Refund policy
REFUND, RETURNS AND 30-DAY GUARANTEE POLICY
Custom-Made Appliances: 30-Day Guarantee
Every custom-made dental appliance we produce is covered by our 30-day satisfaction guarantee. This includes custom-fit retainers, night guards, whitening trays and sports mouth guards.
The guarantee begins on the day you receive your finished appliance. If you are not happy with it, please contact us within 30 days of delivery and choose one of the following options:
• A free remake of your appliance; or
• Return the appliance for a refund.
If your appliance was produced using your existing moulds or a digital 3D scan, you will receive a full refund.
If your appliance was produced using one of our home impression kits, the cost of the used impression kit will be deducted from your refund. This is because the kit has been used and cannot be resold or refunded. No restocking fee will be charged.
To request a remake or refund under this guarantee, please contact us at CS@RetainAndGuard.co.uk before returning your appliance. Items returned without contacting us first may not be accepted.
This guarantee is provided in addition to, and does not affect, your statutory rights.
Standard Products
We offer a 30-day return policy for eligible standard products. This means you have 30 days after receiving your order to request a return.
Eligible items may be new or slightly used but must be returned in a reasonable condition with their original packaging, accessories and proof of purchase. We reserve the right to reduce the refund where handling or use has reduced the item’s value.
To request a return, please contact us at CS@RetainAndGuard.co.uk before sending the item back.
Return Postage
For change-of-mind returns and returns made under our 30-day satisfaction guarantee, the customer is responsible for arranging and paying for return postage and obtaining the appropriate return label.
We recommend using a tracked postal service, as we cannot be responsible for items lost during return delivery.
We do not charge a restocking fee.
If an item is faulty, damaged, not as described or you receive the wrong product, please contact us immediately. Where appropriate, we will cover the reasonable return cost and arrange a repair, replacement or refund in accordance with your statutory rights.
Hygiene Products
For health and hygiene reasons, oral-care products, impression kits and other sealed hygiene products cannot normally be returned once opened or used unless they are faulty.
This exclusion does not apply to the finished custom-made appliances covered by our 30-day satisfaction guarantee.
Exchanges and Remakes
We accept exchange requests for eligible standard products within 30 days of delivery. For change-of-mind exchanges, the customer is responsible for the return postage.
Custom-made appliances are covered by our separate 30-day satisfaction guarantee. If you are unhappy with your custom appliance, you may request one free remake within 30 days of receiving it.
Refunds
We will notify you when your return has been received and inspected and confirm whether your refund has been approved.
Approved refunds will be issued to your original payment method within five business days. Your bank or card provider may require additional time to process and display the refund.
Where a custom appliance was made using a home impression kit, the cost of the used impression kit will be deducted from the refund. No impression-kit deduction will apply where the appliance was made using your existing moulds or a digital 3D scan.
Where required by law, the refund will also include the cost of the least expensive standard delivery option offered at checkout.
If more than ten business days have passed since we confirmed that your refund was issued, please contact us at CS@RetainAndGuard.co.uk.
Cancellation Rights
Your statutory cancellation rights for eligible standard products remain unaffected.
Although custom-made or clearly personalised products are normally excluded from change-of-mind cancellation rights, Retain & Guard voluntarily provides the 30-day satisfaction guarantee described above.
Contact
For questions about returns, exchanges, remakes or refunds, please contact:
