100-Day Smile Guarantee

We hope you love your SURI toothbrush completely, if for whatever reason you don't we will offer a 100 day smile (money-back) guarantee, no questions asked.

Our 100-day money back guarantee is for all electric toothbrush purchases only, starting from the date of delivery. Please note that to be eligible for a refund your item must not have physical damage to it caused by improper use or dropping it.

Lifetime Warranty

When you sign up to our brush head subscription, your SURI toothbrush will be guaranteed for life. Find out more about subscription here (currently UK-only).

Note our lifetime guarantee will cover free of charge any product faults, defects, and irregularities. It does not include damage due to improper use, slight wear and tear or minor defects that don’t impact proper operation of our products.

The guarantee is immediately void if we notice that repairs have been made or the products opened by any unauthorised persons.

This guarantee does not affect your rights under statutory law.

Standard Warranty

Your Suri has a 1-year limited guarantee commencing from the date of purchase. Our guarantee will cover free of charge any product faults, defects, and irregularities. It does not include damage due to improper use, slight wear and tear or minor defects that don’t impact proper operation of our products.

The guarantee is immediately void if we notice that repairs have been made or the products opened by any unauthorised persons.

This guarantee does not affect your rights under statutory law.

Electric Toothbrushes:

We offer a 100-day money back guarantee on all electric toothbrush purchases from the date of delivery. If you are unsatisfied with your electric toothbrush we will refund you with no questions asked. Please note that to be eligible for a refund your item must not have physical damage to it caused by improper use or dropping it.

To receive your refund, your item must be purchased from trysuri.com. Once your return has been received and inspected, we will send a follow up email confirming this and if the refund has been approved. Please note your refund can only be processed on the payment card/method used during your transaction, and occasionally it may take up to two weeks for your refund to be processed. If it has been over two weeks and your refund has not been received, we recommend you first contact your credit card company or bank as sometimes it may take some time before your refund is officially posted.

To start the refund process please contact [email protected] and you will be provided with the necessary details to send your product back to us.

We kindly ask you do not post a return to us without contacting us first.

For all returns you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you are shipping an item over £75/$100, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

All other products:

For all other products we offer a 30 day returns policy, where you have 30 days from the date of delivery to request a refund or exchange.

To receive your refund, your item must be purchased from trysuri.com and we must first receive it from you in its original packaging, it must be unused and in the same condition you received it in. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval of your refund. Please note your refund can only be processed on the payment card/method used during your transaction, and occasionally it may take up to two weeks for your refund to be processed. If it has been over two weeks and your refund has not been received, we recommend you first contact your credit card company or bank as sometimes it may take some time before your refund is officially posted.

Note we do not offer returns or refunds for our gift cards.

To start the refund process please contact [email protected] and you will be provided with the necessary details to send your product back to us.

We kindly ask you do not post a return to us without contacting us first.

For all returns you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you are shipping an item over £75/$100, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Exchanges
We only replace items if they are new/unopened, defective, or damaged. If your product appears defective or damaged please send us an email at [email protected].

Unfortunately it's not possible to update your order after its been placed. If you need to change it please contact support at [email protected] for instructions on how to return it.

You’ve got questions, we’ve got answers.

Below are some common questions we've received. If yours is not listed, get in touch with us at [email protected].

How long do your heads last?
Our plant based heads last up to 3 months and we recommend changing them every 2-3 months to keep them performing their best.
Does your brush head rotate?
Our brush uses sonic cleaning technology and has a high vibration (33,000 per minute) which moves toothpaste around your teeth (through fluid dynamics) lifting plaque and debris off effortlessly. Oscillating brushes have a low vibration (around 7,000 per minute) but physically rotate here to help lift plaque. The technologies are different and recommended by different dentists worldwide - both highly effective and neither superior to the other. Note our brush can feel more gentle on your teeth and gums than an oscillating brush at times, however, it still provides a very effective clean. The bristles are also important, we have medium/soft bristles positioned in a W shape to get in between your teeth and gums for an optimal clean.

Is there a pressure sensor?

We don't have a visible pressure warning but have two speed modes and medium/soft bristles which provide an effective gentle clean.

Can I change the battery?

We have a long-lasting Li-Ion battery which we can replace when the product is sent back to us. We looked at lots of other batteries including consumer rechargeable ones and ours outlasted them in terms of cycles and lifetime duration (3-5 weeks duration on a charge, 4 hour recharge).

We ask that people don’t open the brush as this is dangerous but we do offer a lifetime warranty when you subscribe to a heads plan where we will always ensure your brush works for life, for free. If you don't subscribe we offer a 1-year warranty and if you are out of warranty we will change your battery for a nominal fee.

Is your head compostable?

