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 14-Day Cooling-Off Period

You have 14 days from the day you receive your Self-Impression Kit to change your mind.

• Just contact us (via chat, email, or your account) to let us know.
• We’ll deduct a small £20 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 14 days, 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

We’ll always work with you first to resolve any issues and get your order moving forward. Cancellations outside the 14-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 £100 admin fee.
• After 1 set of free replacement trays: Refund minus £120 admin fee.
• After 2 sets of free replacement trays: Refund minus £140 admin fee.

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? We will charge a £50.00 reactivation fee (this will includes a new impression kit with return shipping). Payment will be made via an invoice and must be paid in full before we can reactivate your order.
• Prefer to cancel instead? We can process a cancellation (exceptional cases) minus a £140 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 £20 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 (£20).
• Incentives: Any paid incentives given to a customer who is continuing with their order is non refundable.
• Chargebacks: These pause your order immediately. If resolved in our favor, we can restart with a small £40 reprocessing fee.
• 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 (Fit or Defect)

We stand behind our products and want you to love your new smile! Putting something new in your mouth is a big change—it's completely normal to need a little time to adjust, just like breaking in a new pair of shoes. Many customers notice things like a slight lisp, extra saliva, or a different "feel" in the first few hours or days. Usually, these settle down quickly (often within 72 hours or so) as your mouth gets used to them—the more you wear your instasmile, the faster the adjustment happens!

Before we jump to conclusions, we always check if what you're experiencing is part of this natural adjustment period or if there's an actual fit or manufacturing issue.

• Report within 14 days of receiving your veneers: Reach out as soon as you can (with your order number ready). This short window helps us address genuine concerns effectively for custom-made items—after that, we may not be able to assist.
• Help us understand: Our friendly team will ask for clear photos and/or a short video of the concern. This lets us quickly see if it's an adjustment thing (in which case, we'll give tips to help you settle in) or a true defect/fit problem so we can resolve it properly.
• Our promise: If it's a genuine manufacturing defect or fit issue (confirmed by the evidence), we'll remake your veneers at no extra cost—we cover it to ensure your satisfaction. (We'll always explain any next steps clearly upfront.)

Most fit questions turn out to be part of that short adjustment phase and get better with a bit of time and wear. If it's something more, we're here to fix it fast! Just contact us through the website—we'll guide you every step and get you smiling confidently 😊

All refunds go back to your original payment method. Statutory rights (like cooling-off where applicable) are always protected and not affected by this policy.

We’re committed to your satisfaction—most customers sail through with our support! If anything feels unclear or you need help, just reach out via your account or contact page. Let’s get you smiling 😊