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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

What is the duration of the program and what happens at the end?

The Try&Buy program lasts a maximum term of 12 months, after which, your monthly payments will automatically stop and you keep the device. During the program duration, you can chose to cancel or pay-off the device.

Will I own the device with the subscription program?

Yes, this subscription model leads to ownership. You must pay all 12 monthly installments.

Can I pay-off the device before the program's end and will my payments be deducted?

Yes, you can choose to cancel any remaining installments in a single payment via your MyPhilips account.

Once you pay the full remaining amount, your subscription ends, monthly payments stop, and you can keep the device.

Is this program a credit facility like Buy Now Pay Later (BNPL)?

No. BNPL spreads the cost of a purchase you’ve already decided to make. Philips Try & Buy is different: it’s for people who aren’t sure IPL will work for them yet. You can test Lumea at home first, then decide—it’s about trying before committing.

What happens if I don’t want to keep the device?

Simply, log in to your account and choose End the program. We’ll then email you the return instructions and a free return label. Cancellation starts as soon as we receive the device, future payments will then stop.

Returning after 30 days from delivery: You can cancel anytime after the minimum term if applicable. The device can be in used condition when you return it. To prevent a new month’s charge, the device must be delivered to us at least 4 days before your next billing date. Transit times vary, so please ship early and keep the tracking details. Please note: Payments already made are not refunded.

Returning within 30 days of delivery: The product must be unused and you may only open the packaging to check the device condition and that it works. Once we receive your return, we’ll send you an email confirmation and arrange refunding of your payment.

Can I pause the Lumea subscription program?

There is no option to pause the device subscription, you can only cancel and return it. For instructions, please refer to the previous point about not keeping the device.

What if the device breaks during my Lumea subscription programme?

Rest assured. If any defect occurs due to faulty materials or workmanship within your subscription period, we will replace the device free of charge.
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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Frequently asked questions

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Delivery

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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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