Refund policy

Last updated: September 1, 2026

AHVTE wants every order to arrive in the condition and form our customers expect. Because we sell oral-care products intended for personal use, returns must meet strict health, safety, and hygiene requirements.

This policy applies only to purchases made directly through ahvte.com.

1. Return Eligibility

You may request a return within 14 calendar days after your order is marked as delivered.

To qualify for a return, the product must:

  • Be unused, unopened, and in its original condition.
  • Have its original hygiene seal completely intact.
  • Include all packaging, labels, accessories, manuals, and promotional items.
  • Have been purchased directly from ahvte.com.
  • Be accompanied by valid proof of purchase.

Because of the hygienic nature of oral-care products, items that have been opened, unsealed, used, tested, or placed in or near the mouth cannot be returned for a change of mind.

Returns that do not meet these requirements may be declined.

Nonreturnable Items

Unless required by applicable law, AHVTE does not accept returns of:

  • Opened, unsealed, used, or tested oral-care products.
  • Products missing their original packaging or accessories.
  • Gift cards.
  • Items marked “final sale” or nonreturnable before purchase.
  • Products purchased from another retailer, marketplace, or unauthorized seller.
  • Products damaged through misuse, improper storage, accidents, or failure to follow the instructions.

2. Damaged, Defective, or Incorrect Orders

If an item arrives damaged, defective, or different from what you ordered, contact AHVTE within 7 calendar days after delivery.

Your request should include:

  • Your order number.
  • A clear description of the issue.
  • Photographs or video showing the product, packaging, shipping label, and damage or defect.
  • Any additional information reasonably requested by AHVTE.

Please retain the product and all original packaging until your claim has been resolved. Discarding the item or packaging before the review is completed may prevent AHVTE from verifying the claim.

AHVTE will generally acknowledge the request within 2 business days. After receiving all required information and documentation, AHVTE will generally approve or decline the request within 5 business days.

After reviewing the evidence, AHVTE may provide an appropriate replacement, refund, store credit, or other remedy consistent with applicable law.

3. Starting a Return

To request a return, contact AHVTE through our Contact Us page and provide:

  1. Your full name and order number.
  2. The item you want to return.
  3. The reason for the return.
  4. Any supporting photographs or documentation.

AHVTE will generally acknowledge your request within 2 business days. After receiving all required information and documentation, AHVTE will generally approve or decline the request within 5 business days.

An item must not be shipped until AHVTE provides written return authorization and the correct return address. Do not send products to the sender or origin address printed on the original shipping label.

Unauthorized returns, returns sent to an incorrect address, and packages sent without the requested information may be refused or delayed.

Once authorization is issued, the return must be shipped within 7 calendar days. An expired authorization may require a new review.

4. Return Shipping and Related Costs

Change-of-Mind Returns

For approved returns that are not caused by an AHVTE error:

  • The customer is responsible for purchasing and paying for return shipping.
  • A trackable shipping service is strongly recommended.
  • The customer remains responsible for the package until it is delivered to the authorized return location.
  • AHVTE is not responsible for return packages that are lost, delayed, damaged, or delivered to the wrong address.

AHVTE does not accept cash-on-delivery or postage-due returns.

AHVTE Errors

If AHVTE confirms that an item was damaged, defective, or incorrectly fulfilled, AHVTE may provide a prepaid return label or reimburse reasonable, preapproved return-shipping costs.

Shipping expenses incurred without AHVTE’s written approval might not be reimbursed.

Original Shipping Charges

Original shipping charges are nonrefundable for change-of-mind returns unless otherwise required by law.

If an order qualified for free shipping, AHVTE may deduct its actual outbound shipping cost from a discretionary change-of-mind refund where permitted by law.

Customs duties, import taxes, brokerage charges, and fees paid directly to carriers or government authorities are not refundable by AHVTE.

5. Inspection and Approval

Receiving a returned item does not automatically guarantee a refund.

AHVTE will generally inspect an authorized return and determine whether it satisfies this policy within 5 business days after the return is delivered to the authorized return location.

AHVTE may reject a return or reduce the refundable amount when an item:

  • Has been opened, unsealed, used, altered, or damaged.
  • Is missing packaging, accessories, labels, or promotional items.
  • Was returned after the authorized deadline.
  • Does not match the item covered by the authorization.
  • Shows evidence of misuse, improper handling, or return-policy abuse.

No restocking fee applies to a fully eligible return received unopened and in its original condition. Where permitted by law, AHVTE may deduct an amount reflecting diminished value or missing components.

If a return is rejected, the customer may be responsible for the cost of having the product shipped back.

6. Refund Processing

When a return is approved, AHVTE will issue the refund to the original payment method within 5 business days after the return is delivered to the authorized return location. This timeframe includes AHVTE’s inspection and refund-submission process.

AHVTE cannot redirect a refund to a different card, account, payment method, or person.

After AHVTE issues the refund, the customer’s bank or payment provider may require up to 10 additional business days for the funds to appear. This additional processing period is controlled by the financial institution and is outside AHVTE’s control.

Refunds for discounted orders will be calculated using the amount actually paid for the returned item. Discounts may be reallocated when only part of an order is returned.

7. Order Cancellations

Cancellation requests should be submitted within 12 hours of placing the order.

AHVTE will make a reasonable effort to honor the request, but cancellation is not guaranteed. Once an order has entered processing, fulfillment, or shipment, it must follow the applicable return procedure.

8. Return Abuse and Fraud Prevention

AHVTE reserves the right, where permitted by law, to limit or decline return privileges when there is reasonable evidence of fraud, policy manipulation, repeated misuse, altered products, false damage claims, or excessive return activity.

This provision does not limit any mandatory rights provided by applicable consumer-protection law.

9. International and Statutory Rights

Consumer rights vary by location. Nothing in this policy excludes or limits rights that cannot legally be waived.

Customers in jurisdictions that provide a statutory withdrawal or cancellation period retain those rights. However, sealed goods that are not suitable for return for health or hygiene reasons may lose their return eligibility after the seal is broken, where permitted by law.

Rights relating to faulty, damaged, misdescribed, or nonconforming products remain unaffected.

10. Contact AHVTE

For return or refund assistance, contact AHVTE through the Contact Us page on ahvte.com.

Customer-service requests are reviewed Monday through Friday, excluding applicable holidays. AHVTE will generally provide an initial response within 2 business days.

Return requests and order-issue claims will generally be approved or declined within 5 business days after all required information and documentation have been received. More complex carrier, payment, or fraud investigations may require additional time.