Refund policy
30-Day Satisfaction Guarantee on Willo products
Caring for your oral health is essential, and choosing the right products for you and your family is an important decision. At Willo, we stand by the quality and effectiveness of our products.
Eligible Willo systems purchased directly from Willo.com may be returned under our 30 Day Satisfaction Guarantee, subject to the eligibility requirements and conditions below.
Starting a Return
To qualify for a refund, your return request must be submitted within 30 calendar days of the original order’s confirmed delivery date.
Requests received after the 30 day period are not eligible for refund.
Please visit our self service returns portal to get started.
Please do not send back your order without an authorized return. Items returned without prior authorization, sent to an unauthorized address, or shipped using a method other than the return instructions provided by Willo may not be eligible for refund.
Once a prepaid return label is issued, the package must be provided to the carrier within 14 calendar days. Issuing a return authorization or return label does not extend the original 30 day return period.
Return Period and Customer Support
The 30 Day Satisfaction Guarantee is based on the delivery date of the original qualifying purchase.
Troubleshooting, onboarding support, replacement parts, product exchanges, warranty replacements, courtesy accommodations, replacement shipments, or other support provided by Willo do not extend, renew, pause, or restart the original 30 day return period.
Requests made after the 30 day return period will not qualify for a refund. Qualifying product issues reported outside of the return period will instead be handled in accordance with Willo’s applicable warranty.
Exchanges
If you need a different size brush head, Willo may accommodate a one time per household exchange within 30 days of the original order’s confirmed delivery date, subject to availability and eligibility.
An exchange is a customer service accommodation and does not create a new purchase date, delivery date, or return period for the original order or replacement merchandise.
Products previously exchanged or replaced remain subject to the return eligibility and expiration date of the original purchase.
Return Conditions
Products damaged through misuse, abuse, accident, unauthorized modification, disassembly, improper cleaning, or use inconsistent with product instructions are not eligible for refund under the 30 Day Satisfaction Guarantee.
If product protection or shipping protection was purchased or included with your order, applicable claims must be submitted separately in accordance with the terms and eligibility requirements of that coverage. Product protection does not extend the 30 Day Satisfaction Guarantee.
Products and Components That Must Be Returned
Willo may require all products and components associated with a qualifying purchase to be returned before a refund is issued.
For kits, bundles, promotional orders, or purchases that include complimentary merchandise, promotional items, accessories, toothpaste, brush heads, or other products, Willo reserves the right to require those items to be returned with the qualifying system.
If required items are not returned, Willo may deduct their retail or promotional value from the refund where permitted by law.
Opened consumables and personal care products, including individually purchased toothpaste and brush heads, are not independently returnable unless defective or expressly authorized for return by Willo.
Gift Returns
Gift returns are subject to the same 30 day eligibility period and return conditions as all other purchases.
Proof of the original purchase may be required.
Eligible gift returns may be issued as Willo store credit. Gift recipients are not entitled to a cash refund or refund to a payment method other than the original payment method.
Return Shipping and Refund Amount
For approved returns, Willo will provide return shipping instructions.
The cost of the prepaid return shipping label may be deducted from the refund amount unless otherwise stated by Willo or prohibited by law.
Original shipping charges, expedited shipping fees, shipping upgrades, protection fees, and other delivery related charges are nonrefundable except where required by law or where the return results directly from a Willo fulfillment error.
Before you ship, please record your tracking number or request a tracking receipt.
Willo cannot issue a refund for merchandise that is not received at our designated return facility.
Willo is not responsible for damage or loss if the prepaid return label provided by Willo is not used.
Customers are responsible for ensuring that all required merchandise is securely packaged and returned using the authorized label and instructions provided.
Refund Processing
Once an authorized return has been received and checked in at the fulfillment center, approved refunds will be issued to the original form of payment.
Credits are processed within approximately 5 to 7 business days of the items being checked in at our fulfillment center and may require additional processing time by your financial institution.
Please allow up to 15 business days for the refund to appear.
Refunds will not be issued until the qualifying merchandise is received and, where applicable, verified against the authorized return.
Late or Missing Refunds
If you have not received an approved refund after 15 business days, please first check with your financial institution as processing times may vary.
If you are still experiencing an issue, please contact support@willo.com.
Purchases Made Through Other Sellers
The Willo 30 Day Satisfaction Guarantee applies only to eligible products purchased directly through Willo.com or authorized selling channels, unless otherwise expressly stated by Willo.
Purchases made through Amazon, another marketplace, retailer, reseller, dental provider, or other third party are subject to the return and refund policies of the original seller or sales channel.
Lost, Stolen, or Missing Packages
At Willo, we take great care in getting your order to you as quickly and safely as possible.
Delivery issues will be handled in accordance with the applicable carrier process and any shipping protection associated with the order. A reported lost, stolen, delayed, or missing shipment does not automatically qualify an order for a refund.
If you cannot locate your package, we recommend that you:
* Check around your home and with neighbors, building staff, or others who may have accepted the package.
* Confirm the shipping address listed on your order.
* Allow additional time where a carrier may have prematurely marked a shipment as delivered.
* Contact Willo so we may assist with an appropriate carrier or shipping protection claim.
Customer cooperation may be required to complete a carrier or shipping protection investigation. This may include confirmation of the shipping address, documentation, photographs, carrier correspondence, or a police report where applicable.
If tracking confirms delivery, Willo reserves the right to require completion of the applicable carrier or shipping protection investigation before determining whether replacement, store credit, or reimbursement is available.
Submitting a return request for merchandise that has not been received does not create eligibility for a refund or extend the 30 Day Satisfaction Guarantee.
Policy Changes and Consumer Rights
This return policy is subject to change at Willo’s discretion.
Nothing in this policy limits any rights or remedies that cannot legally be limited or waived under applicable law.
30 Day Risk Free Trial
We hope Willo makes brushing easier for your family. Eligible Willo systems purchased directly from Willo.com may be returned within the 30 Day Satisfaction Guarantee period in accordance with the terms and conditions above
Last Updated: 09.2026