NewSmile's promise is to bring a smile to our customers. If you receive your preview and are unsatisfied with the results we can give you, we will work with you alongside our licensed dental team to get you the results that you are seeking. If we are unable to provide a modified treatment preview to your satisfaction, we will issue a refund*. A preview is a graphical representation of before and after images of the progress you will receive by using NewSmile clear aligners. Previews are delivered to you electronically, and viewed on your own device three weeks after we perform a scan or receive your kit back. Impression Kits are ineligible for a refund* due to hygienic reasons. All other non-custom Smilelove products are eligible for a return thirty (30) days from the date of purchase. To be eligible for a return and a refund, the non-custom made product must be unopened, unused and in the same condition that you received it.
If our licensed dental team determines that our process is not a good fit for your case, you will receive a refund. Once you’ve received and approved the Treatment Preview, refunds are only allowed for manufacturing defects. A gap on the bottom of the aligner is not indicative of an incorrectly manufactured aligner, and aligners may need to be buffed and trimmed at home. Each aligner is custom made, and aligners in production and/or manufactured aligners are not eligible for a return or refund.
In the unlikely scenario that you are unhappy with the results after completing your treatment, we are happy to work with you to determine what the issue may be, and will help you achieve the results of your original Treatment Preview. All refunds are processed 14 business days after approval, and are returned to the customer via the customer’s original purchasing method only. Banks will typically return funds within 3 business days.
*For full details see our terms and conditions upon checkout.