Confident Smile Guarantee

Return Policy

Smile Guarantee

 

Impression Kit

 

At SmileDirectClub, we’re all about making people smile. That’s why we’ll refund the cost of your $69 impression kit if the New Zealand registered dentist determines our clear aligner treatment isn't suitable for you.

 

Clear Aligners

 

Your custom-made SmileDirectClub clear aligners can be returned within the first 30 days of your Smile Plan (in other words, your treatment plan—from approval and acceptance of your treatment to using your aligners every month) if you’re not happy for any reason, and all payments you’ve made for your aligners will be refunded. It’s that simple, and we’re that confident. Just remember, you’re responsible for any shipping charges when returning your clear aligners and we must receive the clear aligners by the end of the 30-day time period. The 30-day time period begins the day your clear aligner shipment is delivered.

 

Club Warranty

 

You want a straighter smile, and we want to help you get it. To achieve your desired results, you must closely follow the Smile Plan from your registered New Zealand dentist. This includes:

  • Wear your aligners as directed;
  • Respond to each 90-day check-in by sending an email with the requested photos.

 

You must also Register your aligners on your customer account at SmileDirectClub.co.nz.

 

If at the end of your treatment plan, having followed these guidelines, you haven’t achieved a smile you love, as presented in your Smile Plan, contact us using the details set out in the "contact us" section so the registered New Zealand dentist can re-evaluate your results. If your registered New Zealand dentist agrees that continuing treatment is appropriate, you may be eligible for additional aligners to continue your journey. SmileDirectClub will work with you through this process to reach the best result. Don’t forget: You need to notify us within 30 days of completing your Smile Plan for the warranty to remain valid.

 

How to make a claim under this Return Policy

 

Please follow these steps when returning your aligners:

  • Pack your unused aligners. Include all original packing materials, manuals and accessories if possible.
  • Let us know you’re planning to make a claim under this Return Policy by emailing Support@SmileDirectClub.co.nz with your order number.
  • Send to: Unit 8/9 7 – 15 Gundah Rd, Mount Kuring-Gai NSW Australia 2080
  • For proof of delivery, please use a courier with tracking like TNT or DHL for all returns. We are not responsible for any aligners lost while being returned to us.

 

Please follow these steps when claiming under your Club Warranty:

  • Please call our Customer Care team at 0800 854 751 for more information regarding your Club Warranty. You will be responsible for the cost of calling our Customer Care team.

 

Receiving 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.

 

Faulty Items

 

If you received a faulty product, please call our Customer Care team at 0800 854 751 to request a replacement at no extra charge. You should do so as soon as you discover the fault and no later than one week after identifying such fault (without affecting any rights you have under New Zealand Consumer Law as discussed below). You may be asked to supply photos of the faulty product for quality control purposes. You will be responsible for the cost of calling our Customer Care team.

 

New Zealand Consumer Law

 

If you are a consumer that purchased clear aligners or signed up to the Smile Plan, under the Consumer Guarantees Act 1993, you have statutory rights in relation to your clear aligners and the Smile Plan and those rights are not affected by this Return Policy, which is in addition to your statutory rights.

 

This return policy is given by SmileDirectClub NZ NZBN 9429047610781 whose principal place of business is at DLA Piper New Zealand attn: SmileDirectClub NZ Level 22, 205 Queen Street, Auckland, 1010, NZ.

 

We will handle any personal information which you provide to us, or which is collected or used by us, under or in connection with this Returns Policy in accordance with our Privacy Policy.

 

Last Revised: September 2019