Professional Refunds and Returns

Welcome to the Professional Refunds and Returns support page for the Hygiene Squad, supporting Waterpik™, Arm & Hammer™, Orajel™, and TheraBreath™ products for dental professionals and dental offices. This page contains detailed information on return and refund eligibility, exchange policies, the process for handling refunds and returns, and a step-by-step guide on how to submit refund requests. Our goal is to make the process as easy as possible.

Eligibility

To be eligible for a refund or return, purchases must have occurred in the United States or Canada and proof of purchase in the form of an itemized, dated receipt is required. Waterpik™ items are eligible when purchased either through the Church & Dwight Hygiene Squad ordering site or an authorized professional dental distributor (e.g. Henry Schein, Patterson, etc.), while all other Hygiene Squad brands are eligible only when purchased directly through the Church & Dwight Hygiene Squad ordering site. Purchases of non-Waterpik™ brands from professional dental distributors are not eligible. Only unopened cases may be returned. Open cases are not eligible for return, but may be eligible for replacement or partial refund if the wrong item was received or if there is a product defect. For case packs, the purchase must have occurred within 180 days (6 months); for all other items (e.g., trial units), the purchase must have occurred within 90 days (3 months).

Any orders placed through the Consumer Waterpik™ Online Store (store.waterpik.com) are subject to the standard consumer return policy.

Proof of Purchase Requirements

Proof of purchase is required for all refund requests. Requests without valid proof of purchase will be automatically rejected. If the order was placed directly through the Church & Dwight Hygiene Squad ordering site (orders.hygienesquad.com), either online or over the phone, the proof of purchase will be stored in our system and is not required to be provided; however, either the order number or email address used to place the order must be provided in order to locate the receipt in our system.

• Date of purchase
• Dollar amount paid
• Itemization of items purchased
• Seller information, including name and address

Exchanges

The Hygiene Squad professional brand products are not eligible for customer-initiated exchanges (e.g., changing size, model, or preference). However, purchases within the return window are eligible for a partial refund or replacement in cases of incorrect shipment or product defect as outlined in the eligibility section.

Purchases of Waterpik™ water flossers made outside of the return window, from the Church & Dwight Hygiene Squad ordering site or authorized professional dental distributors, may be covered under applicable warranty with a valid receipt. Note that warranty replacements are not exchanges or returns and follow a different process.

To check the duration of your warranty for Waterpik™ water flosser items, please refer to the Service Maintenance section of your Owner’s Manual. For troubleshooting assistance with water flosser items, visit the Waterpik™ Support Page or contact us.

Warranty is not offered for Arm & Hammer™, Orajel™, or TheraBreath™ products.

Process

Return of the product is required for all full refunds. Items being returned must be in their original, unopened packaging for a full refund. A partial refund can be offered for open items. A Professional Customer Service Representative must authorize all returns.

To request Return Authorization, please call 1-800-525-2020 or email professional@waterpik.com. If accepted, the representative will issue a Return Merchandise Authorization for the product to be returned. Once the items are received, a refund will be issued. A 15% restocking fee will be deducted from the refund.

Returns cannot be provided in place of warranty assistance for Waterpik™ water flossers. If your purchase was made outside of the return window and you are experiencing problems with your unit, please contact the customer service team before purchasing a new device or submitting a warranty request.

Requests Outside of the Return Window

The Professional Customer Service team cannot accept returns and refund requests past the previously stated window. If your Waterpik™ water flosser device is not functioning correctly, visit our support page for troubleshooting resources or contact customer service for warranty assistance. Purchases made outside of the US and Canada are not eligible for returns or refunds through the Professional Customer Service team.

How to Request a Refund or Return for Your Hygiene Squad Purchase

Please follow these steps to request a return and refund:

1. Gather these items:
   1. Order number, receipt, or invoice showing the purchase; we cannot accept bank statements, dental office handwritten notes, or packing slips.
      1. Note: If the order was placed directly through the Hygiene Squad ordering site (orders.hygienesquad.com), either online or over the phone, the proof of purchase will be stored in our system and is not required to be provided; however, either the order number or email address used to place the order must be provided in order to locate the receipt in our system.
   2. Physical mailing address
   3. Description and quantity of the items being returned
      1. For returns of Waterpik™ water flosser units, provide the product model numbers, which can be found on the bottom of the box or on the outside of the shipping box.
   4. Your name and contact information
2. Contact the Professional Customer Service team:
   Call 1-800-525-2020 during business hours (Monday–Friday, 9:00 a.m. – 5:30 p.m. Eastern Time, closed 1:00–1:30 p.m. EST), or email professional@waterpik.com.