SUPPORT
Frequently Asked Questions
Ordering & General
Where do you ship?
We currently ship within the United Kingdom via Royal Mail (Tracked 24/48). We're working on expanding to the UAE and Europe soon - sign up to our newsletter to be notified when this launches.
How long will it take to get my order?
Orders are processed within 2 business days, then shipped via Royal Mail Tracked 24/48, typically arriving within 1-3 business days once dispatched. Delivery details will be provided in your confirmation email.
What payment methods do you accept?
We accept all major credit and debit cards, Apple Pay, Shop Pay, and buy-now-pay-later options including Klarna and Clearpay where available at checkout.
Returns & Refunds
What is your return policy?
You have 14 days from the date of delivery to request a return. Due to the personal hygiene nature of this product, we can only accept returns for items that are unopened and in original, sealed packaging, or faulty, damaged, or defective on arrival. We're unable to accept returns on opened or used products, including brush heads, for hygiene reasons - unless the item is faulty.
How do I request a return?
Email us at support@redgenesis.co with your order number and reason for return. We'll get back to you within 1 business day with return instructions.
My item arrived faulty or damaged, what do I do?
Please contact us within 14 days of delivery with photos of the issue, and we'll arrange a replacement or refund at no cost to you.
How long do refunds take?
Once we receive and inspect your returned item, we'll notify you of the approval status. Approved refunds are processed back to your original payment method.
Warranty
Is my toothbrush covered by a warranty?
Yes. Your REDGENESIS Red Light Sonic Toothbrush comes with a 12 month warranty against manufacturing defects from the date of purchase, covering faults with the motor, charging function, or LED light performance under normal use.
What isn't covered by the warranty?
The warranty doesn't cover normal wear and tear (e.g. worn bristles), damage from misuse, drops, or water damage beyond the product's intended use, or brush heads, which are considered a consumable/replaceable part.
How do I make a warranty claim?
Email us at support@redgenesis.co with your order number, a description of the issue, and photos or a short video showing the fault. We'll assess your claim and arrange a repair, replacement, or refund as appropriate.
Product & Usage
How often should I replace my brush head?
We recommend replacing your brush head every 3 months, or sooner if the bristles start to fray, to keep your brushing experience effective.
How long does the battery last?
Your toothbrush is rechargeable and travel-friendly, with up to four weeks of battery life on a single charge.
What are the four brushing modes?
Clean (everyday thorough cleaning), Sensitive (gentle care for sensitive teeth and gums), Polish (enhanced cleaning for a smoother finish), and White (focused whitening action with every brush).