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Frequently asked questions

General
General
Payment

How can I pay for my subscription?

We accept all major debit and credit cards such as Visa and MasterCard. You can find out which cards are accepted during checkout.

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What happens if I miss a subscription payment?

In the event of a failed payment, a notification will be sent to your email address, providing a link to update your information and complete payment.

You can also log into your account and catch up on your payments there.

Please note, we will put your deliveries on hold until the issue is resolved.

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Delivery

When will I receive my product?

Our goal is to deliver the ordered product within 3-6 working days, but this depends on your location.

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MyPhilips Account

How can I update my details?

You can update your information at anytime in your subscription account.

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Sonicare Subscriptions
Sonicare Subscriptions
Toothbrush Subscription

Can I purchase my electric toothbrush handle before the Try & Buy programme ends?

You can purchase the electric toothbrush handle at anytime during the Try & Buy programme period for the full purchase price minus the already paid amount.

Note: The warranty starts from the date the first payment is made.

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What happens if my toothbrush develops an issue while I am still paying for it?

Don't worry! If during your Try & Buy programme period you are experiencing trouble with your electric toothbrush handle due to factory or material issues, we will replace the electric toothbrush handle for free.Philips Sonicare does not take responsibility for loss, theft, or damage.

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How does the Sonicare Try & Buy programme work?

-Kick off your Try & Buy programme and receive your toothbrush handle.

- If you enroll in the Try & Buy programme, automatic charges to your payment card will continue unless you cancel the subscription.

- the first payment is taken on the day of subscription creation

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Are there any hidden costs?

There will be no surprises when it comes to costs. Delivery is always free and you can cancel your subscription at any time.

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Can I order more than 1 subscription?

Yes, you can order up to 5 per household.

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Which handle can I buy?

You can choose either the Sonicare for Kids, the ProtectiveClean 4300, the DiamondClean 9000 or the Prestige 9900.

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Does the Try & Buy programme have an end date?

The installment payments on your handle lasts 12 months.

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How do I cancel my subscription?

You can't pause your Try & Buy programme but you can cancel it anytime. Simply log into your account and click “Cancel my subscription”. The cancellation process is different depending upon how long you have had your product.

If you wish to cancel within the first 30 days then you are entitled to return the product and receive a full refund. You’ll receive instructions by email to return your product free of charge.

However, if you wish to keep your product or it is after the first 30 days then you can cancel your subscription in the account and return the product but will not receive any refunds. You’ll receive instructions by email to return your product free of charge.

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Brush Head Subscription

How does the Sonicare Try & Buy programme work?

-Kick off your Try & Buy programme and receive your toothbrush handle.

- If you enroll in the Try & Buy programme, automatic charges to your payment card will continue unless you cancel the subscription.

- the first payment is taken on the day of subscription creation

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How can I postpone the delivery or cancel my subscription?

You can't pause your subscription but you can cancel it anytime. Simply log into your account and click “Cancel my subscription”. The cancellation process is different depending upon how long you have had your product.

If you wish to cancel within the first 30 days then you are entitled to return the product and receive a full refund. You’ll receive instructions by email to return your product free of charge.

However, if you wish to keep your product or it is after the first 30 days then you can cancel recurring payments and further brush head deliveries. At this time you will be able to pay off the outstanding balance on your electric toothbrush (if relevant) to settle your account.

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Are there any hidden costs?

There will be no surprises when it comes to costs. You will even save money by subscribing because the replacement brush heads will be cheaper than the recommended retailer price. Delivery is always free and you can cancel your subscription at any time.

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I ordered my brush head. Is my subscription now active?

Yes. Your brush head subscription is activated as soon as you make your payment

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How often are my replacement brush heads delivered?

As part of your subscription plan, you will receive a new replacement head every 3 months.

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Can I return my brush heads?

Yes, returns of unopened brush head in original packaging will be accepted within 30 days of receipt for a full refund.

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What happens if I miss a subscription payment?

