Terms of service

TERMS OF SERVICE

Last updated: 27 August 2026

OVERVIEW

This website is operated by Retain & Guard. Throughout the website, the terms “we”, “us” and “our” refer to Retain & Guard.

We provide this website, including the information, tools, products and services available through it, subject to your acceptance of these Terms of Service (“Terms”) and the other policies referred to within them.

By visiting our website, creating an account or placing an order, you agree to these Terms. They apply to all users of the website, including browsers and customers. If you do not agree to these Terms, you must not use the website or purchase our products or services.

Our online store is hosted by Shopify Inc., which provides the ecommerce platform through which we sell our products and services.

SECTION 1 – ELIGIBILITY AND ONLINE STORE TERMS

You must be at least 18 years old and legally capable of entering into a contract to place an order with us.

If you place an order for another person, you confirm that:

  • You have their authority to place the order and provide the information required to fulfil it.

  • You have made these Terms and our Privacy Policy available to them.

  • Where required, you have obtained their valid consent for us to process their dental data for the purposes described in these Terms and our Privacy Policy.

You must not use our website, products or services for any illegal or unauthorised purpose or violate any applicable law while using them. You must not transmit viruses, malware or other destructive code.

SECTION 2 – PRODUCT SUITABILITY AND CUSTOMER RESPONSIBILITIES

Our products and online services are not a substitute for an examination, diagnosis, treatment or advice from your own dentist, orthodontist, doctor or other appropriately qualified healthcare professional.

Before ordering or using a product, you agree that you will:

  • Read and follow all product information, instructions, warnings and contraindications.

  • Seek advice from your dentist or another appropriate healthcare professional if you are unsure whether a product is suitable for you.

  • Use each product only for its intended purpose.

  • Stop using the product and seek appropriate professional advice if you experience pain, injury, an allergic reaction, unusual symptoms or another problem.

  • Provide complete and accurate information that may affect the suitability or manufacture of your product.

You must not take a home dental impression without first seeking advice from your dentist if you have loose or significantly decayed teeth, loose crowns or bridgework, fixed orthodontic appliances, active gum disease, significant oral pain or another condition that may make impression-taking unsafe.

Removable dentures must be removed before taking an impression.

If you are pregnant or breastfeeding, you should obtain appropriate professional advice before using whitening products or any other product whose instructions recommend doing so.

You must not use a product if you know or suspect that you are allergic or sensitive to any of its ingredients or materials. Product ingredients and material information should be checked before use.

SECTION 3 – IMPRESSIONS, MOULDS AND DIGITAL SCANS

Where you choose the home impression method, you are responsible for following the supplied instructions carefully and taking the impression yourself or with appropriate assistance.

Where you provide an existing physical mould, model or digital 3D scan, you confirm that:

  • It belongs to you or the person for whom you are authorised to order.

  • You are permitted to provide it to us.

  • The information you provide about it is accurate.

  • You understand that changes to the teeth or mouth after the impression, mould or scan was created may affect the fit of the finished appliance.

We assess whether an impression, mould or scan appears suitable for manufacturing. If it is incomplete, distorted, damaged or otherwise unsuitable, we may ask you to provide another one.

Unless our Refund and Return Policy, a promotional offer or applicable law states otherwise, additional impression material or postage may be chargeable.

We will take reasonable care of physical moulds and models supplied to us. However, fragile, damaged or deteriorated moulds or models may break during handling, scanning or manufacture. We will not exclude or limit responsibility where it would be unlawful to do so.

SECTION 4 – CUSTOM APPLIANCES, DENTAL DATA AND PARTNER LABORATORIES

We may manufacture a custom appliance ourselves or appoint a carefully selected partner dental laboratory to carry out all or part of the design, production, finishing, quality-control or remake process on our behalf.

To produce a custom appliance, we may need to process information relating to your teeth and oral health (“Dental Data”).

Dental Data may include:

  • Physical impressions, stone or plastic moulds and models.

  • Intraoral scans, 3D scan files and other digital dental models.

  • Dental photographs or images you choose to provide.

  • Appliance specifications, design instructions and requested materials.

  • Relevant information about fit, adjustments, faults or remakes.

  • An order or laboratory reference needed to match the work to the correct order.

Dental Data may constitute health information and special-category personal data under UK data protection law.

Where we use a partner laboratory, we share only the information reasonably necessary for that laboratory to manufacture, quality-check, adjust or remake your appliance.

Wherever reasonably practicable, we remove direct identifiers such as your name, email address, telephone number, billing information and delivery address and replace them with an order or laboratory reference.

This process is more accurately described as pseudonymisation rather than complete anonymisation because Retain & Guard may hold separate information that links the order reference back to you. The partner laboratory will not normally receive the separate identifying information needed to make that link.

Our partner laboratories are required to:

  • Process Dental Data only for the work we instruct them to perform.

  • Use the data only to manufacture, quality-check, adjust or remake the relevant appliance.

  • Maintain appropriate confidentiality and security.

  • Not sell the data, use it for marketing or use it for any unrelated purpose.

