instasmile Refund & Cancellation Policy

instasmile veneers are custom-made from your impressions. Once production starts, they usually cannot be returned or resold.

Do not send anything back unless we ask you to.

Cancelling a new order

You have 3 days from the day you receive your Self-Impression Kit to change your mind.

This does not apply to re-orders.

To cancel, contact us by chat, email, or your account. We deduct a $50 kit fee. Hygiene rules mean we cannot accept the kit back, even if unused. Dispose of it at home. We refund the rest to your original payment method, usually within 7 days plus your bank’s processing time.

After 3 days, or once the kit has been used, cancellation is only considered in exceptional cases.

What a good product means

Your instasmile is a removable cosmetic accessory, not a medical or dental device. It will not straighten teeth or treat dental problems.

It is made to the impressions and photos you send. It should:

  • follow your dental profile
  • sit securely so it cannot easily be flicked off with your tongue
  • give a cosmetic uplift to your natural teeth

It does not have to snap or click. Some dental profiles need a little dental adhesive. That is not a failed product on its own.

Your responsibility: a good fit depends on an accurate impression. Follow the kit instructions and use our support. If the impressions you send are inaccurate, the product may not fit even if we make it correctly to those impressions.

A slight lisp, extra saliva, or a different feel in the first days is a normal adjustment, not a fit failure.

Trouble with impressions

More than one try is normal. We will help with tips, calls, and support. If you have followed the instructions and used all attempts on your original trays (up to 8 per tray), we will often send free replacement tray(s).

Cancelling after 3 days or after the kit is used

We will try to keep your order moving first. If we approve a cancellation, we deduct:

Stage reached

Fee

Original impression kit only

$165

Original kit + 1 extra kit/tray

$190

Original kit + 2 extra kits/trays

$200

If we decide you are not suitable

  • Before the kit is used: refund minus $50. Dispose of the kit.
  • After the kit is used: refund minus $165.

If false or inaccurate checkout information made you appear suitable when you were not, a $155 fee may apply to any refund we agree.

Aged orders

Your order stays active for 6 months from the day you receive the impression kit.

6–12 months: the order expires if there has been no contact. To restart, send new photos of your natural teeth. If we approve suitability, a $75 reactivation fee applies. That includes a new kit and return shipping. Pay the invoice in full first. Restart impressions within 30 days of receiving the new kit. To cancel instead (exceptional cases), or if we find you unsuitable after the new photos: refund minus $200.

After 12 months: the order expires. Place a new order.

If there is a problem with your finished instasmile

Contact us within 14 days of receiving it, with your order number. After that we may not be able to help under this policy. Send clear photos and/or a short video.

Manufacturing defects

Examples: sharp or unfinished edges, broken joints, blow holes, unintended translucent areas, wrong shade.

If we confirm a defect, we remake the affected product at no extra cost. You must let us remake it before we consider a refund. If you refuse the remake, we deduct the fee in the table above.

If we offer a remake with new impressions, you have 90 days to take them.

Fit issues

A confirmed fit issue means the product cannot go over your teeth, will not stay in place, rocks, or can easily be flicked off with your tongue.

If the first product has a confirmed fit issue caused by the impression used to make it, we remake it once at no extra cost. You must send a new approved impression. A refund is not available instead of this first remake.

If the remake still has a confirmed fit issue, we will not normally remake it again. If we approve a refund, we deduct the fee in the table above.

One arch only

If only one arch has a confirmed fit issue, we keep the value of the arch that fits and deduct the fee from the arch that does not.

Other points

  • Missed payment-plan payments: we pause the order for up to 7 days, then we may close it.
  • Partial.ly setup fee ($25): not refundable.
  • Fee to change or reset a Partial.ly plan after default ($25): not refundable if we have let the order continue.
  • Paid incentives given while you continue: not refundable.
  • Abusive or threatening communication: we may cancel immediately.
  • Chargebacks: we may end the order.
  • Serious illness or family emergency: we review these case by case with supporting information.
  • Extra shipping charged at checkout for addresses outside the USA: not refundable if the order is canceled.

Refunds go to your original payment method only, unless we agree otherwise.

This policy does not limit rights that cannot be limited by applicable law.

Need help? Contact Customer Care through our contact page.

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