Smile Guarantee Policy
We want to make sure you are happy with your smile, but sometimes things don’t work out. We provide the options below for making returns. Our “Smile Guarantee” covers returns made for clear aligners.
Within the first 30 days, if you’re not happy for any reason, you can return your unused custom-made SmileDirectClub clear aligners, and all payments you’ve made for the aligners will be refunded. The 30-day time period begins the day your clear aligner shipment is delivered.
If you’re past the 30-day window described above, but you are still not happy with your treatment, you can return your custom-made SmileDirectClub clear aligners at any time during your Smile Plan (which is what we call your treatment plan—from approval and acceptance of your treatment to using your aligners as directed) for a prorated refund for all unopened and unused aligners.
It’s that simple, and we’re that confident. But please note, you’re responsible for any shipping charges when returning your clear aligners.
Clear Aligner Return Process
Please follow these steps when returning your clear aligners:
• Pack your unused aligners, in their original bags, and ship them back to SmileDirectClub.
• Send to:
Attn: SmileDirectClub c/o XPO Logistics
Grandtech Center, Unit 2320, 8 On Ping Street
Siu Lek Yuen, Sha Tin, Hong Kong
• SmileDirectClub needs proof of shipment to honor a refund, so please use a trackable carrier like FedEx or UPS. If a shipment is lost by the carrier in transit, SmileDirectClub cannot process your return without shipping verification.
Smile Guarantee Refunds
Once we receive and process your return, we’ll email you to let you know your refund has been issued. You’ll typically see your refund on your credit card statement within 5 to 10 days of processing, depending on your financial institution. If you signed up for recurring payments, depending on the timing of when we receive your return, you may be charged a payment while we process your return. This payment will be refunded to you once your return has been processed.
Singapore Consumer Protection Law
If you are a consumer that purchased clear aligners or signed up to the Smile Plan, you have statutory rights (under Singapore consumer rights legislation) in relation to your clear aligners and the Smile Plan and those rights are not affected by this Return Policy, which is in addition to your statutory rights. Generally speaking, this means that if defective products are delivered to you (other than minor aesthetic defects), then you are entitled to replacement products or to a full refund subject to such consumer rights legislation.
This return policy is given by SmileDirectClub Singapore Pte. Ltd. whose principal place of business is at 1 Raffles Place, #02-01 One Raffles Place Mall, Singapore 048616.
Last Revised: September 2020
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