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Refunds & Returns

Last updated: 16 August 2026

We want you to actually enjoy flossing. If a Flossei product isn't right for you, this page explains exactly what happens next, no fine print games.

30 Day Fresh Start Guarantee

You have 30 days from the date your order is delivered to request a return on your Flossei Electric Flosser. This applies even if you've opened the box and used the device. We'd rather you actually tried it than returned it sealed.

To be eligible you'll need:

Your order number, or the email address used at checkout
The device and its charging dock returned in reasonable condition (normal use is expected and fine)

Items We Can't Accept Back

For health and hygiene reasons, the following cannot be returned once the seal is broken, unless the item is faulty:

Opened packs of floss heads or refill heads
Any product damaged through misuse, disassembly or unauthorised repair
Free promotional items received as part of a bundle, these must be returned alongside the paid items for a full refund

How to Start a Return

Email contact@flossei.com with your order number and a short note on what went wrong.
We'll reply within 1 to 2 business days with a return authorisation and the return address.
Post the item back using a tracked service. We can't refund a parcel that never arrives.

Please don't send anything back before you've received a return authorisation. Unauthorised returns may be refused.

Who Pays for Return Postage

Faulty, damaged or incorrect item: we cover return postage and send a replacement or full refund, including your original shipping cost.
Change of mind: you cover return postage. Your original shipping charge (if any) isn't refunded.

Subscriptions

Subscription orders are covered by this policy exactly as one off orders are. You can also skip, pause or cancel a subscription at any time with no fee. See our Subscription Terms.

Refund Timing

Once your return is received and inspected we'll email you to confirm the outcome. Approved refunds are issued to your original payment method within 5 to 10 business days. Your bank or card provider may take a few extra days to display the funds.

Exchanges

Want a different colour or a larger head pack instead of a refund? Say so in your return email and we'll ship the replacement as soon as your return is scanned by the carrier, so you're not waiting twice.

Faulty Products & Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing on this page limits, excludes or modifies those rights. Our 30 day guarantee sits on top of them, not instead of them, and your consumer law rights continue well beyond the 30 day window.

12 Month Warranty

The Flossei Electric Flosser carries a 12 month warranty from date of delivery against manufacturing defects, including motor failure, battery failure and charging faults under normal household use. The warranty does not cover accidental damage, damage from use outside the product's IPX7 rating, or the normal wear of consumable floss heads.

To claim, email us with your order number and a short video or photo showing the fault. Most warranty claims are resolved without needing the item posted back.

Cancelling or Changing an Order

We pack quickly. If you need to change or cancel an order, email us within 2 hours of placing it and we'll do everything we can. Once a parcel has been dispatched it must be handled as a return.

A Note on the Learning Curve

Electric flossing takes a few days to get used to. That's normal, not a fault, and it's true of every device in this category. If you're struggling in week one, email us before returning. We'll walk you through technique, and if it still isn't for you, the 30 day guarantee is still there. We'd rather help you succeed than take your money and hide behind a policy.