Our head is made out of sustainably sourced cornstarch and the bristles castor oil. There are a few steps needed to compost our head, see more on our recycling page. We also offer a pre-paid return mailer (for the UK/US) to make returning your heads to us easy, we do this as they can be recycled up to 6 times (or upcycled into different products).

Where are you based?

We are currently based in the UK & USA and offer free recycling in the UK & USA. We also cover import fees to the EU. For more information please see our shipping FAQs.

Can I repair my brush?

Many electric toothbrushes are sealed and horrible for landfills (or worse oceans) so we designed ours in a modular way so we can easily repair them for customers or recycle the components at end of life. If your brush is under warranty we will fix it for free otherwise we will share a reasonable fee to repair it. Contact us at [email protected] for more details.

Where’s SURI made?

The brush is made in China and we have partnered with Climate Partner to offset our carbon on each brush (included with each purchase). Note the majority of electric toothbrushes are made in China and as we expand we are looking at creating our own more local facilities.

How can I remove the mirror mount?

We recommend you use a hairdryer with light heat and an old credit card or a thin object. You can re-fix it with new 3M tape from a local hardware store. We also sell new ones here.

Before your first use we recommend you check out our simple quick start guide.

Troubleshooting
We hope your SURI is always working perfectly, however if anything appears wrong or not functioning as expected, please contact us as soon as possible at [email protected] for help, but as a first step we recommend reviewing the below common troubleshooting solutions first.

Brush not charging?
1- Change your USB wall charger and use a different wall outlet as a first step.

2- Check you brush charging points and stand contact points to make sure they aren't covered with toothpaste or debris.

3- Sometimes toothpaste can get in our pinhole light and block it so it's not visible (you can clean this with a pin and water). A good way to test this is to charge it in the dark with the head off and if you see a bit of light from the top of the brush then this might be what's happening.

4- Last we always recommend you leave it on charge overnight and see if that helps.

5- If none of the above work please contact us at [email protected] letting us know you tried the above and we'll sort things out for you asap.

Case not working?
1- First note our case doesn't have a battery in it, as we wanted to reduce our usage of batteries as much as possible, so it will need to be plugged in using the charging cable provided. As your brush has a long battery life we recommend you only charge it as needed and avoid daily charging.

2- The light on the case only lights up when using the UV Cleaning mode. We did this so that the case was "bedroom-friendly", as research showed that this is where most people charge their brushes. The brush light will show as blue inside the case when charging and turn solid white when fully charged though.

3- Please note sometimes toothpaste can get in our pinhole light and block it so it's not visible (you can clean this with a pin and water). A good way to test this is to charge it in the dark with the head off and if you see a bit of light from the top of the brush then this might be what's happening.

4- Last we always recommend you leave it on charge overnight on the stand and see if that helps to isolate the charging problem with the case.

5- If none of the above work please contact us at [email protected] letting us know you tried the above and we'll sort things out for you asap.

How does subscription work (UK only)?

Note currently subscription only works in the UK, we will be rolling out to other markets soon.

We’ve kept things as simple as possible. When you sign up for a subscription we’ll send you 2 plant-based heads. From then on we’ll send you another 2 fresh heads every six months. 

If you need more heads, or want to receive them sooner you can easily make these changes by logging in to your account here.

What are the main benefits of subscribing?

• Lifetime Guarantee – Free repairs of your SURI toothbrush for as long as you’re subscribed.

• Enjoy a better clean – Dentists recommend replacing your brush head every three months.

• Tailored to you – Cancel, pause, or change frequency anytime. No commitments, you’re in control.

• Free Letterbox-friendly delivery – No waiting around or queuing at the post office.

Can I easily cancel / pause / modify my subscription? 

Absolutely. It’s very quick and easy for you to update your preferences in the subscription dashboard. Simply login here and click ‘Manage my subscription’. Note you can ship more heads but 2 is the minimum.

I don’t want to subscribe, can I buy heads individually?:

We know subscriptions aren’t for everyone, so if you want to buy fresh heads at your own pace you can still pick up a box of three replacement heads here.

How do I cancel my subscription?

We’ll be sorry to see you go, but if you’d like to stop receiving fresh brush heads, simply login to your account here and cancel at any time. 

How do I pause my subscription?

Want to take a break? No worries, just login to your account here and choose ‘Pause’ under Manage my Subscription.

How can I change the frequency of my subscription? 

Need some fresh heads a little earlier? Found yourself with a surplus? Just login to your account here and choose ‘Change Frequency’.

How do I login to manage my subscription? 

Accounts are automatically created after purchase. Head over here and you’ll be able to put in your email and get a magic link that lets you login. No more passwords to remember!

How do I update my delivery address?

