Dated photos of the product at 3 stages of your trial — the bottle or tube on day 1 (full), around day 15 (partially used), and on day 30 (after 30 days of use). The fill level should reflect genuine consistent use. The date must be visible (phone timestamp or a handwritten note with date included in the frame).
- A written usage log — a simple record of the dates you used the product across the 30-day period. Doesn't need to be formal. A list of dates in an email or a phone note screenshot is enough.
2. Dated before, middle, and after photos of your gums and teeth.
Three sets of photos taken on your phone:
- Day 1: close-up photos of your gum line and teeth at the start of your trial, clear lighting, upper and lower visible
- Day 15: the same photos, same angle, mid-trial
- Day 30+: the same photos, same angle, at the end of your trial
The dates must be visible (phone timestamp or a dated selfie included in the frame at each stage).
3. A description of your routine.
Tell us how you used the product, how often, at what time of day, and any other oral care products you used alongside it. A short paragraph is enough.
4. Your order number and delivery date.
So we can confirm the timeline.
Submission window
All documentation must be submitted within 60 days of your delivery date. Requests submitted after 60 days are not eligible under this guarantee.
How to request a refund
Email support@holymouthwash.com with all four items above. Incomplete requests will be returned with a note on what's missing.
Review process
We will review your request within 3 business days of receiving a complete submission and respond with a decision. If additional clarification is needed, we may ask follow-up questions before issuing a decision.
If your request is approved
We will issue a full refund to your original payment method within 5–10 business days of approval. You do not need to return the product.
If your request is declined
If the documentation doesn't demonstrate consistent use, we'll explain why and give you the opportunity to submit additional proof. Common reasons for decline: gaps in the usage log, product fill levels inconsistent with claimed usage, photos that don't show a clear 30-day progression, or submissions outside the 60-day window.
Scope
The satisfaction guarantee applies to your first order only, one product or bundle per customer. Repeat purchases and additional kits are not eligible — once you've reordered, the guarantee has done its job.
2. Standard returns (unused products)
If you received an item you want to return in its original, unused condition — for example, you ordered the wrong bundle, received a duplicate, or changed your mind before opening the product — you may return it under our standard return policy.
Eligibility
- Items must be returned in new, unused, and unopened condition with original packaging intact
- Returns must be requested within 30 days from the date of delivery
- Defective or damaged products are eligible regardless of whether they have been opened (see Section 3)
How to start a return
Email support@holymouthwash.com with your order number and a brief description of the return reason. We will provide you with the correct return address and detailed instructions within one business day.
Return address
Our return routing depends on the country your order was shipped to. The correct return address will be provided to you after contacting us — please do not send returns to our business address.
Return shipping costs
Customers are responsible for the cost of return shipping. We do not provide prepaid return labels or reimburse return shipping costs.
Restocking fees
We do not charge restocking fees. Your refund will match the amount you paid for the returned items.
Refund processing
Once we receive and inspect your returned item, we will process your refund within 7 business days. Refunds are issued to the original payment method used at checkout. Your bank or card issuer may take additional time to post the refund to your account.
3. Defective or damaged products
If your order arrives damaged, defective, or materially different from what you ordered, contact us within 14 days of delivery at support@holymouthwash.com with:
- Your order number
- A description of the issue
- Photos of the product and packaging
We will arrange a replacement or full refund at no cost to you, including return shipping if a return is required.
4. Exchanges
If you prefer to exchange an item instead of receiving a refund, mention this in your initial email. Exchanges follow the same 30-day window and conditions as standard returns (Section 2). We will guide you through the process, including the correct return address and exchange instructions.
5. UK and EU/Ireland statutory cancellation rights
In addition to the policies above, consumers resident in the United Kingdom, Republic of Ireland, and other EU member states have a separate statutory right to cancel an online order within 14 days of receipt under the UK Consumer Contracts Regulations 2013 and the EU Consumer Rights Directive. This right applies to purchases from sellers based outside the UK and EU when shipping into those markets, and exists alongside (not instead of) our policies in Sections 1 and 2.
A hygiene exemption applies to sealed products that are not suitable for return for hygiene reasons once unsealed (Pulling Oil, Hydroxyapatite Paste, and Gum Serum). Sealed, unopened products remain eligible. The Halo Spoon is returnable under the statutory right regardless of condition.
For full details on exercising the statutory cancellation right, please see Section 15 of our [Shipping Policy], or email support@holymouthwash.com.
6. Non-returnable situations
The following are not eligible for refund or return:
- Unused product returns requested more than 30 days after delivery (see Section 2)
- Satisfaction guarantee requests submitted more than 60 days after delivery (see Section 1)
- Products returned without prior contact and authorization from our support team
- Opened or used products returned under the standard return policy (Section 2) — these must be handled under the satisfaction guarantee (Section 1)
- Satisfaction guarantee requests that do not include all four required pieces of documentation listed in Section 1
- Products damaged due to customer handling after delivery
- Products refused at customs where customs fees were not paid by the customer
- Repeat orders, subscription orders, and additional kits purchased after a first order (these are outside the scope of the satisfaction guarantee in Section 1)
This section does not limit any statutory rights you may have under applicable consumer protection law in your country of residence (see Section 5).
7. How to contact us
All refund and return requests must go through our support team:
Email: support@holymouthwash.com
Response time: Within 1 business day, Monday to Friday, 9 AM–5 PM Mountain Time (MST).
8. Company details
Business Address: 426 Sunflower Dr, Ames, IA 50014, USA
Email: support@holymouthwash.com
Phone Number: +1 307-637-5151
Business Hours: 9 AM to 5 PM, Monday to Friday
Time zone: (GMT-07:00) Mountain Time — America/Denver