Refund & Return

At Caspersmile, we want you to feel confident and comfortable when making a purchase. Our policies are designed to be clear, fair, and customer-focused. Please review the terms below carefully before placing your order.

We encourage thoughtful consideration before purchasing, as cancellations and returns are subject to the conditions outlined here. 

1. Order Cancellations

Cancellations can be requested within 5 days of placing your order.

After 5 days, cancellation or refund requests will not be accepted once the order has entered processing.

2. Impression Kit

For health and safety reasons, impression kits cannot be returned once it has been used.

Unused kit can be returned, but customers are responsible for return shipping costs. Refunds will be issued only after the kit has been inspected.

If you decide not to proceed after viewing your smile projection, no refund will be provided.

3. Dental Scans

Fees for dental scans are non-refundable as they are paid directly to the dental providers.

Missed appointments may incur additional charges for rescheduling.

4. Clear Aligners

Once aligners are manufactured, returns are not accepted.

If your first set of aligners does not fit properly, we will remake them at no additional charge—provided no dental work has been done since impressions were taken. Aligners will not be replaced for free if dental changes have occurred after impressions.

If you do not approve your 3D treatment plan or smile projection and opt not to continue, Caspersmile will retain the impression kit fee and any transaction processing fees (which vary by payment method).

At treatment completion, if you have adhered to all guidelines but are unsatisfied with your results, you may request a re-evaluation by submitting photos of your teeth with your final aligners in place. Refinement requests should be submitted within 2–3 weeks following the completion of your treatment.

If approved, you will qualify for additional aligners (refinement) subject to a £250 refinement fee.

5. Retainers

Retainers are non-refundable and cannot be returned once manufactured.

For retainer-only orders, retainers are made from your provided impressions. If your teeth have shifted prior to delivery (due to not wearing retainers after previous orthodontic work), we cannot be responsible for fit issues or provide free replacements.

For existing aligner customers, continuing to wear your final aligners or retainers is crucial to avoid relapse. If retainers do not fit properly, Caspersmile will re-assess the fit and may manufacture replacements if approved.

6. Night Guards

Night guards are non-refundable and non-returnable for hygiene reasons once produced.

We are not liable for fit problems caused by changes in teeth alignment after previous orthodontic treatments. Free replacements will not be provided if teeth have shifted.

7. Sports Mouth Guards

Sports mouth guards are non-refundable and cannot be returned once made.

Fit issues due to teeth shifting after orthodontic treatment are not covered, and no free replacements will be issued.

8. Whitening Kits & Other Oral Care Products

Due to hygiene, whitening kits and other oral care products cannot be returned or refunded once opened or used.

Unopened and unused products can be returned, but return shipping costs will be the customer’s responsibility.

Refunds will be processed after inspection of the returned product, minus any applicable transaction fees.

9. Refund Processing & Transaction Fees

Approved refunds are processed within 7 business days through your original payment method.

A non-refundable transaction fee, which varies by payment type, will be deducted from the refund.

Any shipping and handling fees incurred by Caspersmile to send the item will also be deducted from approved refunds.

Caspersmile is not responsible for lost items during return shipping.

Contact Us

For any questions regarding cancellations, returns, or refunds, please reach out to us at team@caspersmile.uk