SMILEIE GUARANTEE

Our Promise to You

At Smileie, our goal is to provide you with a safe, effective, and convenient clear aligner treatment backed by expert clinical review and dedicated customer support.

If, after reviewing your impressions or digital scans, our licensed U.S. orthodontic team determines that you are not a suitable candidate for clear aligner treatment, you will receive a full refund.

Every customer is assigned a dedicated Smile Specialist who will guide them throughout their treatment and help ensure their progress follows the approved 3D Treatment Plan.

As Smileie is a remote orthodontic treatment, successful results depend on wearing your aligners as instructed, following all treatment guidelines, and maintaining communication with our team.

SMILEIE REFUND POLICY

  1. Order Cancellation & Impression Kit
    • Once your order is placed, we immediately begin processing and preparing your impression kit for shipment.
    • Orders cancelled within 3 hours of purchase are eligible for a full refund.
    • Orders cancelled after 3 hours will be refunded minus the cost of the impression kit.
    • Once the impression kit has been shipped, it cannot be returned due to the safety and hygiene regulations applicable to dental products.
  2. 3D Treatment Plan
    • After we receive workable impressions or digital scans, we create your personalized 3D Treatment Plan.
    • Unlimited revisions are available before approval.
    • If you decide not to proceed before approving your 3D Treatment Plan, you may request a refund less the impression kit cost.
    • If our orthodontic team determines that you are not a suitable candidate for treatment, you will receive a full refund.
    • Examples of conditions that may make a patient unsuitable include:
      • Requirement for IPR
      • Requirement for attachments
      • Active gum disease
      • Tooth mobility
      • Severe orthodontic cases
      • Any other clinical condition determined by our dental team.
  3. Result Guarantee
    • We stand behind the results shown in your approved 3D Treatment Plan.
    • If your teeth do not track as planned despite following all treatment instructions, Smileie will provide a refinement treatment where clinically appropriate.
    • To remain eligible for refinements, you must:
      • Wear each aligner as prescribed.
      • Follow all instructions provided by Smileie.
      • Upload progress photos whenever requested and before moving to the next aligner.
      • Maintain regular communication with your assigned Smile Specialist.
      • Keep all aligners in a safe place throughout treatment.
      • Complete any required dental work before beginning treatment.
    • Failure to follow these requirements may affect eligibility for refinements or additional treatment.
  4. Oral Hygiene
    • Maintaining excellent oral hygiene is essential throughout treatment.
    • Brush and floss regularly to keep your teeth and gums healthy while wearing your aligners.
  5. Retainer Usage
    • Once your aligner treatment is completed, you must begin wearing your retainers as instructed.
    • Consistent retainer wear is necessary to maintain your treatment results.
    • Please submit your final treatment photos to your Smile Specialist upon completion.
  6. Ill-Fitting Aligners
    • If you experience an issue with the fit of any aligner, contact your assigned Smile Specialist immediately.
    • Submit clear photos and a video demonstrating the fitting issue.
    • Our clinical team will review your case and determine whether replacement or refabrication is required.
  7. No Refund After Treatment Approval
    • Once your 3D Treatment Plan has been approved, treatment has officially commenced.
    • No refunds will be issued after approval of the 3D Treatment Plan.
    • No refunds will be issued once aligners have entered production.
    • No refunds will be issued after aligners have been shipped or delivered.
    • Any treatment concerns arising after approval will be addressed through our clinical review process. Where appropriate, Smileie may provide refinements, replacement aligners, or other corrective treatment instead of a refund.
  8. Customer Participation & Treatment Inactivity
    • Smileie is a remote treatment that requires active participation throughout the process.
    • Customers are responsible for:
      • Responding to communications from Smileie in a timely manner.
      • Completing impressions or digital scans when requested.
      • Uploading progress photos through the patient portal.
      • Wearing aligners according to instructions.
      • Reporting any fitting concerns promptly.
    • Smileie is not responsible for delays caused by customer inactivity, missed communications, failure to submit required information, or failure to follow treatment instructions.
    • If treatment is paused or delayed due to customer inactivity, updated records, replacement aligners, or a new treatment plan may be required at an additional cost.
    • Customer inactivity does not create eligibility for a refund.
  9. Refund Request Time Limit
    • Refund requests must be submitted within six (6) months of the original purchase date.
    • If a customer does not complete the impression process, delays treatment, remains inactive, or contacts Smileie after six (6) months requesting a refund, the refund request will not be accepted.
    • This includes cases where:
      • The impression kit was never used.
      • Impressions or digital scans were never submitted.
      • Treatment was never started.
      • The customer stopped responding to emails, calls, or messages.
      • The customer postponed treatment for personal reasons.
      • The customer failed to complete required treatment steps.
    • Customers returning after six (6) months due to inactivity are not eligible for refunds. Available options, if any, are at Smileie's sole discretion.
    • Nothing in this policy limits any rights that cannot legally be excluded under applicable law.
  10. Customer Cooperation
    • Customers are responsible for:
      • Responding to Smileie communications promptly.
      • Providing accurate shipping information.
      • Completing impressions or digital scans when requested.
      • Uploading progress photos through the patient portal.
      • Wearing aligners according to the prescribed schedule.
      • Promptly reporting fitting concerns or treatment issues.
    • Smileie is not responsible for delays caused by failure to respond, provide information, complete treatment steps, or follow treatment instructions.
    • Such delays do not create eligibility for a refund.
  11. Shipping & Address Responsibility
    • Customers are responsible for providing a complete and accurate shipping address at the time of purchase.
    • If Smileie requests additional address information and the customer fails to respond, any resulting shipping delays are not the responsibility of Smileie.
    • If a shipment is returned because of an incorrect, incomplete, or undeliverable address provided by the customer, additional shipping charges may apply for reshipment.
    • Returned shipments due to customer error do not qualify for a refund.
  12. Refund Processing
    • Approved refunds are processed within 10–12 business days after approval.
    • A non-refundable payment processing fee may be deducted depending on the payment method used.
    • Refunds will be issued to the original payment method used during the purchase.
    • If you have any questions regarding your treatment or this Refund Policy, please contact us at hello@smileie.com or reach out to your assigned Smile Specialist.
    • We are committed to providing outstanding customer support and helping you achieve the best possible treatment outcome.