In the event of a failed payment, a notification will be sent to your email address, providing a link to update your information and complete payment.

You can also log into your account and catch up on your payments there.

Please note, we will put your brush head deliveries on hold until the issue is resolved.

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Can I order more than 1 subscription?

Yes, you can order up to 5 per household.

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Does the Try & Buy programme have an end date?

The installment payments on your handle lasts 12 months.

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How do I cancel my subscription?

You can't pause your Try & Buy programme but you can cancel it anytime. Simply log into your account and click “Cancel my subscription”. The cancellation process is different depending upon how long you have had your product.

If you wish to cancel within the first 30 days then you are entitled to return the product and receive a full refund. You’ll receive instructions by email to return your product free of charge.

However, if you wish to keep your product or it is after the first 30 days then you can cancel your subscription in the account and return the product but will not receive any refunds. You’ll receive instructions by email to return your product free of charge.

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Which brush head can I buy?

You can choose either the Optimal White, Premium Plaque Defence, Premium Gum Care or Premium All-in-One.

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OneBlade Subscriptions
OneBlade Subscriptions
Blade Subscription

How does the OneBlade subscription work?

Philips OneBlade subscription makes your grooming routine as easy and convenient as possible.

Based on your grooming routine, pick a blade delivery frequency that is right for you!

Once enrolled in the subscription, your credit card will automatically be charged prior to each order being shipped. This will continue until you cancel the subscription in your account. Replacement blades will only be shipped after payment has been received.

Delivery of blades is always free, and you can cancel or modify your subscription at any time.

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How do I cancel my subscription? And what happens?

You can cancel your subscription at any time.

1. Log into your account

2. Click “Cancel my subscription’’ and follow the steps

You will receive instructions by email on how to return your product free of charge. The cancellation process can differ based on how long you have had your Philips OneBlade device.

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What happens if I need a blade delivered before my next shipment cycle?

1. Log into your account

2. Click “Advance your next replenishment shipment’’ and follow the steps

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What happens if I need to postpone my next blade shipment?

1. Log into your account

2. Click “Postpone next shipment’’ and follow the steps

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What happens if I need to change frequency of blade shipment?

1. Log into your account

2. Click “Change frequency” and follow the steps

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Lumea Subscriptions
Lumea Subscriptions
Lumea Subscription

How do I cancel? And what happens?

Cancellation is possible at any time within 12 months. Log in to your Lumea Try & Buy account and click on 'Cancel my subscription'. You will receive instructions to return your product for free.

a. Your cancellation will take effect as soon as we have received the device.
b. All further payments will be stopped.

Please note, Philips does not terminate the Agreement definitively until we have received the product back. Your product must be received at least 2 working days before the start of a new month, otherwise we cannot process the termination of the Agreement on time, and we will be forced to charge an extra month.

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Can I pay off my Lumea before my programme ends?

Absolutely, you can pay off your Lumea at any time within 12 months. Your outstanding balance left to pay will be shown in your account section.

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What happens once my monthly fees have covered the full retail price?

After 12 monthly payments the £459.00 retail price has been covered and no further amount is due. You can keep the device and no further payments will be taken from your account.

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What happens if my Lumea develops an issue while I am still paying for it?

Rest assured. If any defect occurs due to faulty materials or workmanship within your subscription period, we will replace the device free of charge. If you lose the device, it gets stolen or you damage it, Philips may request the full retail price from you, minus the subscription payments you already made.
Please note that if you purchase the Philips Lumea the normal Philips 2-year warranty period starts from the moment you have started the Try&Buy subscription.

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Online shop
Online shop
Online shop

How do I get support for the Online Store?

On this FAQ page you'll only find answers about subscriptions. If you have enquiries related to the Philips Online Store, we recommend visiting our dedicated Online Store FAQ page.

Online Store FAQ

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Subscription Support

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Frequently asked questions

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Delivery

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MyPhilips Account

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Toothbrush Subscription

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Brush Head Subscription

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Blade Subscription

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Lumea Subscription

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