NewSmile™ | Return Policy and Satisfaction Guarantee
NewSmile™ Full Refund Policy
At NewSmile™, customer satisfaction is our top priority. If you receive your Treatment Preview and are not satisfied with the projected results, we will issue a refund minus applicable penalties and fees.
Understanding Your Treatment Preview
A Treatment Preview is a digital before-and-after simulation of your expected progress with NewSmile™ Aligners. This preview is delivered electronically and can be viewed on your device approximately three weeks after we complete your scan or receive your impression kit.
Refund Eligibility
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Impression Kits: Due to hygienic reasons, Impression Kits are non-refundable.
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Non-Custom Products: All unopened, unused, and non-custom NewSmile™ products are eligible for return within 30 days of purchase. To qualify, the product must remain in its original condition.
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Aligners & Treatment Preview:
- If our licensed dental team determines that our process is not a good fit for you, a refund case will be opened.
- Once you have approved your Treatment Preview, refunds are only permitted in cases of manufacturing defects.
- A minor gap at the bottom of the aligner is not considered a defect, as aligners may require buffing or trimming at home.
- Since each aligner is custom-made, aligners that are in production or already manufactured are not eligible for a return or refund.
- If you are unsatisfied with your results after completing your treatment, we will work with you to help you achieve the outcome outlined in your original Treatment Preview.
Additional Product Policies
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Petal Ultrasonic Cleaners & Whitening Light come with a 1-year manufacturer’s warranty and must show a clear video demonstrating product defect(s).
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Consumables (such as cleaning tablets, whitening gel, supplements) must be unused and unopened and are eligible for return within 7 days of delivery.
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Clear Aligners:
- You have 15 days from delivery to inspect your items and notify us of any fit issues, missing items, or defects.
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Retainers & Night Guards:
- You have 30-day Fit Guarantee to ensure your device fits over your teeth.
Refund Process
- All refund requests require a formal case to be opened by our Refund Team.
- The review process may take up to 90 days.
- If your refund is approved, it will be issued within 14 business days after the case is concluded.
- Refunds will be processed using the original payment method. Banks typically return funds within 3 business days.
- Refunds are calculated as the purchase price minus any costs and/or penalties, including but not limited to:
- $139 for the first Impression Kit, shipping, handling, and administration.
- $40 for any replacement Impression Kits.
- $100 per Treatment Preview or Modified Treatment Preview created by our licensed dental team.
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Penalties start at $100, based on the time elapsed since purchase.
- If the dental team cannot produce a satisfactory Modified Treatment Preview, the modification fee will be waived.
NewSmile™ Guarantee
- To determine eligibility for the NewSmile™ Guarantee, you must submit your 3D scan or impression kit for evaluation.
- If our dental team finds you ineligible for aligner treatment, you will receive a refund.
- If your aligners have been fabricated, you must upload progress photos every two weeks before advancing to the next step.
- If you complete treatment as instructed and are dissatisfied with the results, we will evaluate your case and may provide additional aligners at no extra cost to help you achieve your desired results.
Refinement Aligners & Additional Costs
- If additional aligners are needed due to failure to follow your treatment plan, the cost will be $499.
- NewSmile™ cannot guarantee exact results, but an 85% alignment to your Treatment Preview is considered a treatment success.
Refunds on Monthly Payment Plans
- If requesting a refund past 30 days, an administration fee will be deducted due to processing costs.
- Refunds on PayPal purchases will be subject to PayPal's processing fees plus applicable administration charges.
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Deposits for Monthly Payment Plans are non-refundable.
- A $50 fee applies for replacement Impression Kits provided under Fast Track or Monthly Payment Plans.
- If a refund is issued before a Treatment Preview is provided, charges will apply for all Impression Kits, replacement kits, and associated fees.
- Any purchase incentives (e.g., rebates, gift cards, vouchers) may be deducted from the refund amount if they were claimed.
Processing Timelines & Policy Updates
- The entire refund and treatment process may take up to 6 months, depending on when we receive your impressions and progress photos.
- Refunds are not available for purchases older than 5 months.
- No refunds will be granted if a customer is later deemed unsuitable for aligner treatment by their dentist after purchase.
We reserve the right to update this Refund Policy at any time. Any changes will be posted on this page, with an update notification on the website’s or app’s footer. The date of the last revision is listed below.
Updated: July 29, 2025
