Refund, Cancellation & Custom Order Policy

Effective Date: September 19, 2026

At Smilehero, each custom-made product is individually crafted based on customer-provided impressions and order information. Because every order is personalized, cancellation and refund eligibility depends on the stage of the order and the nature of the request.

1. Cancellation Before Shipment

If your order has not yet been shipped, you may request a cancellation and receive a full refund.

To request a cancellation, please contact us at support@smilehero.net and provide your order number.

Once an order has been shipped, it can no longer be cancelled.

Because the order includes an impression/mold kit intended for individual use, the kit is considered a personal hygiene product. For hygiene and safety reasons, orders cannot be cancelled after shipment.

2. Custom Order Processing

After the Impression Kit has been shipped, the order is considered to be in the fulfillment process.

Once we receive and review your impressions and confirm that they are suitable for production, custom manufacturing may begin.

After custom production has started, the custom appliance is made specifically according to your submitted impressions and order information and cannot be cancelled.

3. Impression Kit Information

Each SmileHero Impression Kit includes sufficient impression material for multiple attempts, allowing you to retry if an impression is not satisfactory.

Customers are responsible for carefully following the provided impression instructions and submitting accurate information.

If you are unsure whether your impression is suitable, you may contact our support team for guidance before sending it back.

4. 30-Day Fit Guarantee

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

If your custom product does not fit properly due to a manufacturing, production, or other product-related issue that was not caused by the customer, please contact us within 30 days of receiving your product.

Please provide your order number and clear photos or videos showing the issue.

After review and verification, SmileHero will provide a free remake or replacement at no additional charge.

If the remake or replacement does not resolve the issue and the product still does not fit properly or remains unsuitable, a full refund will be provided.

5. Damaged Products & Manufacturing Defects

If your custom product arrives damaged or has a confirmed manufacturing defect, please contact us within 30 days of delivery.

Please provide your order number and clear photos or videos showing the damage or defect.

After verification, SmileHero will provide a free remake or replacement at no additional charge.

If the replacement does not resolve the confirmed product-related issue, a full refund will be provided.

6. Customer Responsibility

Because custom appliances are made based on customer-provided impressions and information, obtaining an accurate impression and providing complete information are essential to achieving a proper fit.

If a remake is required because of an inaccurate or unsuitable customer-provided impression, incorrect information, or other customer-related circumstances, additional material, shipping, or handling fees may apply.

Our customer support team will review each situation and provide guidance on the available options.

7. Order Completion & Inactivity

Refund or cancellation requests must be submitted within 6 months of the original purchase date, unless otherwise provided under the 30-Day Fit Guarantee.

If required impressions, digital files, or requested information are not provided within this 6-month period, the order may be considered inactive and may 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.

8. Refund Processing

Approved refunds will be issued to the original payment method used for the purchase.

Refunds are generally processed within 5–10 business days after approval. The time required for the refund to appear in your account may vary depending on your payment provider or financial institution.

9.Return Shipping Fee

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

10. Contact Us

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

Email: support@smilehero.net