Returns, refund and Cancellation Policy

Repair, replacement or a refund

If you wish to seek repair, resupply, replacement or a refund for a faulty product, please contact us and we will explain the requirements to you. This may include you: (i) providing proof of purchase, (ii) providing evidence of fault to us, and (iii) returning any faulty products to us. Please note that any discomfort, swelling, sensitivity, numbness, sore jaw muscles or succumbing to an allergic reaction to materials used in our products may not, in itself, be evidence of product fault.

(a) Return and Cancellation Policy: As we are not able to use the Impressions kit or aligner kit for anyone else, we do not accept returns on either the Impressions kit or the aligner kit. Once we receive your Order, your Impressions kit order has been processed and cannot be cancelled or refunded. If you have a question regarding your order, please email us at

(b) Refund: If you are entitled to a refund, we will only give you the refund once evidence of fault is received and confirmed by us. Any refund we make will be by the same payment method used to purchase the product.

(c) Exchange Policy: If you believe you have received a defective product, please email us within 3 days at to request a replacement.

(d) Packaging: You must adequately package any product you are returning to us to ensure that it is not damaged during return delivery.

(e) Duty of care: You have a duty of care for the product while it is in your possession. If you damage products, then subsequently return the products, you may be liable to pay to repair the product to its original condition. In these circumstances, where a repair is not economically viable, no refund will be made.

(f) If the treatment plan is not working: If you have worn the aligners as prescribed and they are not working we will work with you to develop a new treatment plan without additional charge, as long as the eSMART Align Dental team determines that a new treatment plan is advisable. In this case, you may be required to submit a new Impressions kit and/or some photographs.