SmileBox® Returns Policy
We are happy to offer a refund if you no longer wish to go ahead with your SmileBox® impression kit within 30 days of purchase. Please be aware that we must receive returns within 30 days of delivery – this is irrespective of your chosen payment method.
Your SmileBox® impression kit should be returned unopened and unused via recorded mail. You are responsible for any shipping charges when returning this to us.
How to return
Step 1
Contact a smile coordinator via your account’s Message tab and confirm the reason for the refund. We will confirm the return address at this stage.
Step 2
Pack up the kit properly to ensure it is protected in transit.
Step 3
Send us the return tracking number so we can keep an eye on the return delivery.
Receiving Your Refund
Once we have received your package, providing the kit is intact and has not been opened or used, we will proceed with the refund within 2 weeks of receiving the parcel.
Your refund will be confirmed by email, and funds will be returned to your original payment method. This can take up to 10 days to show on your statement from the time of issue. Please be aware that this varies according to your bank and payment method.
If your card has expired since placing the order, please make sure to let us know.
The same process is valid for other non-custom dental products purchased from Straight Teeth Direct® such as toothpaste, toothbrush and goodies.
If the product has been shipped, return and customs fees will be deducted from the total refund amount.
Aligners Refund Policy
Due to the staged delivery of your aligners, you have the option for a partial refund in the event that you decide to discontinue the process after receiving the initial 5 aligners. This applies in cases of unforeseen financial or medical circumstances, or for any other personal reasons. Your satisfaction and peace of mind are our priority, and you won’t be required to return the aligners to us.
Please note that the fitting of your custom aligners will be verified by the clinical team and any issues experienced will be resolved with professional advice and close monitoring.
You will always be given solutions, which involve new impressions and/or the production of new aligners, all covered as part of our guarantees, so you can continue with your treatment at no extra cost.
Cancellation and refund policies differ according to your chosen payment plan and stage of treatment. Please refer to the information below and contact us if you have any questions about your specific case.
Starter aligners 1 to 5:
If for any reason, after receiving your first aligners, you decide not to continue the process, you will be able to stop here and only be charged £499 to cover the cost incurred.
Refunds and subscriptions will be stopped if you give us a written notice through your account’s Message tab within 30 days of receiving the aligners (as per the tracking number).
Eligible refunds at this stage:
– If you paid in 1 go (£1,790) you will be refunded the total of £1,291
– If you chose one of the in-house monthly plans – the minimum payment required is £499, then future payments will be cancelled
Should the refund request be made prior to the production of your first batch of aligners and additional impressions have been received, there will be a charge of £40 per impression kit or £79 per 3D scan deducted from the overall refund amount.
Due to the custom nature of the devices, no refund will be applicable if you choose to stop treatment and have received the rest of your programmed devices.
Subscription cancellations through Humm:
If you set up a payment plan with Humm, any eligible refunds as per the terms above will be returned to Humm and you would have to notify them directly should you wish to make changes to your payment plan with them.
Receiving Your Refund
Once we have received a written request from you within 30 days of receiving your first batch of aligners, we will send you an end-of-treatment letter for you to sign, confirming your consent to stop all treatment and further aligner deliveries.
Once e-signed, we will be able to proceed with the refund, which will be confirmed by email, and funds will be returned to your original payment method. This can take up to 10 days to show on your statement from the time of issue. Please be aware that this varies according to your bank and payment method.
If your card has expired since placing the order, please make sure to let us know.
If the product has been shipped, return and customs fees will be deducted from the total refund amount.
Whitening Kit Returns & Refund Policy
If you purchased a 360 whitening kit and want to cancel, the best is to inform us before it leaves our facility to avoid unnecessary shipping to and from you for the environment.
We will accept returns within 7 days of shipping as long as the kit is unused, undamaged and together with its original sticker on the box, all materials delivered in full and in its original packaging.
If the kit has been opened or received for more than 7 days we won’t be able to accept a return due to hygiene and storage requirements for the kit to remain effective.
A refund will be issued only if the kit meets the conditions after inspection.
All returns are handled by the customer. The shipment cost during this process is not covered by the company.