In an effort to give you more peace of mind when buying a Sonicare electric toothbrush, Philips runs a money back guarantee programme.
This programme allows you to buy, try and return a Sonicare toothbrush, for any reason, if you are not satisfied.
You can use the brush for up to 90 days and if you are not happy it can be returned for a refund.
Despite this, you should strive to only return the brush if you really need to. Electric toothbrushes have a significant impact on the environment.
If you return a brush it further increases the product's environmental impact. If you really don't get on with the brush then it makes sense to return it, but it is not a decision that should be taken lightly.
The 90 day money back guarantee, or MBG as it is otherwise known, is promoted on Sonicare's website as well as online amongst other retailers.
However the information explaining the conditions is often quite limited. In this post I explain all you need to know.
Important points from the money back guarantee
The full claims process and associated conditions are explained below, but I feel it necessary to highlight a few very important pieces of information.
- Select products are eligible
- The following products are eligible for the money back programme:
- DiamondClean Smart, DiamondClean 9000, DiamondClean, ExpertClean, HealthyWhite+, ProtectiveClean, 2 Series, Elite+, Sonicare For Kids, AirFloss Ultra, AirFloss
- The following products are eligible for the money back programme:
- You actually get more than 90 days to test the product
- You have up to 90 days from the date of purchase to acquire a Returns Authorisation Number. You then have a further 30 days to return the eligible product.
- The 90 days runs from date of purchase
- You must make the claim for returns within 90 days of the date of purchase. If you purchased it on the 1st January but didn't actually receive it until the 5th, the 90 days starts from the 1st, not the 5th.
- You must wait at least 30 days before claiming the the guarantee
- You must acquire a Returns Authorisation Number
- You must complete the money back form
- You must induce the original receipt
- Photocopies are not acceptable. Although for products ordered online a print out of your electronic receipt should suffice.
- The original packaging must be returned
- You must pay for the return postage
- You will receive the money back via a payment into your bank account.
All details are subject to change so please refer to Sonicares money back guarantee page for the latest information.
If you do decide to claim, please let us (in addition to Sonicare) know why, so we can learn the likes and dislikes of people like yourself and to educate us, so that better recommendations can be made.
How to claim
The claims process is relatively straight forward, providing you follow the steps outlined.
- Obtain a Return Authorisation Number by calling (02) 9912 4490 after 30 days, but within 90 days of purchase.
- Download the Sonicare Money Back Guarantee Claim form here.
- Fill in the form as required, including details of why you were not satisfied.
- Within 30 days of obtaining the returns authorisation number, post the completed form, along with the toothbrush and original receipt to the following address:
- Net Response: Philips 90 Day Money Back Guarantee
- PO Box 6422
- Baulkham Hills BC
- NSW 2153
- Within 4 weeks of receipt, you will receive your money back.
Terms and conditions
It should be noted that there are certain terms and conditions associated with this claims process.
Please familiarise yourself with these before sending the toothbrush off.
The full conditions are listed here.
FAQ
How long can I test the brush for?
You have up to 90 days to obtain a returns authorisation number. You then have a further 30 days from receiving that number to return it. Assuming a postage time of 7 days, you have a maximum of 113 days to test and return the product.
What do I need to return?
You need to return the product you purchased, in its original box with all the accessories, along with the original receipt. You will also need to include the completed returns form.
Where do I send it to?
Net Response: Philips 90 Day Money Back Guarantee
PO Box 6422
Baulkham Hills BC
NSW 2153
How do I send it?
You need to post or send it via a delivery service you feel comfortable using.
You need to ensure that it will arrive in time and you may too wish to insure the package against loss, theft or damage.
The cost of returning the product is your responsibility. Shipping costs or any claims for loss, damage and theft will not be paid for by Sonicare.
How is the refund paid and processed?
The refund for the oral healthcare product you are returning is sent to you in the form of electronic payment to your bank account within 4 weeks of Sonicare receiving the returned item. You give them your account details when you fill out the returns form.
How do I contact them?
You can contact Philips Sonicare on 02 9912 4490.
Please be aware the information is provided in good faith and is accurate at the time of writing. The latest information is available direct from Sonicare. Just visit their 90 day money back guarantee page here.
