instasmile Refund & Cancellation Policy

instasmile veneers are custom-made from your impressions and photos. Once we start production, they usually cannot be returned or resold.

We still give you a clear window to cancel early, and we will help if impressions or the finished product go wrong.

Your legal rights

The usual 14-day cooling-off right for most online purchases does not apply to goods made to your specifications or clearly personalised. instasmile veneers fall into that category.

You still have rights under the Consumer Rights Act 2015 if the product is not of satisfactory quality, not fit for purpose, or not as described. Nothing in this policy limits those rights.

We also give you a voluntary 14-day cancellation window on a new, unused Self-Impression Kit, as set out below.

What “as described” and “fit for purpose” mean

Your instasmile is made to the impressions and photos you provide. It is designed to:

follow your dental profile, based on those impressions
sit securely on your natural teeth so it cannot easily be flicked off with your tongue
give a cosmetic uplift to the look of your natural teeth

It is not a medical or orthodontic device. It will not straighten teeth, treat dental problems, or change your bite.

A successful fit depends on an accurate impression. You must follow the kit instructions and use the support we offer. If the impressions you send do not capture your teeth accurately, the finished product may not fit even if it is made correctly to those impressions.

We treat the product as fitting if, once seated:

it goes over the intended teeth
it stays in place during normal wear
it cannot easily be flicked off with your tongue
it provides a visible cosmetic improvement compared with your natural teeth

A short adjustment period is normal. A slight lisp, extra saliva, or a different feel in the first days is not, on its own, a fit failure.

We treat it as a confirmed fit issue if the product:

cannot be fitted over your teeth at all
will not stay securely in place
rocks or does not seat properly
can easily be flicked off with your tongue during normal wear

Fit is judged against the impressions you provided and the photos or video you send us.

Cancelling a new order (cooling-off)

You have 14 days from the day you receive your Self-Impression Kit to change your mind.

This does not apply to re-orders.

To cancel:

Contact us by chat, email, or your account.
We deduct a $65 kit fee if the kit is unused. We cannot accept it back for hygiene reasons.
Dispose of the kit at home.
We refund the rest to your original payment method, usually within 7 days plus your bank’s processing time.

After 14 days, or once the impression kit has been used, cancellation is only considered in exceptional cases.

Trouble with impressions

Taking a good impression can take more than one try. That is normal.

We will help with tips, calls, and extra support. If you have followed the instructions and used all attempts on your original trays (up to 8 per tray), we will often send free replacement tray(s).

Cancelling after the cooling-off period or after the kit is used

We will always try to keep your order moving first. If a cancellation is approved, we deduct an admin / retention fee:

Stage reached	Fee deducted
Original impression kit only	$235
Original kit + 1 extra kit/tray	$260
Original kit + 2 extra kits/trays	$280

If we decide you are not suitable

Before the kit is used (for example, not enough teeth to clip to after you send photos): we may refund you minus a $65 restocking fee. Dispose of the kit.
After the kit is used: refund minus $235

Aged orders

Your order stays active for 6 months from the day you receive the impression kit.

6–12 months

The order expires if there has been no contact.
To restart: send new photos of your natural teeth so we can check suitability again. If approved, there is a $100 reactivation fee. This includes a new impression kit and return shipping. Pay the invoice in full before we reactivate. You must restart impressions within 30 days of receiving the new kit.
To cancel instead (exceptional cases), or if we find you unsuitable after the new photos: refund minus $280

After 12 months

The order expires. You will need to place a new order.

If there is a problem with your finished instasmile

Report any issue within 14 days of receiving your instasmile. Have your order number ready. After 14 days we may not be able to help under this policy. This does not affect your statutory rights.

We will ask for clear photos and/or a short video so we can tell whether this is a normal adjustment, a fit issue, or a manufacturing defect.

Manufacturing defects

Examples: sharp or unfinished edges, broken joints, blow holes, unintended translucent areas, wrong shade.

If we confirm a defect, we will remake the affected product at no extra cost. You must give us the chance to remake it before we consider a refund.

If you decline the remake and ask for a refund instead, we deduct the retention fee in the table above.

Fit issues

If the first product has a confirmed fit issue caused by the impression used to make it, we will remake it once at no extra cost. You must send a new approved impression.

A refund is not available instead of this first remake.

If the remade product still has a confirmed fit issue, we will not normally remake it again. If a refund is approved, we deduct the retention fee from the table above.

Partial orders

If your order is for more than one arch and only one arch has a confirmed fit issue:

we keep the full value of the arch that fits
we deduct the retention fee from the value of the arch that does not fit

We will confirm the amount before we process any refund.

Other important points

Missed payment-plan payments: we pause the order for up to 7 days. After that we may close it, with no refund beyond your legal rights.
Paid incentives given while you continue with an order: not refundable.
Abusive or threatening communication: we may cancel the order immediately, with no refund beyond your legal rights.
Serious illness or family emergency: we look at these case by case if you send supporting information.

How refunds are paid

Any refund is returned to your original payment method.

Need help? Contact Customer Care via our contact page.