Smilelove’s foundational principle is the happiness of our customers. If you receive your preview and you are unsatisfied with the results we can give you, we will issue a full refund. A preview is a graphical representation of before and after images of the progress you will receive by using SMILELOVE CUSTOM CLEAR ALIGNERS. Previews are delivered to you electronically, and viewed on your own device two weeks after we perform a scan or receive your kit back. To be eligible for a refund if you are using a kit, the completed impression kits need to be sent to Smilelove and you must receive your preview.
Our policy on IMPRESSION KITS and all other not custom Smilelove 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 SMILELOVE CUSTOM CLEAR 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 Smilelove 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.