What is your refund policy?
You have the right to change your mind in respect of the self-impression kit within 14 days of the date in which you placed the order i.e. the cooling off period. No refunds can be made after this 14 days. Due to the custom nature of the products you do not have a right to change your mind from the moment we receive your returned impression.
1. You have received the self impression kit but your custom product has not yet been made:
IIf you have not opened the impression kit, you can send it back at your own cost (tracked and signed service) in full sellable condition for a full refund otherwise you will be charged $175 admin fee. (Admin fee is subject to change and exchange rate fluctuations). If you refuse delivery, return to sender or leave the impression kit at the courier's office the admin fee of $175 will be deducted from your refund amount.
If you have used the impression kit but have not sent us images of your impression to assess or not returned an impression for inspection to us you are entitled to a refund minus an admin fee of $100. Admin fee is subject to change and exchange rate fluctuations.
If you have used the impression kit and have sent us images or returned an impression to us for inspection you are entitled to a refund minus an admin fee of $175. Admin fee is subject to change and exchange rate fluctuations.
You are unable to provide a suitable impression and want to cancel
Due to the unique nature of creating a custom impression, some customers may not be able to complete this process. Therefore you are entitled to change your mind based on the following circumstances:
Cancellation after attempted impressions. You are entitled to a refund minus an admin fee of $175
You have ordered Top and Bottom veneers and you are unable to provide one of the impressions. You are entitled to a partial refund of the difference in price of the products (eg Top and Bottom price less Bottom price) on the date of the purchase.
2. You are deemed unsuitable
If you have been deemed unsuitable after purchasing due to the unique nature of the Smile Assessment, you will be entitled to a refund minus the $175 admin fee.
If you are deemed unsuitable due to changes in oral health or condition between purchasing online and taking impressions, you are not eligible for a refund.
3. You have received your custom product:
You must inform us of any defect or fault within the manufacturer's warranty period (30 days of the product being dispatched to you). This MUST be supported with photo and video evidence of the fault within 14 days of the issue first being reported for us to fully assess.
If what you have bought is defective, faulty or is assessed by us and deemed it doesn’t fit correctly, you will allow us to remake the product before any refund is assessed. If the fault is clearly a manufacturing issue and not due to misuse or damage caused by the customer, and the problem persists after the remake, we will issue a refund minus the admin fee of $175.
If there is an issue with the fit of your product, you must report it within the manufacturers warranty period (30 days of the product being dispatched to you) along with supporting photo & video evidence within 14 days of the issue first being reported to [email protected] We will assess and may remake the product. If we can not remake the product to fit the dental profile correctly, we may offer a partial refund up to a maximum of 75% of the total order value.
If you are unhappy with a product due to an expectation issue, we may remake the product free of charge at our discretion once, however a refund will not be offered.
If an issue with the product isn’t reported within the manufacturing warranty period, you will not be able to end the contract with us, claim a refund or a remake.
If you have paid via a payment plan and not paid your plan off you will not be entitled for any form of reimbursement or refund, regardless of where you are within the process until the payment plan has been completed.
When your refund will be made.
Your refund will be made within 30 days from :
The day that we have authorised the evidence you have sent us to show the product fault, or
the day on which we receive the product back from you if applicable.