Smile Guarantee Policy
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 risk-free impression kit if the dentist or orthodontist determines our clear aligners aren’t a fit for you. Please reach out to CustomerCare@smiledirectclub.com 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 the aligners and your impression kit, if applicable, will be refunded. The 30-day time period begins the day your clear aligners are 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 clear aligners:
- Pack your unused aligners, in their original bags, and ship them back to SmileDirectClub.
- Send to: Attn: SmileDirectClub 414 Union St, 8th Floor Nashville, TN 37219
- SmileDirectClub needs proof of shipment to honor a refund, so please use a trackable carrier like FedEx or UPS. If a shipment is lost by the carrier 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.
Last Revised: March 2020