Hismile - Reviews and experiences

one of the pump dispensers was faulty, and then another one later on, so it wasn’t a one-off. I reached out to HiSmile for help and that’s where things went downhill. Responses were slow, sometimes I had to message again before anyone replied. They asked for videos and photos, which I sent, then nothing until I chased them. Eventually they wanted a screenshot of the order (also sent), then again silence. Final suggestion was to return the item to Superdrug for a refund or replacement. That’s not realistic for me right now — I’m disabled and can’t get into town on my own, driving’s off the table, so a return would mean arranging transport for two people or paying a taxi, making it pointless. I explained that to HiSmile and haven’t heard back. So: product works for me overall, but the customer service and returns process need serious improvement.