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Philips Sonicare 28 Day Money Back Guarantee

Sonicare wishes for you to be satisfied with its products and as such offers a 28 day money back guarantee.

This means you can buy an electric toothbrush with the knowledge that if you don’t get on with it after a couple of weeks testing you can return it and get a refund.

Whilst this gives you the flexibility to return it, it’s worth pointing out that an electric toothbrush has a significant impact on the planet compared to a manual toothbrush.

Returning a product after using it increases that impact, so it’s not a decision that should be taken lightly.

Philips Sonicare 28 Day Money Back Guarantee 1

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.

  • You actually get less than 28 days to test the product
    • The unwanted product must be physically with Sonicare’s return centre within 28 days, so you need to allow time for posting the product back.  In reality you probably have 21 days (3 weeks) to test the product.
  • The 28 days runs from date of purchase
    • This means if you buy a Sonicare toothbrush on the 1st of the month, it has to be returned to them by the 28th of the month.
  • This does not apply to faulty products
    • If the product is faulty, broken or has been damaged, you will need to speak to the retailer from which you bought it or make use of the Sonicare warranty programme.
  • You must complete the money back form
  • You must induce the original receipt
    • Photocopies are not acceptable.
  • The original packaging must be returned
  • You will receive the money back in the form of a cheque

It is nice to see that there is a freepost address, saving you the cost of posting it.

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.

  • Download the Sonicare Money Back Guarantee Claim form here.
  • Fill in the form as required, including details of why you were not satisfied.
  • Post the completed form, along with the toothbrush and original receipt to the following freepost address:
    • Olympic Shaver (PHILIPS MBG)
      Freepost RSGT XTGR GBSJ
      Unit 19 – 20
      Calverton Business Park
      Hoyle Road
      NG14 6QL
  • Within 28 days 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.

  • Offer valid from 01/08/16 until advised via this promotional web page 28 days prior to cancellation.
  • This offer is made by Philip Electronics UK Limited (Company number: 446897), Philips Centre, Guildford Business Park, Guildford GU2 8XG.
  • Products eligible for this offer and details of the applicable guarantee period are published on
  • This offer is open to individuals who have purchased an eligible Philips product and have used it for a minimum of three (3) weeks in accordance with operating instructions. If after three (3)
    weeks of using the product you are not satisfied with it, you may apply for money back in accordance with these terms and conditions.
  • The guarantee period runs from the date of purchase.
  • If you are not satisfied with the product within the guarantee period, please return it to the freepost address set out below together with:
    • the original receipt (photocopies are not accepted), as proof of purchase; and
    • the completed form which is attached to these terms and conditions.
  • The product must be received by Sonicare within the guarantee period.
  • Money back will be paid by cheque, for the price paid (net of any promotion or discount), within a period of 28 days of receipt of the product and completed documentation.
  • You may only make a maximum of 1 claim per product.
  • No responsibility can be accepted for claims lost or delayed in the post, or incomplete or illegible forms. Proof of posting will not be accepted as proof of delivery.
  • All care should be taken to ensure the returned product is adequately packaged and protected from transit damage to avoid loss or damage. We reserve the right to deduct from the refund the cost of rectifying any loss or damage to the product.
  • We will not accept any liability for additional costs associated with the return, proof of delivery or carriage of the Product.
  • This is a consumer promotion only and neither retailers nor wholesalers may apply.
  • This offer cannot be used in conjunction with any other promotion run by Philips in respect of the product.
  • This offer applies to purchases made in the UK only.
  • This offer can only be redeemed directly with Philips at the address below and not through any other retailer.
  • We shall not be liable for any delay or failure to perform due to any event beyond our control.
  • This promotion does not affect your statutory rights.
  • These terms and conditions will be interpreted in accordance with the laws of England

At the time of writing, this 28 day money back guarantee applies to all Philips Oral HealthCare ranges with product codes beginning HX.

Although you might have purchased the Sonicare DiamondClean Smart or ProtectiveClean 6100, there is an official part number, that begins HX.  You can find this on the base of the toothbrush or in most cases on the box too.

If you need any further help or support or have questions on the programme then you can contact Philips consumer care team on 0207 49 02 40.  The lines are open Monday -Friday 8.30am until 8pm.  On Saturdays and Sundays the lines are open 9am until 6pm.


How long can I test the brush for?

The product must be returned within 28 days, so in reality you have about 21 days (3 weeks) from date of purchase, allowing a week to return the product to Philips.

What do I need to return?

You need to return the product you bought.  To qualify, this must be an oral healtcare product with a model number starting HX.  Although not explicitly stated in the terms and conditions, the claim form does suggest that you need to return it in the original box/packaging to qualify, so do not throw any packaging away.  You must include the original receipt you got when the product was purchased, along with the completed claims form.

Where do I send it to?

Olympic Shaver (PHILIPS MBG)
Unit 19 – 20
Calverton Business Park
Hoyle Road
NG14 6QL

How do I send it?

As it is a freepost address you can return it via any Post Office within the UK.

Make sure the product is wrapped up and labelled with the address.  The Post Office clerk will then assist you in completing the return.

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 a cheque within 28 days of receipt of your return.

How do I contact them?

You can contact Philips Sonicare on 0207 49 02 40.

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 oral healthcare satisfaction page here.

About Jon Love

Jon is a leading voice on electric toothbrushes and has been quoted by mainstream media publications for his opinions and expertise. Having handled & tested hundreds of products there really is very little he does not know about them. Passionate about business and helping others, Jon has been involved in various online enterprises since the early 2000s. After spending 12 years in consumer technology, it was in 2014 that he focused his attention on dental health, having experienced first-hand the challenge of choosing a new toothbrush.

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