Refund policy

Returns Policy for Smile White

At Smile White Holding Ltd ("Smile White"), we strive to provide the best products and services to our customers. If you're not completely satisfied with your purchase, we offer a hassle-free returns policy on certain products. Please read the following information regarding our returns process.

30-Day Money-Back Guarantee:

Clear aligners

1. In addition to your statutory rights, we offer a voluntary 30-Day Money Back Guarantee ("Guarantee") to provide confidence in purchasing our services.
2. Under this Guarantee, you may cancel your order and request a full refund within 30 calendar days of entering into this agreement, subject to the conditions below.
   
   
3. The Guarantee applies:-
   3.1 for 30 calendar days or;
   3.2 until you have had your oral health check with the Smile White Dental Partner and agreed that you want to go ahead with the Treatment Plan. This will result in Smile White manufacturing Aligners which are a bespoke, made-to-order medical device, whichever occurs first.
4. By agreeing to proceed with your Treatment Plan, and therefore the manufacture of bespoke Aligners, you expressly acknowledge and agree that:
   (a) manufacture will begin specifically for you;
   (b) your right to cancel under this voluntary Guarantee immediately ends once manufacture begins.
5. After manufacture has commenced, no refund will be available under this Guarantee unless:
   (a) we agree otherwise in writing; or
   (b) you are entitled to a remedy under applicable consumer law, including where goods are faulty, misdescribed, or services are not performed with reasonable care and skill.
6. This Guarantee is separate from and does not affect your statutory rights

We also draw your attention to the charge we may apply for missed appointments, below.

Our clear aligners are bespoke manufactured goods for you. They are non-refundable (including if you choose to pay by finance) once your order has been placed. We encourage you to thoroughly consider your decision before scheduling an appointment.

If you believe any clear aligner is faulty, you must notify us within 5 days of receiving them.

If you miss any of your appointments, you are liable to pay £79 per appointment.

Teeth whitening, Smile White Retainers

Our dental services, including pro teeth whitening and retainers, are non-refundable once you have booked and confirmed your initial Smile White dentist appointment. We encourage you to thoroughly consider your decision before scheduling an appointment.

If you believe any retainer is faulty, you must notify us within 5 days of receiving them.

Daily Care products

For the daily care products, you are eligible to initiate a return or exchange within 30 days of receiving your unopened and sealed purchase.

Return Options (daily care products only):

When returning a product, you have the following options:

Store Credit: You can choose to receive store credit for the returned item(s). This credit can be used towards future purchases on our website.

Different Product: If you prefer, you may exchange your returned item(s) for a different product of equal or lesser value. Please contact our customer support team for assistance with the exchange process.

Refund: We also offer refunds to the original payment method used for the purchase. Please note that refunds are subject to inspection and approval of the returned item(s) to ensure they meet our return eligibility criteria.

Return Process:

To initiate a return, please follow these steps:

Contact our customer support team within 30 days of receiving your unopened, sealed purchase. Provide them with your order details and the reason for the return.

Our customer support team will guide you through the return process and provide you with a return authorization, if applicable.

Package the item(s) securely in the original packaging or suitable packaging to prevent damage during transit. Include any accessories, manuals, or promotional items that were included with your purchase.

Clearly label the package with the return authorization number provided by our customer support team.

Ship the package back to us using a reliable shipping method with tracking information. Please note that the return shipping costs are the responsibility of the customer, unless the return is due to a defective or incorrect item sent by us. We accept no liability or obligation to provide a refund for items lost in transit.

Return Inspection and Approval:

Once we receive your returned item(s), our team will inspect them to ensure they meet our return eligibility criteria. This process may take up to 10 business days.

If the returned item(s) are found to be eligible for return, we will proceed with the selected return option (store credit, different product, or refund) as per your request. If the return is not eligible, we will contact you to discuss the situation and provide further assistance.

Contact Us:

If you have any questions or require assistance with the return process, please don't hesitate to contact our customer support team. We are here to help and ensure your satisfaction with our products and services.

Note: This returns policy is specific to Smile White products and services. For any issues related to third-party products or services purchased through our store, we recommend referring to the respective seller's returns policy.

We appreciate your understanding and cooperation regarding our returns policy. Thank you for choosing Smile White!