Returns & Refunds Policy

Custom-Made Products (Important)

Due to the personalised nature of our products, custom-made clear retainers are non-refundable once production has started, in accordance with the Consumer Contracts Regulations 2013.

This includes:

• Upper arch retainers
• Lower arch retainers
• Upper & lower retainer sets

Once your dental impression or scan has been approved and manufacturing begins, the order cannot be cancelled or refunded.

Required Process & Quality Control (Very Important)

To be eligible for any remake or refund consideration, our full process must be followed.

This includes:

• Submitting clear photos of your dental impressions (whether physical moulds or self-taken impressions)
• Receiving written approval from our team confirming the impressions are suitable
• Sending impressions to us only after approval has been given

If impressions are sent without approval, or if the required evidence is not provided, this means our quality control process has not been followed.

In such cases, we reserve the right not to consider any refund, remake, or adjustment for our custom-made retainer products.

60-Day Fit Guarantee

We offer a 60-Day Fit Guarantee on our custom-made clear retainers for added peace of mind.

The 60-day period begins from the date your clear retainer product is completed, not from the date the order was placed.

If your retainer does not fit as expected due to a confirmed manufacturing issue, you may be eligible for a remake or adjustment within this 60-day period, subject to review and approval.

To qualify for the 60-Day Fit Guarantee, you must:

• Have followed our full impression and approval process
• Contact us within 60 days of the product completion date
• Provide clear photo and video evidence, including:
  • Photos clearly highlighting the issue
  • A video showing the retainer being worn
  • A video demonstrating insertion and removal of the retainer

Important Notes

• The 60-Day Fit Guarantee applies only to fit-related manufacturing issues
• Issues reported after 60 days are not covered

The guarantee does not cover:

• Unapproved, inaccurate, or distorted impressions
• Impressions sent without prior approval
• Changes in tooth position after impressions were taken
• Improper use, cleaning, or storage
• Normal wear and tear

We reserve the right to request additional evidence where necessary.

If sufficient evidence is not provided, or if our process has not been followed, we reserve the right to decline the guarantee.

Remakes, Returns & Refunds (After Approval)

If we agree to a remake or refund following review:

• The original product must be returned to us
• The return must be sent at the customer's responsibility and cost
• We will only provide a return address after we have formally agreed to a remake or refund
• No action will be taken until the returned product has been received and inspected

Refund vs Remake Policy

• Our default resolution is a remake, not a refund
• A refund will only be issued if our assessment determines that a refund is necessary
• Where a refund is approved, a £10 processing fee will be deducted from the refunded amount to cover administrative and handling costs

Impression Kit Returns

Unused impression kits may be returned within 14 days of delivery, provided that:

• The kit is unused and unopened
• All contents are returned in original condition
• Return postage costs are the responsibility of the customer unless the item is faulty.

Non-Returnable Items

The following items are not eligible for return or refund:

• Custom-made retainers once production has started
• Used or worn retainers
• Opened or used impression kits
• Services such as Keep On File or impression storage

Faulty or Damaged Items

If your order arrives damaged or faulty, please notify us within 48 hours of delivery and include:

• Your order number
• Clear photos of the damage

How to Contact Us

For all returns, remakes, or refund enquiries, please contact:

📧 hello@retainersathome.co.uk

Please include your order number and all required evidence to avoid delays in reviewing your case.

Refund Processing

Where a refund is approved, it will be processed to the original payment method within 5–10 business days after the returned product has been received, inspected, and approved.

Any applicable £10 processing fee will be deducted before the refund is issued.

Contact Information

Retainers At Home
United Kingdom
Email: hello@retainersathome.co.uk