Full Refund Policy
Smilelove’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 SMILELOVE CUSTOM 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 SESSIONS/SCANS are ineligible for a refund due to services already rendered. All other non-custom Smilelove products are eligible for a return thirty (30) days from the date of purchase.
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 Smilelove with specific steps outlined.
Once you’ve received and approved the Treatment Preview for your SMILELOVE CUSTOM CLEAR 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 90 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 Smilelove including any labour, materials, administration, etc. The fees are (but no limited to): HKD $800 for each Impression Session, Scan, services & handling, and administration and HKD $2,000 per Treatment Preview and $1,000 per Modified Treatment Preview produced by Smilelove's licensed dental team.
In the unlikely scenario that you are unhappy with the results after your treatment, and you have complied with all the Aligner wear and care instructions, we will work with you to determine the cause. Refinement aligners that are the result of not following your Treatment Plan completely, the cost will be determined impressions are received, but will typically be HKD $3,000. You understand that Smilelove cannot guarantee any specific results or outcomes. You understand that Smilelove cannot guarantee any specific results or outcomes and a 90% attainment to your treatment preview is considered a treatment success.
For refund requests past 2 months, additional penalties will be calculated and deducted from the refund amount for cancellation of treatment. For PayPal purchases, refunds issued minus any PayPal processing fees as per PayPal's refund policy, if a dispute is opened with Paypal, no refunds will be given for lost cases.
In the case that a refund is given before a Treatment Preview is provided, there will be a charge for services, fees, materials, handling, plus penalties and fees.
The entire process may take up to 6 months depending when workable impressions are obtained. No refunds will be given for purchases past 6 months.
Updated - August 14, 2020