instasmile Refund & Cancellation Policy

We’re here to help you get the confident smile you deserve, and we want the process to feel straightforward and supportive every step of the way. Because instasmile veneers are custom-made just for you (based on your personal impressions), most of our products can’t be returned or resold once we start production. That said, we offer clear options to cancel early, plus lots of help if you run into issues with impressions.

Your 3-Day Cooling-Off Period

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

The cooling off period does not apply to Re-Orders.

  • Just contact us (via chat, email, or your account) to let us know.
  • We’ll deduct a small $50 kit fee to cover our costs (this applies even if the kit is unused—hygiene rules mean we can’t accept returns).
  • You can simply dispose of the kit at home.
  • Any remaining amount will be refunded to your original payment method (usually within 7 days plus any time for your bank to process).

After those 3 days, or once you have used the impresion kit cancellations are more limited—but we’ll always try to help you continue first!

If You’re Having Trouble with Impressions

We know taking good impressions can take a few tries—that’s normal! Our team is here to guide you every step:

  • We’ll offer troubleshooting tips, calls, or extra support.
  • If you’ve followed the instructions and used up all attempts on your original trays (up to 8 per tray), we’ll often send you free replacement tray(s) as a goodwill gesture (normally this would cost extra)

Cancellation Options After the Cooling-Off Period/Impression Kit has been used

We’ll always work with you first to resolve any issues and get your order moving forward. Cancellations outside the 3-day window are only approved in exceptional cases (after we’ve tried everything to help). Fees help cover materials, processing, and our team’s time:

  • Early stage (original kit only): Refund minus $165 admin fee.
  • After 1 set of free replacement trays: Refund minus $190 admin fee.
  • After 2 sets of free replacement trays: Refund minus $200 admin fee.

If we deem you unsuitable for the product

If you are deemed unsuitable for the product before the impression kit has been used (i.e you do not have enough teeth to clip to after you have submitted images of your natural teeth ) we will inform you of this and may have to refund your order less a restocking fee of $50. You may then dispose of the kit.

If you are deemed unsuitable for the product after the impression kit has been used we will refund your order less an admin fee of $165.

 

Aged Orders (Older than 6 months but within 12 Months)

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

  • If it’s been longer without contact, it expires (to keep things fresh and accurate).
  • Want to restart? You will need to resubmit images of your natural teeth to reassess your suitability. Once we have approved your suitability we will charge a $75 reactivation fee (this will includes a new impression kit with return shipping). Payment will be made via an invoice link and must be paid in full before we can reactivate your order. You must restart the impression process within 30 days of the new impression kit being received.
  • If you prefer to cancel or we have deemed you unsuitable (after checking your natural teeth images) we can process a cancellation (exceptional cases) minus a $200 admin fee.

Aged Orders (Older than 12 months)

Unfortunately Orders expire after 12 months. At this point we ask customers to place a new order.

A Few Important Notes (These Apply Anytime)

  • Payment plans: If payments are missed, we will pause the order for up to 7 days to let you catch up. After that, if no payment has been made, the order may be closed (no refund beyond any legal rights).
    • If the order has been closed due to defaulted payments and you want to continue with the order, this can be done as an exception to our policy. You must pay all overdue payments to bring the plan up to date, a fee will be charged to remove the default $25 and added to the plan. Once paid, the plan will be reset to continue as per your payment schedule, no extension will be allowed. The order is non refundable.
  • Partially plan set up fees: Any fees involved with setting up a Partially payment plan are non refundable as advised during the checkout process ($25).
  • Removing a default from a Partially payment plan: Any fees involved with removing a default from a customers Partially plan if we have allowed the order to continue are non refundable ($25).
  • Incentives: Any paid incentives given to a customer who is continuing with their order is non refundable.
  • Behaviour: We have a zero-tolerance policy for abusive or threatening communication — orders may be cancelled immediately (no refund beyond legal rights).
  • Special situations (e.g., serious illness or family emergencies): We review these case-by-case with supporting info, reach out and we’ll do our best to accommodate.

Defective Products or Fit Issues

If There's an Issue with Your instasmile

It can take a little time to adjust to wearing something new in your mouth. You may initially notice a slight lisp, increased saliva or simply that your instasmile feels different. These can be normal signs of adjustment and may improve as you become accustomed to wearing your product.

Report any issue within 14 days of receiving your instasmile: Please contact us as soon as possible, with your order number ready. Reporting an issue within 14 days helps us assess and resolve genuine fit or manufacturing concerns with your custom-made product. If an issue is reported after this period, we may not be able to provide a remedy under this policy. This does not affect your statutory rights.

Our team will ask you to provide clear photos and/or a short video so we can assess whether you're experiencing a normal adjustment, a fit issue or a manufacturing defect.

If we confirm there is a manufacturing defect or fit issue, we'll explain the next steps and the remedy available to you under this policy.

Manufacturing Defects

A manufacturing defect may include:

  • Sharp or unfinished edges
  • Broken joints
  • Blow holes or manufacturing imperfections
  • Unintended translucent areas
  • An incorrect shade

If we confirm that your product has a manufacturing defect, we'll offer to remake the affected product for you at no additional cost.

You must give us the opportunity to remake the affected product before a refund can be considered.

If you choose not to proceed with the remake and request a refund instead, the applicable Retention Fee will be deducted from your refund. The amount of the Retention Fee will be determined in accordance with the Retention Fee Table below.

Fit Issues

Because your instasmile is custom-made using the impressions you provide, accurate impressions are essential to achieving the correct fit.

A confirmed fit issue may include a product that:

  • Cannot be fitted over your teeth at all
  • Will not remain securely in position
  • Does not seat correctly or rocks when fitted

If your first product has a confirmed fit issue resulting from the impression used to manufacture it, we'll remake the affected product once at no additional cost.

You'll need to provide a new approved impression so we can manufacture your replacement product.

You must allow us this opportunity to remake the product and correct the fit. A refund is not available instead of this first remake.

If Your Remade Product Still Doesn't Fit

If the remade product also has a confirmed fit issue, no further remake will normally be offered.

Where a refund is approved, the applicable Retention Fee will be deducted from your refund. The amount will depend on your order and the number of impression kits or additional trays supplied and used during the process.

Retention Fees

Where a refund is approved under this policy, the applicable Retention Fee will be deducted from the amount otherwise refundable to you.

The Retention Fee reflects the stage your order has reached and takes into account the custom-made product and the number of impression kits or additional trays supplied and used during the process.

Single/Dual Order Retention Fees

Stage Reached
Original Impression Kit $165
Original Kit + 1 Additional Kit/Tray $190
Original Kit + 2 Additional Kits/Trays $200

We'll confirm the applicable Retention Fee and the amount to be refunded before your refund is processed.

Partial Order Refunds

If your order contains more than one arch and the confirmed fit issue affects only one arch, the refund will be calculated based on the affected part of your order.

The full value of the correctly fitting arch will be retained. The applicable Retention Fee will then be deducted from the value of the non-fitting arch.

We'll confirm the calculation and the amount to be refunded before processing your refund.

Receiving Your Refund

Any refund due will be returned to your original payment method.

Nothing in this Refund Policy limits or affects your statutory rights under applicable consumer law.

If you need help with your product, please contact our Customer Care team through our contact page

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