Full Refund Policy

Full Refund Policy

Full Refund Policy.

NewSmile™'s foundational principle is the happiness of our customers. If you receive your preview and are unsatisfied with the results we can give you, we will issue a refund less penalties and fees. A preview is a graphical representation of before and after images of the progress you will receive by using NewSmile™ 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 NewSmile™ 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 you request a refund or our licensed dental team determines that our process is not a good fit, a refund case will be opened by NewSmile™ with specific steps outlined. 

Once you’ve received and approved the Treatment Preview for your NewSmile™ Aligners, 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 will require a case to be opened by the refund team and may take up to 30 days for review. If the refund case is approved, it will take 14 business days to issue after case conclusion by the Refund Team, and will be returned to the customer via the customer's original purchasing method only. Banks will typically return funds within 3 business days. Refunds are calculated as the purchase price less your Impression Kit and any costs and/or penalties. Costs and penalties are any expenses incurred by NewSmile™ may include any labour, materials, administration, etc. The fees are (but no limited to): £130 (for the first Impression Kit, shipping & handling, and administration), £70 for any replacement Impression Kits, and £85 per Treatment Preview/Modified Treatment Preview produced by the licensed dental team. Penalties start at £85 and will be determined on the amount of time that has elapsed since purchase. Modified Treatment Preview fees will be waived if the dental team cannot produce a modified Treatment Preview that is found adequate by the customer. We will provide a refund less deposit, penalties, shipping, Treatment Preview, administration, and other services rendered.

In order for us to determine if our NewSmile Guarantee applies to you, please return your impressions or submit your 3D scan so our dental team can evaluate them. If our dental team determines that you're not a great fit for our invisible clear aligners, you will be refunded. If you're a great fit, and your aligners are fabricated, please download our NewSmile app so we can monitor your progress. If you are unable to download our app, you can also email us photos and videos every 2 weeks before proceeding to a new step of aligners. If you've completed the treatment and followed all the instructions and you're not satisfied with the outcome, we'll evaluate your case and provide you with additional aligners to ensure you will get the smile you'll love. You must send photos every 2 weeks on the date you are to change steps, to determine if instructions for wearing your aligners have been followed. There may be additional forms such as our dental questionnaire for us to determine if the proper wear and aligner switch times have been followed.

By submitting your order for Monthly Payments by PayWhirl, you are authorizing Stripe electronic debits from your bank account and/or charges on your credit card, you are legally bound to the following terms:

You acknowledge that I authorize NewSmile Technology UK Ltd electronically debit my account on behalf of Newsmile today. You agree to the terms of the payment plan to make payments as scheduled, or on any amounts owing, which will be stated via email. I understand that I will receive a full refund if the NewSmile licensed dental team finds that I am not a good candidate for clear aligners. Deposits are non-refundable and all payments are non-refundable after 5 months. All refunds will require a case to be opened by the refund team and may take up to 30 days for review. If the refund case is approved, it will take up to 30 days to issue after case conclusion by the Refund Team, and will be returned to the customer via the customer's original purchasing method only. Banks will typically return funds within 3 business days. Refunds are calculated as the purchase price less your Impression Kit and any costs and/or penalties. Costs and penalties are any expenses incurred by NewSmile including any labour, materials, administration, etc. The fees are (but no limited to): Impression Kits, Replacement Impression Kits, shipping & handling, and administration, Treatment Preview/Modified Treatment Preview produced by the licensed dental team. Penalties may apply and will be determined on the amount of time that has elapsed since purchase. The fee for the Treatment Previews will be waived if the dental team cannot produce a Treatment Preview and the customer is found unsuitable for our clear aligners. Clear aligners will be shipped in separate phases, and will not be shipped in cases of defaulted or late payment.

You acknowledge that the credit card(s) or payment method(s) you are using to make this purchase will be active, valid and have sufficient funds available during the entire term of the payback period. If for any reason my payment is declined, you will provide an alternative, valid payment method.

I understand that I may be assessed a late fee(s) if a payment is missed on any of the agreed-upon payment dates for any reason whatsoever aligners may not be shipped. Since these are custom made aligners, once my aligners are approved for production, NewSmile will not be able provide a refund. 

I understand that I am legally bound to these terms and required by law to make all payments on the agreed-upon payment dates. I acknowledge that deposit is non-refundable and that if I terminate my payment plan early, there is an additional £25 administration fee and a £15 early cancellation fee. Impression Kits are non-refundable once shipped. There is a £15 charge for any payments in default (3 consecutive withdrawal attempts and re-administering the payment plan again). Processing fees are non-refundable.

Refinement aligners that are the result of not following your Treatment Plan completely, the cost will be determined when your impressions are received by the dental team, but will typically be £399. You understand that NewSmile™ cannot guarantee any specific results or outcomes and an 85% attainment to your treatment preview is considered a treatment success.

For refunds on Monthly Payment Plans past 30 days, there is an administration charge on the balance due to processing fees with our financing vendor. For PayPal purchases, refunds issued minus any PayPal processing fees as per.  PayPal's refund policy plus applicable administration fees. Replacement Impression Kit's provided for Fast Track and Monthly Payment plan purchases are $80. In the case that a refund is given before a Treatment Preview is provided, there will be a charge for the Impression Kits, any replacement Impression Kits provided, plus penalties and fees.  

You understand that the entire process may take up to 6 months depending on when NewSmile™ receives your impressions/scan back and pictures uploaded. No refunds will be allowed for purchases past 5 months.  No refunds will be provided for those to be found unsuitable for aligner treatment by their dentist after their purchase.

We may change this Refund Policy at any time. It is our policy to post any changes we make to our Refund Policy on this page with a notice that the Refund Policy has been updated on the Website’s or Application’s footer. The date this Refund Policy was last revised is identified at the top of the page. You are responsible for periodically visiting our Website or the Application and this Refund Policy to check for any changes.

NewSmile Technology UK Ltd reserves the right to report delinquent payments to credit agencies and collections agencies, and reserves the right to change the payment schedule at its discretion. 

Last updated January 9, 2024