  • Return or securely delete the data when instructed, subject to any lawful retention requirements.

If a restricted transfer of personal data outside the United Kingdom is required, we will use the protections required by applicable data protection law.

By ordering a custom appliance and providing an impression, mould, scan or other Dental Data, you instruct and authorise us to process that Dental Data and disclose the minimum necessary Dental Data to selected partner laboratories where reasonably necessary to fulfil your order.

We will process Dental Data in accordance with our Privacy Policy and applicable data protection law.

Where we rely on your explicit consent as the applicable condition for processing Dental Data, we may ask you to provide that consent separately.

You may withdraw your consent as described in our Privacy Policy. However, withdrawing consent may prevent us from manufacturing, completing, adjusting or remaking your custom appliance.

Withdrawing consent does not affect processing that was lawful before consent was withdrawn or information we are legally required to retain.

Further information about how we collect, use, share, retain and protect personal information is provided in our Privacy Policy:

https://retainandguard.co.uk/policies/privacy-policy

SECTION 5 – ORDERS AND CONTRACT FORMATION

When you submit an order, you are offering to purchase the selected products or services subject to these Terms.

An order is not accepted until we send an order confirmation or otherwise confirm that we have accepted it.

We may refuse or cancel an order where reasonably necessary, including where:

  • A product is unavailable.

  • Payment cannot be authorised.

  • The price or product information contains an obvious error.

  • We cannot safely or lawfully provide the product.

  • The information, impression, mould or scan required to manufacture a custom appliance is not provided or is unsuitable.

  • We reasonably suspect fraud, misuse, unauthorised resale or a breach of these Terms.

If we cancel an accepted order, we will provide any refund required by law and our applicable policies.

SECTION 6 – PRODUCTS, DESCRIPTIONS AND PRICES

We make reasonable efforts to describe and display our products accurately.

Colours and appearance may vary depending on the device used to view the website and, for custom products, the selected materials and manufacturing process.

Prices and product availability may change without notice. A price change will not affect an order that we have already accepted, except where there is an obvious pricing error and the law permits us to correct or cancel the order.

We may limit the quantities available, discontinue products or restrict sales to particular locations where reasonably necessary.

SECTION 7 – CUSTOM-MADE PRODUCTS, RETURNS, REMAKES AND REFUNDS

Custom-made dental appliances are manufactured using the impression, mould, scan and specifications associated with the individual order.

Fit and appearance may be affected by the accuracy and age of the information provided and by changes to the customer’s teeth or oral health.

Our 30-day guarantee, including the remedies available for eligible custom appliances, is explained in our Refund and Return Policy:

https://retainandguard.co.uk/policies/refund-policy

Standard products are also subject to that policy.

Nothing in these Terms or our Refund and Return Policy limits your statutory rights where a product is faulty, not as described or not fit for its intended purpose.

SECTION 8 – BILLING AND ACCOUNT INFORMATION

You agree to provide current, complete and accurate order, billing, delivery and contact information.

You must promptly update your information where necessary so that we can process your order and contact you about it.

We may limit or cancel orders placed using the same customer account, payment method, billing address or delivery address where reasonably necessary to prevent fraud, misuse or unauthorised resale.

Payment information is processed by our payment providers. We do not receive or store full payment-card details where these are handled directly by those providers.

SECTION 9 – GENERAL CONDITIONS AND WEBSITE USE

We may refuse access to the website or service where reasonably necessary to protect customers, comply with the law, maintain security or enforce these Terms.

You must not reproduce, duplicate, copy, sell, resell or exploit any portion of the website or service without our prior written permission, except where permitted by law.

Information transmitted over networks may be adapted to meet technical requirements. We take reasonable steps to protect personal information as described in our Privacy Policy.

The headings used in these Terms are included for convenience and do not affect their interpretation.

SECTION 10 – ACCURACY AND AVAILABILITY OF WEBSITE INFORMATION

General information on the website is provided for information only. It should not replace personalised advice from a qualified healthcare professional where such advice is appropriate.

We make reasonable efforts to keep website information accurate and current, but we do not promise that all content will always be complete, current or error-free.

We may update website content at any time.

We may modify, suspend or discontinue all or part of the website or service. We will not use this right to avoid obligations relating to an order we have already accepted.

SECTION 11 – OPTIONAL TOOLS AND THIRD-PARTY SERVICES

We may provide access to optional third-party tools or services. Their use may be governed by separate terms and privacy policies, which you should review before using them.

We are not responsible for third-party tools that we do not control, except to the extent that responsibility cannot lawfully be excluded.

The appointment of a partner laboratory to manufacture an appliance on our behalf is governed by Section 4 and is not treated merely as an optional third-party tool.

SECTION 12 – THIRD-PARTY LINKS

Our website may contain links to third-party websites.

We are not responsible for the content, accuracy, availability or practices of websites we do not operate.

You should review a third party’s terms and privacy policy before purchasing from or providing information to that third party.

Concerns about a third party’s products or services should be directed to that third party.

