Remake and Cancellation Policy

Wear it, and if it does not sit the way it should, tell us inside 30 days of delivery. The remake costs you nothing.

Send the appliance back to us clean and exactly as it left the bench. Once somebody outside the lab has ground, glued or reshaped it, there is nothing left for us to stand behind.

If adjusting does not settle it, we remake it. If the same problem comes back, a technician takes the case in hand and decides it personally. A fit problem and a broken clasp are separate reasons, and each is read on its own.

Your impressions stay with us for two years, which is why most remakes come straight off the model on file and need nothing new from you. Where a new mold genuinely is needed and the fault is ours, the replacement kit is free.

Nothing on the bench yet means you can cancel, and no reason is asked for. Cancel before the impression kit ships and the whole amount comes back. Once the kit has shipped, the kit fee of $49.99 stays with us and everything else comes back, because impression material cannot return to a laboratory.

The Refund Policy sets out what happens after the kit has shipped, and what you are owed if we run late. In short, when the delay is ours you can cancel for a full refund whatever stage the order has reached.

From the moment the build starts, the appliance belongs to one mouth and to no other. It cannot go back on a shelf and it cannot go to anybody else, so there is no return for it. What you have instead is the remake above and the warranty below.

Two windows run from the day your appliance is delivered, and they cover different things.

Thirty days for fit. Adjustments and remakes when it does not seat right, as many adjustments as you need.

Sixty days for defects. That is the manufacturer warranty, for a fault in the way the appliance was made, once we have verified it. What it covers and what it does not is set out on the Warranty Policy page.

Neither window covers a knock, a loss, a shade you chose yourself, changes in your own teeth and gums after we built the appliance, or work done on it outside the lab that built it.

The warranty runs to the person who bought the appliance and does not pass to anybody else.

Photograph whatever is bothering you, keep your order number to hand, and leave the appliance untouched. Do not file it, heat it or adjust it yourself. A technician reads the piece as it came off the lab bench, and a reshaped one tells us nothing.

If it feels loose or tight, or causes soreness, irritation or bleeding, stop wearing it and get in touch with us.