We want to make sure you are happy with your smile, but sometimes things don’t work out. We provide the options below for making returns. Our “Smile Guarantee” covers returns made for impression kits and clear aligners.
At SmileDirectClub, we’re all about making people smile. That’s why we’ll refund the cost of your $79.00 impression kit if the registered Australian dentist determines our clear aligner treatment isn't suitable for you. Please reach out to CustomerCare@smiledirectclub.com.au if you would like to pursue a return for an impression kit.
Within the first 30 days, if you’re not happy for any reason, you can return your unused custom-made SmileDirectClub clear aligners, and all payments you’ve made for your aligners and your impression kit, if applicable, will be refunded. The 30-day time period begins the day your clear aligner shipment is delivered to you.
If you’re past the initial 30-day window, but you are still not happy with your treatment, you can return your unused custom-made SmileDirectClub clear aligners at any time during your Smile Plan (which is what we call your treatment plan) for a prorated refund for all unopened and unused aligners and your impression kit, if applicable. It’s that simple, and we’re that confident. But please note, you’re responsible for any shipping charges when returning your clear aligners.
Clear Aligner Return Process
Please follow these steps when returning your aligners:
- Pack your unused aligners, in their original bags, and ship them back to SmileDirectClub.
- Send to:
Unit 8, 7-15 Gundah Road, Mt Kuring-Gai, NSW 2080
- SmileDirectClub needs proof of shipment to honor a refund, so please use a courier with tracking like TNT or DHL for all returns. If a shipment is lost by courier in transit, SmileDirectClub cannot process your return without shipping verification.
Smile Guarantee Refunds
Once we receive and process your return, we’ll email you to let you know your refund has been issued. You’ll typically see your refund on your credit card statement within 5 to 10 days of processing, depending on your financial institution. If you signed up for recurring payments, depending on the timing of when we receive your return, you may be charged a payment while we process your return. Your monthly payments will remain the same until your remaining balance has been paid in full. Your term will be reduced by the number of aligners you have opened and used. This payment will be refunded to you once your return has been processed.
If you received a faulty product, please call our Customer Care team at 1800 515 198 to request a replacement at no extra charge. You need to do so as soon as you discover the fault and no later than one week after identifying such fault. You may be asked to supply photos of the faulty product for quality control purposes. You will be responsible for the cost of calling our Customer Care team.
Australian Consumer Law
If you are a consumer that purchased clear aligners or signed up to the Smile Plan, you have statutory rights in relation to your clear aligners and the Smile Plan and those rights are not affected by this Return Policy, which is in addition to your statutory rights.
If you are an Australian consumer, our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
- to cancel your service contract with us; and
- to a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
This return policy is given by SmileDirectClub AUS Pty Ltd. ABN 62 632 280 310 whose principal place of business is at Unit 8, 7-15 Gundah Road, Mt Kuring-Gai, NSW 2080.