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Returns Policy

If your order is incorrect, faulty, or missing, please contact us to discuss further.

Item definitions:

Custom Whitening Trays, Mouthguards, Night Guards, Retainers.

Non-custom — Home Impression Kit, Teeth Whitening Gel, Desensitising Gel.

If your custom items do not fit in a way they can be used as intended, you can submit a returns form within 7 days of delivery for one of our dental technicians to review.

When approved, we'll send you the required impression trays and putty to retake your impressions, including a prepaid return satchel. Once your custom items and new impressions are returned, you will be entitled to a remake. All costs for a remake will be covered by us.

If you are not satisfied with the non-custom items you have received, you can submit a returns form within 30 days of receipt, providing they are in original resalable condition.

Once non-custom items are returned, you will be entitled to a full refund which will not include the cost of the return postage. We are not able to refund or exchange items that appear to have been used, opened, or are not in original condition. If you want these returned to you, we may request that you cover the delivery cost.

Due to hygienic reasons, we cannot reuse unsealed impression kits. Therefore if your impression kit is unsealed, $49 will be taken off your refund total to cover the cost of the impression kit.

At our discretion, we have the right to determine if an impression kit has been clearly misused, such as but not limited to, not mixing the impression putty or taking impressions of cast models. In this case, a $49 fee will be payable for a new impression kit, or your order will be cancelled and $49 will be taken off your refund total to cover the cost of the impression kit.


Return Process:

  • Please complete the online returns form (link at the bottom of this page) and wait for approval by email.
  • Once approved, ensure your return is well packaged and meets all the conditions outlined below.
  • Please mark 'Returned Items' clearly on the outer packaging of your parcel.
  • Use an insured tracking delivery service to ensure your parcel reaches us safely.
  • Send a follow up email with your full name, order number and tracking information to returns@smileflex.com.au.

Enclose your goods, and return to the following address:

PO Box 2522
Ringwood North VIC 3134
Australia


Returns Terms and Guidelines:

  • Custom items must be returned in their original Smileflex protective case.
  • Non-custom items must be unused, unopened, and complete with original plastic wrapping.
  • We are not responsible for the return shipping costs of returned items.
  • However if returning custom items, they must be returned with your new impressions in the provided prepaid satchel.
  • Please note, we cannot begin remaking your custom items until we have first received them.
  • Please make sure all returned items are well packaged, so as not to be damaged in the post.
  • Please make sure all return packages are sent with a trackable, insured service as we cannot take responsibility for items damaged or lost in the return transit.
  • Please make sure that your submitted returns form has been approved first — without approval it may result in your return not being processed.

Returns Form

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