Aligners & impression kits
If you are not an eligible candidate...
We will refund your impression kit in full if our orthodontists determine that you're not eligible for our clear aligner treatment. This, however, does not apply if the completed impression kit you return contains unusable impressions. In that case, we'll offer you another impression kit for free to take better impressions.
If your treatment plan is not working...
Aligners should be worn as instructed for a minimum of 22 hours a day. If you are wearing them for 22 hours, uploading monthly progress photos to your account and not seeing any significant results after a period of time, we'll develop a new treatment plan for free (should this option be viable in your case). You may need to complete a new set of impressions if the orthodontists deem it necessary.
Exchange is only applicable to the impression kit, and in the event that you receive a defective product. In that case, please email us at [email protected] to request a new kit.
Refunds are only applicable for the impression kit and only in the event that our orthodontists determine you are not a suitable candidate after receiving your completed impressions.
Should you receive a damaged, defective, or incorrect item, contact our customer care team at [email protected] within 7 business days from the delivery date.
Once we receive your request, we will be in contact with you to address and resolve the issue. We reserve our right to reject a refund request in the event that we are not satisfied (within reason) with the supporting evidence provided to us.
To qualify for a replacement, follow the instructions below:
Pack your unused items in the original packaging (if you have it)
Include all original packing materials, manuals, and accessories
Email us at [email protected] to let us know you would like to return your item
Once approved, your replacement will be processed.