Overview
Smileflex sells both custom-made dental appliances and non-custom products. Because custom appliances are manufactured specifically for each customer based on their dental impressions, different return conditions apply depending on the type of product purchased.
This policy explains when refunds, returns, remakes or replacements may apply.
Nothing in this policy limits or replaces your rights under Australian Consumer Law.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Cancelling an Order
Before Dispatch
If you cancel your order before any items have been dispatched, you will receive a full refund to your original payment method.
After an Impression Kit Has Been Dispatched
If an impression kit has already been dispatched, the order may still be cancelled before impressions are returned, however a $50 deduction will apply for each kit that has been sent.
This deduction covers the cost of the impression kit, packing, shipping and hygiene disposal.
Example:
| Kits Sent |
Refund Deduction |
| 1 kit |
$50 |
| 2 kits |
$100 |
| 3 kits |
$150 |
Shipping costs are non-refundable for change-of-mind cancellations.
Cancellation Time Limit
Orders may only be cancelled within 12 months of the purchase date if impressions have not yet been returned.
After 12 months, the order may expire and a new impression kit may be required to proceed.
Impression Kits
Each custom appliance order includes an impression kit used to capture your dental impressions.
Customers should return their impressions within 12 months of receiving the kit.
If impressions are returned after this period, a new impression kit may be required to ensure accuracy, as impression materials may degrade over time and dental alignment may change.
Custom appliances are manufactured based on the impressions provided by the customer. If impressions are incomplete, inaccurate or unsuitable for manufacturing, additional impression kits may be required.
Custom Dental Appliances
Smileflex custom dental appliances are manufactured specifically for each customer based on their impressions.
Because these appliances are custom-made and cannot be resold or repurposed, they cannot be returned for change of mind.
Orders cannot be cancelled once production has begun.
Production is considered to have started once the customer receives an order update confirming that impressions have been received, reviewed and the order has entered production.
Perfect Fit Guarantee™
Smileflex custom appliances are covered by our Perfect Fit Guarantee™, which ensures the appliance can be used as intended.
If a custom appliance is too tight or too loose to seat evenly on the teeth, rocks or lifts when worn, or causes significant discomfort that prevents normal use, a remake may be offered under the following conditions.
It may take several nights to adjust to a new custom dental appliance.
0–30 Days From Delivery
If you contact us within 30 days of receiving your appliance, we will provide one free remake, including a replacement impression kit if required.
30–45 Days From Delivery
If you contact us between 30 and 45 days, a remake may still be provided, however a $50 impression kit fee will apply.
After 45 Days
After 45 days from delivery, the Perfect Fit Guarantee no longer applies.
Conditions
The Perfect Fit Guarantee includes:
The Perfect Fit Guarantee does not apply to appliances that have been modified, trimmed, exposed to excessive heat, damaged, or used in a way not intended.
This guarantee operates in addition to your rights under Australian Consumer Law.
Non-Custom Products
Non-custom items such as:
are covered by our 45-day satisfaction guarantee.
To be eligible for return:
Customers are responsible for return shipping costs.
Refunds will be issued once the returned product has been received and inspected.
Returns must be approved by the Smileflex support team before being sent. Please follow the Return Process outlined below before returning any items.
Faulty Products
If a product is faulty, damaged, or not functioning as intended, please contact our support team.
Depending on the situation, we may offer:
-
repair
-
replacement
-
refund
in accordance with Australian Consumer Law.
If a product is confirmed to be faulty, any reasonable return shipping costs will be reimbursed.
Shipping
Lost Parcels
If a parcel is confirmed lost by Australia Post, Smileflex will arrange one replacement shipment at no additional cost.
This applies to:
-
impression kits
-
custom appliances
-
non-custom products.
Replacement items will be produced or dispatched once the parcel has been officially declared lost by the carrier.
Delivered Parcels
If a parcel is marked as delivered by the carrier, but you cannot locate it, please contact us as soon as possible.
We will assist by opening an investigation with the carrier. In some cases the parcel may have been:
If the carrier confirms the parcel has been delivered to the address provided at checkout, Smileflex is not responsible for lost or stolen parcels after delivery. However, we will do our best to assist in resolving the issue.
Shipping Costs
Shipping costs are non-refundable for:
-
change-of-mind cancellations
-
order cancellations after dispatch
-
satisfaction guarantee returns.
Shipping costs may be refunded where required under Australian Consumer Law, such as when a product is confirmed to be faulty.
Appliance Lifespan
Dental appliances are subject to wear over time. Their lifespan varies depending on individual use, bite pressure, grinding habits and care.
Some customers may use the same appliance for years, while others may require replacements sooner depending on their individual circumstances.
Return Process
Before sending any items back to Smileflex, you must first submit the online returns form located below.
Returns must be approved by the Smileflex support team before being sent. Items returned without prior approval may not be processed.
Steps
-
Complete the online returns form below.
-
Wait for confirmation and return instructions from our support team.
-
Once approved, package your item securely and send it to the return address provided.
If returning a custom appliance under the Perfect Fit Guarantee, the appliance must be returned together with your new impressions using the prepaid satchel provided.
Please ensure all returned items are securely packaged to prevent damage during transit.
For returns that require customer-paid shipping, we recommend using a tracked and insured delivery service, as Smileflex cannot take responsibility for items lost or damaged during return transit.
Return address:
Smileflex Returns
PO Box 2522
Ringwood North VIC 3134
Australia
Policy Precedence
Where information on other pages of the Smileflex website, marketing materials, or communications with our support team may summarise or reference our policies, the Refunds & Returns Policy published on this page will always take precedence in the event of any inconsistency.
If you have any questions about this policy, please contact the Smileflex support team before placing your order.
