Our Guarantees To You

Updated January 28, 2025

Impression Kit Guarantee

Instasmile is on a mission to make smiles more affordable for everyone. The  way we do this is that we will only accept orders from customers that we can help.  We will never take an order from someone for whom we cannot create a straighter looking smile.  How do we do this?  Simple; we only treat mild to moderate cases which means the whole process can be done from the comfort of your own home with NEVER any in clinic appointments. This helps keep our costs lower meaning the price of our products will always be more affordable than the competition.  We’re that confident in our approach that we have developed our money  back guarantee program.

Straighter looking teeth of your Money back!

If you do not have a straighter looking smile after your treatment you get your money back. To ensure your guarantee is activated YOU MUST:

  • Provide images of your natural teeth. Both Prior to commencing your treatment and once your treatment has finished. Ensure the images provided are clear and concise images of your natural teeth so we can compare the treatment plan provided and the final results.
  • Wear your aligners as prescribed: Your aligners should be worn every single day as prescribed in your treatment plan. You should switch to your next aligner after no less than the days prescribed. This helps ensure that your teeth move at a safe, healthy pace. If you wear the aligners as prescribed then you will achieve a straighter looking smile. If you do not wear them as prescribed your money back guarantee may be voided.
  • Keep all of your aligners: Keep all of your aligners (in the protective sleeve provided) until your treatment is complete and you have received your retainers. If we ever need to help resolve issues with your treatment or if you have an aligner break, you may be directed to move back into another set.
  • Maintain good dental hygiene: Brushing and flossing daily should help to maintain a healthy smile during treatment and help to avoid dental work. If you need to have dental work done during your clear aligner treatment, please be aware this may impact your treatment plan. Please get in touch with us before any elective dental procedure.
  • Don’t modify your aligners: To ensure that your aligners work as prescribed, you should not make any alterations unless directly instructed to do so. This includes but is not limited to adding gems, decorations, or cutting plastic off the aligners. 

If the above guidelines are not met, it may void your Money Back Guarantee and may require additional costs to get you back on track.

Please notify us within 7 days of finishing treatment if the prescribed end result was not achieved.

Product Warranty

Each Tray

We understand that things can sometimes go wrong and as such we offer a peace of mind guarantee for each individual aligner. Each numbered aligner therefore comes with its own manufacturer's warranty that covers defects such as sharp edges or cracks. Simply contact us within 72 hours to report the issue.Failure to report the issue within 72 hours may void the warranty and could incur additional charges.

First Tray Only

In addition every order comes with a fit warranty for the first tray only. Should the first tray not fit, simply contact us within 72 hours and we will be happy to send a replacement impression kit out free of charge.

Mandatory Warranty Requirements

To activate your warranty you MUST:

  • Contact us of any issue within 72 hours
  • Confirm the start date when you began the treatment
  • Current Aligner Number that has the issue
  • Provide video evidence of the issue
  • Confirm which number aligner now fits you
  • Ensure you have not disposed of any previous tray

Please note that Loss nor Accidental Damage is NOT covered under any warranty. Any replacement trays will be charged at $100 per tray plus shipping.

Exchanges and Returns

If you receive a product that is damaged let us know by completing a support request and we will replace it.

For your safety, we do not accept returns. Most products ship the same day they are ordered, or in the case of custom aligners we begin production of your custom aligners as soon as you complete your aligner purchase. Once an order has been placed we cannot accept exchanges, returns or cancellations.

Right to Cancel (Refund Policy) 

Cooling Off Period

This contract comes with a cooling off period of 3 calendar days. Within the cooling off period you are entitled to cancel your contract with us for a full refund less any charges. On the proviso that:

  1. You inform us in writing that you wish to cancel your order within 3 days from the receipt of your impression kit.
  2. The impression kit is returned to us in its original state (unopened and free from damage) within 21 days at your own cost.

NB. We cannot be held liable for any loss or damage in return transit.

Administration Charges

Please note that all returns are subject to a restocking fee of $25.

If a returned impression kit is lost or damaged in transit there will be an administrative charge of $99 (incl. restocking fee)

If a returned kit arrives opened, used or damaged an administrative charge of $99 (plus restocking fee)

If you are deemed unsuitable due to providing false information during your order a cancellation fee of $149 will be applied to any refund.

If you have provided the correct information during your order and our Dental Network deem you unsuitable then you will be entitled to a full refund.

If you decide to cancel your order prior to manufacture then there will be a cancellation fee of $149 applied to any refund.

All refunds will be made to the original payment method used at point of order. We are unable to refund via any other means. Once approved it can take up to 14 days for refunds to be repaid. 

Please note that for any orders outside of 90 days orders will be non-refundable.