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Refund Policy

Last updated: [DATE]

We want you to be happy with your SparkSmile order. This policy explains what you can return, our fit promise, and what happens if something goes wrong. It doesn't affect your legal rights.

Our fit promise

Your trays are made from your own impression to fit your teeth. If they don't fit properly, tell us within 14 days of delivery and we'll remake them free of charge.

  • Email [CONTACT EMAIL] with your order number and a short description (photos help).
  • We'll usually remake your trays from the same impression. If we need a new impression, we'll post you a new kit free of charge.

If your impression can't be used

We check every impression when it arrives. If we can't make trays from it (for example, because of air bubbles or because it isn't deep enough), we'll contact you and post you one replacement kit free of charge. Further replacement kits cost £[PRICE] each.

Custom trays

Because custom trays are made specifically for you, they can't be returned for a change of mind once we've started making them. This doesn't affect our fit promise, or your rights if they are faulty.

Changing your mind before we make your trays

  • Kit not yet posted: cancel for a full refund.
  • Kit posted, trays not yet started: cancel within 14 days of receiving the kit and return it unused; contact us and we'll arrange the return. If the impression materials have been opened or used, we may deduct £[KIT PRICE] for the kit, because sealed impression materials can't be resold for hygiene reasons.

Whitening gels and other stock items

You can return unopened items with their seals intact within 14 days of delivery for a full refund of the item price. For health and hygiene reasons, opened gels can't be returned unless they are faulty. Unless the item is faulty, please return it at your own cost using a tracked service; we'll send you the returns address when you contact us.

Faulty, damaged or wrong items

If anything arrives faulty, damaged or not as ordered, contact us within 30 days of delivery and we'll arrange a replacement or a full refund, and cover the cost of returning it. After 30 days your rights under the Consumer Rights Act 2015 still apply.

Refunds

Refunds go back to your original payment method within 14 days of us agreeing the refund or receiving the returned item. Your bank may take a few more days to show it.

How to contact us

Email [CONTACT EMAIL] with your order number (it starts with SPK). Please contact us before posting anything back, so we can give you the right address and, where we cover the cost, a prepaid label.