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:
If you have not opened the impression kit, you can send it back in full sellable condition for a full refund
If you have used the kit and taken a Video Coaching Call, 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 kit and NOT taken a Video Coaching Call, you are entitled to a refund minus an admin fee of $150. Admin fee is subject to change and exchange rate fluctuations.
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 of 75% of the order value
If you have been deemed unsuitable through answering dishonestly on our smile assessment or to our advisors, you may be entitled to a refund of 50% of the order value as an admin fee at the company’s discretion
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 (7 calendar days for the Moment temporary veneers, and 30 days for the Classic or Platinum veneers) of receiving the product. This MUST be supported with photo and video evidence of the fault 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 must allow us to remake the product up to two times 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 two remakes, we will issue a refund minus the admin fee of $150
If there is an issue with the fit of your product, you must report it within the manufacturers warranty period (7 calendar for the Moment temporary veneers, and 30 days for the Classic or Platinum veneers) of receiving the product along with supporting photo & video evidence to [email protected]. We will assess and may remake the product up to three times. 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.