Refund, Cancellation & Custom Order Policy

Effective Date: August 2026

At SmileHero, each custom-made product is individually crafted based on customer-provided impressions and specific dental requirements. Because every order is personalized, cancellation and refund eligibility depends on the current stage of your order.

Standard shipping is included with your purchase. Once materials have been allocated or custom production has begun, certain costs may no longer be refundable.

1. Cancellation & Refund Eligibility

Before Impression Kit Shipment

If your order has not been shipped and preparation has not started, you may request a full refund.

After Impression Kit Shipment (Before Custom Production Begins)

Once your Impression Kit has been shipped, the kit is not eligible for return or reuse due to hygiene and product-safety considerations.

If you cancel your order at this stage, you may receive a partial refund,The following costs may be deducted from the refund:

  • The Impression Kit material cost
  • Actual outbound shipping costs already incurred by SmileHero (even when shipping was provided at no additional charge to the customer)

The remaining eligible balance will be refunded to your original payment method.

After Custom Production Begins

Once your impressions have been received, reviewed and approved, and your custom product has entered the manufacturing process, the order can no longer be canceled or refunded. Each custom appliance is made specifically to your dental specifications and cannot be resold.

2. Impression Kit Information

Each SmileHero Impression Kit includes enough impression material for multiple attempts, helping you achieve an accurate impression without immediately needing a replacement kit.

Multiple Attempts

The kit contains sufficient material for multiple impression attempts allowing you to retry if an impression is not satisfactory.

Expert Assistance

We strongly encourage customers and submit photos of their impressions for review and guidance before mailing them back, This can help ensure that your impressions are suitable for custom production.

3. Order Completion & Inactivity Policy

To ensure all custom orders are properly managed and fulfilled:

  • Refund or cancellation requests must be submitted within 6 months of the original purchase date.
  • If required impressions, digital files, or requested information are not provided within this 6-month period, the order will be considered inactive and will no longer be eligible for cancellation or refund review.
  • If you need additional time to complete your impressions, please contact our support team before the 6-month period expires.

4. 30-Day Fit Guarantee & Quality Protection

SmileHero stands behind the quality and fit of every custom appliance.

30-Day Fit Guarantee

If your custom product does not fit correctly due to an issue that was not caused by the customer, such as a manufacturing error, material defect, or production-related fit issue), you may be eligible for our 30-Day Free Remake Guarantee.

  • You must report the issue to support@smilehero.net within 30 days of receiving your product, providing clear photos or videos showing the fit issue.
  • After the issue has been reviewed and verified by our technical team, SmileHero will provide a free remake or replacement at no additional charge.

Manufacturing Defects

If your product arrives broken, damaged, or with a clear material defect caused during production or transit, please notify us within 14 days of delivery. After verification, we will provide a free remake or replacement.

5. Fit Adjustments & Customer Responsibility

Because custom appliances are made based on customer-provided impressions, obtaining an accurate impression is essential for a  comfortable and proper fit.

If a remake is requested after the 30-day guarantee period, or if a remake is required due to improper impression quality, guarantee period dental information, or customer-provided errors, additional material, shipping, or handling fees may apply.

Our customer support team is available to evaluate fit issues and provide guidance on available adjustment or remake options.

6. Refund Processing

Approved refunds will be processed to your original payment method within 5–10 business days after approval.

For orders shipped with standard complimentary shipping, outbound shipping costs already incurred by SmileHero may be deducted from approved partial refunds.

Contact Us

For order updates, impression guidance, fit concerns, or refund questions:

Email: support@smilehero.net