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What is your refund policy?

Changed your mind? Unfortunately we are not able to refund a custom-made instasmile product if you have changed your mind.

When you don’t have the right to change your mind. You do not have a right to change your mind in respect of a large number of the products we sell, in particular:

  1. products that are made to your specification or are clearly personalised, this includes products which are made to your completed self-impression kit, dentist’s impression or individual measurements. For the avoidance of doubt, you will not have the right to change your mind from the moment you have completed your self-impression kit (including if you have used your self-impression kit incorrectly), on receipt by us of a dentist’s impression or on attendance by you at one of our clinics; and
  2. products which have been sealed for health protection or hygiene purposes, once these have been unsealed and used by you, for the avoidance of doubt this would include any products which are placed inside the mouth such as mouthguards, clip on veneers or retainers etc.

Struggling with your impressions? If you’re having trouble taking your impressions (this is totally normal so don't get too disheartened!), we offer all our customers a complimentary video coaching call with one of our expert Smile Consultants. The video call takes just 30 minutes, and has a 95% success rate for taking a great impression first time - meaning you're closer to your new smile.

If you need to cancel your order after you have used your impressions kit we charge a one-off £75 fee to cover material and shipping costs, and provide you with a refund. If we’ve dispatched your impression kit but you have not used it and we have not manufactured your custom product, send it back to us unopened and we can cancel your order. You must notify us by email within the 14 day cooling off period to be eligible for a refund.

30-day warranty. Every instasmile is covered by a 30-day warranty. Please alert us to any faults within this time. Should there be any issues, we will work with you to make sure that your new smile is fixed as soon as possible. At this point, we cannot offer a refund, as your instasmile has been created exactly to your specifications, and cannot be resold.

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