If you receive your preview and you are unsatisfied with the projected results we can give you, we will issue a refund. A preview is a graphical representation of before and after images of the progress you will receive by using SmileStudios aligners. Previews are delivered to you electronically two weeks after we perform a scan or receive your impression kit back. To be eligible for a refund if you are using an impression kit, the completed impression kits need to be sent to SmileStudios and you must receive your preview.
Our policy on impression kits and all other not custom SmileStudios products are for thirty (30) days from the date of purchase. To be eligible for a return and a refund, the product must be unused, unopened and in the same condition that you received it.
If our dental professionals determine that our processes are not a good fit for your case, you will receive a full refund. Once you’ve received and approved the preview of your aligners, refunds are only allowed for manufacturing defects, including ill-fittings. Ill-fitting aligners are produced incorrectly because of bad impressions or scans. A gap on the bottom of the aligner is not indicative of an incorrectly manufactured aligner. Each aligner is custom made, as such aligners in production and/or manufactured aligners are not eligible for return or refund.
If your case requires that we ship your aligners in phases, and you decide to cancel, you will be refunded a prorated amount for the unmanufactured aligners. If you purchased aligners from an authorized scan center, do not return them to the scan center, instead, please contact SmileStudios Customer Service with any questions or requests for refunds.
In the unlikely scenario that you are unhappy with the results after your completed treatment, and you have complied with all the aligner wear and care instructions, we are happy to work with you to determine a way to make you satisfied, or for you to receive a prorated refund based on a comparison of the original Treatment Preview, and the actual result. You may also request a refinement for a charge of $200.
All refunds are processed immediately after approval and are returned to the customer via the customer's purchasing method only. Banks will typically return funds the next banking day.