Simply log in to your account here and navigate to ‘Manage my subscription’ where you’ll find the option to change your delivery address.

What's in the box?

Each box contains two plant-based heads and a prepaid recyclable mailer bag for easy Freepost returns.

When will I be billed for my subscription?

We’ll only charge your debit/credit card once your subscription is ready to be dispatched from our warehouse. Don’t worry, we’ll send you a reminder 5 days in advance. 

How do I update my payment details?

Log in to your account here and head over to ‘Manage my subscription’ where you can amend the debit/credit card details we have on file. 

What courier do you use to deliver your subscriptions? 

Our subscriptions are delivered via Royal Mail, and as they arrive in letterbox-friendly packaging you won’t have to worry about missed deliveries. 

Why can’t I use Clearpay on my subscription order?

We’re very happy to offer Clearpay on regular purchases, however, for subscriptions we require a valid credit card on file to allow for the recurring payments. Sorry!

Why haven’t my new toothbrush heads arrived?

Sorry to hear your fresh heads haven’t been delivered yet, please get in touch with our friendly customer service team ([email protected]) and we’ll get back to you as soon as possible.

Recycling:

Every SURI has a beginning, middle and end! Our mission is to ensure there is a path for recycling or repairing all our products! Please see below information on how to recycle our products. Every UK/US order comes with a compostable return mailer for you to send us your used heads to recycle. If you are in the UK and don't have a mailer you can send us back your heads using any envelope with just "Freepost SURI" written on it in capitals. We ask that you collect at least 3 of them before posting them to reduce our carbon footprint. Note the mailer is pre-paid for the UK and the US and we will seek to expand this globally soon.

If you are not in the US or UK you can post back your heads to us at the below address in an envelope.

SURI Recycling
C/O I-Fufilment
Unit 20
Christchurch Business Park
Radar Way
Christchurch
BH23 4FL
United Kingdom

Find out more about how we recycle our heads over on our blog

Composting Heads:
If you are unable to send back your heads to us you can look at industrially composting them. This will require a few steps:

1- Remove the bristles with pliers and dispose of them in your waste bin, as they are plant-based they will eventually break down into plant-based micro-particles (in a couple of years unlike petroleum-based alternatives). When you do this little metal clips will come out also, you can recycle these at home by bunching them in any spare aluminium foil you have.

2- If you have a small "R" marked on the bottom of your head's core then your entire head is made from cornstarch and can be sent to a local industrial composter as is

3- If you don't have an "R" marking on the bottom of your heads, using your pliers carefully pull out the inner core of the toothbrush head, this piece is recyclable in your normal household stream and the outer shell can be sent to a local industrial composter.

SURI Toothbrush & UV-C LED Case:
If your Toothbrush or UV Cleaning Case is no longer working please contact us at [email protected] so we can look into fixing it for you.

If you would like to dispose of your product, we would be more than happy to take your product back and recycle it for you. Please contact us first at [email protected] for more details.

SURI Washbag:
To recycle our washbag you will need to remove the outside "Tyvek paper" from the inner cotton lining and zipper with scissors carefully. The cotton lining can be placed in your home trash and will eventually biodegrade naturally. The zipper can be reused on other items or discarded if not possible
UK
Tyvek Recycling
Spenic Converters LLP
Unit 11, Caker Stream Road,
Mill Lane Industrial Estate
Alton, Hampshire
GU34 2QA
USA
Tyvek® Recycle
Attn. Shirley B. Wright
2400 Elliham Avenue #A
Richmond, VA 23237




SURI Packaging:
All of our packaging is recyclable, compostable, or reusable. Please see the instructions written on them for more information.

Repairs:
The majority of electric toothbrushes are sealed shut and terrible for landfills (or worse, oceans) so we designed SURI in a modular way to be easily repairable or recyclable at end of its life. If your brush is under warranty we will fix it for free otherwise we will share a reasonable fee to repair it.

Read more about how we repair our toothbrushes on our blog.

Contact us at [email protected] for more details

If your brush is under warranty and needs to be repaired, please contact customer service at [email protected] and we'll get back to you as soon as possible to arrange the next steps.

So that you're not without a toothbrush we will immediately send you a replacement brush along with a returns label so you can return your faulty brush back to us.

Once we've received your toothbrush, our repairs team will take it apart to reuse the components or recycle them responsibly.

If your brush is outside of warranty, we can still repair it using the process listed above, but there will be a nominal service fee (around £15-25) depending on the work required.

At any time if you need to get in touch with us you may reach us at [email protected] .

SURI is a UK company registered under the name:
Coral Innovations Ltd,
company number: 1249405
VAT number: 382151215

You may also write us at:

SURI, 85 Great Portland Street, First Floor, London, W1W 7LT. United Kingdom