SECTION 13 – REVIEWS, FEEDBACK AND OTHER SUBMISSIONS

If you submit a review, comment, suggestion, image or other material, you confirm that you have the right to provide it and that it does not violate another person’s rights or any law.

You grant us a non-exclusive, worldwide and royalty-free licence to use, reproduce, edit, publish and display material you intentionally submit for publication or promotional use.

This remains subject to applicable data protection law and any separate permissions we request for identifiable clinical or customer content.

We may moderate or remove content that is unlawful, abusive, misleading, defamatory, obscene, infringing or otherwise inappropriate.

You must not submit false contact information, impersonate another person or upload malicious code. You remain responsible for the accuracy and legality of your submissions.

SECTION 14 – PERSONAL INFORMATION

Our collection and use of personal information is governed by our Privacy Policy:

https://retainandguard.co.uk/policies/privacy-policy

The Privacy Policy includes further information about Dental Data, partner laboratories, service providers, international transfers, retention periods and your data protection rights.

SECTION 15 – ERRORS, INACCURACIES AND OMISSIONS

The website may occasionally contain typographical errors, inaccuracies or omissions relating to product descriptions, pricing, promotions, availability, shipping charges or delivery estimates.

We may correct errors, update information or cancel an affected order where permitted by law.

If we cancel an order after payment because of our error, we will issue the appropriate refund.

SECTION 16 – PROHIBITED USES

You must not use the website or its content:

  • For an unlawful, fraudulent or unauthorised purpose.

  • To violate another person’s intellectual property, privacy or other rights.

  • To harass, threaten, abuse, defame or discriminate against anyone.

  • To submit false, misleading or malicious information.

  • To upload viruses, malware or destructive code.

  • To collect or track another person’s personal information unlawfully.

  • To spam, phish, scrape or attempt to gain unauthorised access.

  • To interfere with the security or operation of the website or another system.

  • To circumvent security features or access restrictions.

We may suspend or terminate access for a breach of this section.

SECTION 17 – DISCLAIMERS AND LIMITATION OF LIABILITY

We do not guarantee that the website will always be uninterrupted, error-free or available. We may temporarily suspend it for maintenance, security or operational reasons.

To the fullest extent permitted by law, we are not responsible for:

  • Losses that were not reasonably foreseeable when the contract was formed.

  • Losses caused by information or circumstances outside our reasonable control.

  • Business losses incurred by a customer acting for commercial purposes.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for:

  • Death or personal injury caused by negligence.

  • Fraud or fraudulent misrepresentation.

  • Defective products where liability cannot lawfully be excluded.

  • Breach of your statutory consumer rights.

  • Any other liability that cannot legally be excluded or limited.

SECTION 18 – INTELLECTUAL PROPERTY

The website and its original content, branding, graphics, photographs, videos, text and software are owned by or licensed to Retain & Guard and are protected by applicable intellectual property laws.

You may use the website for personal, non-commercial shopping and information purposes.

No other right or licence is granted without our prior written permission.

SECTION 19 – INDEMNITY

To the extent permitted by law, you are responsible for reasonable losses, costs or claims that we incur as a direct result of:

  • Your deliberate unlawful use of the website.

  • Your infringement of another person’s rights.

  • Your material breach of these Terms.

This section does not limit any rights or protections available to consumers under applicable law.

SECTION 20 – SUSPENSION AND TERMINATION

These Terms remain effective while you use the website or service.

You may stop using the website at any time.

We may suspend or terminate access if you materially breach these Terms, use the website unlawfully or create a security risk.

Termination does not affect rights and obligations that arose before termination, including payment obligations, accepted orders, intellectual property rights, data protection obligations and provisions intended to continue after termination.

SECTION 21 – SEVERABILITY, WAIVER AND ENTIRE AGREEMENT

If any provision of these Terms is found to be unlawful, invalid or unenforceable, it will be enforced to the maximum extent permitted and the remaining provisions will continue in effect.

If we delay or fail to enforce a provision, that does not waive our right to enforce it later.

These Terms and the policies expressly referred to within them form the agreement between you and us concerning your use of the website and purchase of products and services.

They do not exclude rights that cannot lawfully be excluded.

SECTION 22 – GOVERNING LAW AND DISPUTES

These Terms and any contract between you and us are governed by the laws of England and Wales.

If you are a consumer living elsewhere in the United Kingdom, you retain any mandatory protections provided by the law of the country in which you live and may bring proceedings in the courts available to you under applicable law.

Please contact us first if you have a complaint so that we can try to resolve it promptly.

SECTION 23 – CHANGES TO THESE TERMS

We may update these Terms to reflect changes to our products, services, business practices or legal obligations.

The latest version will be posted on this page with the updated date.

Changes will not retrospectively reduce rights relating to an order already accepted unless the law requires the change or you expressly agree to it.

SECTION 24 – CONTACT INFORMATION

Questions about these Terms should be sent to:

CS@RetainAndGuard.co.uk

Retain & Guard Ltd
179A Shirley Road, Southampton, SO15 3FG, United Kingdom

Company registration number: 15664831