NewSmile™ Full Refund Policy

At NewSmile™, customer satisfaction is our top priority. If you receive your Treatment Preview and are not satisfied with the projected results, we will issue a refund minus applicable penalties and fees as outlined below.

Subscription Orders

Customers with an active subscription receive an advance notification before their next order is created. This notice allows you to:

• Pause your subscription
• Skip the upcoming order
• Update your delivery schedule

Because customers receive advance notice, all subscription orders begin processing immediately once the order is created.

For this reason:

• Subscription orders are not eligible for refunds once the order has been created.

If you do not wish to receive the next shipment, you must pause or skip the order before the billing date.

You can manage your subscription anytime by logging into your account.

Understanding Your Treatment Preview

A Treatment Preview is a digital before-and-after simulation of your expected progress with NewSmile™ Aligners.

• The preview is delivered electronically
• It can be viewed on your device
• It is typically available approximately three weeks after we receive your impressions or complete your scan

Refund Eligibility

Impression Kits

Due to hygienic reasons:

• Impression Kits are non-refundable.

Non-Custom Products

Unopened, unused, and non-custom products may be eligible for return.

To qualify:

• The product must be unopened and unused
• The return must be requested within 30 days of purchase
• The item must remain in its original condition
• The customer is responsible for return shipping costs

Before returning any item, customers must obtain a Return Merchandise Authorization (RMA) from our team.

Returns sent without an approved RMA may not be processed.

Aligners & Treatment Preview

Refund eligibility for aligner treatment depends on the stage of treatment.

• If our licensed dental team determines that our process is not suitable for you, a refund case will be opened.

• If you approve your Treatment Preview, refunds are only permitted in cases of manufacturing defects.

• A minor gap at the bottom of an aligner is not considered a defect, as aligners may require small adjustments such as buffing or trimming at home.

• Because aligners are custom-made medical appliances, aligners that are in production or already manufactured are not eligible for return or refund.

If you are unsatisfied after completing treatment, our team will work with you to help achieve the outcome outlined in your original Treatment Preview.

Additional Product Policies

Petal Ultrasonic Cleaners

• Covered by a 1-year manufacturer’s warranty

Clear Aligners, Retainers & Night Guards

After delivery:

• Customers have 30 days to inspect their items
• Any fit issues, missing items, or defects must be reported within 30 days

Refund Process

All refund requests require a formal case to be opened by our Refund Team.

If a refund is approved:

• It will be issued within 14 business days after the case is concluded
• Refunds are processed using the original payment method

Banks typically return funds within 3 business days after processing.

Refund Deductions

Refunds are calculated as the purchase price minus applicable costs and penalties, including but not limited to:

• $139 for the first Impression Kit (shipping, handling, and administration)
• $40 for any replacement Impression Kits
• $100 per Treatment Preview or Modified Treatment Preview created by our licensed dental team

Penalties begin at $100 depending on the time elapsed since purchase.

If the dental team cannot produce a satisfactory Modified Treatment Preview, the modification fee will be waived.

NewSmile™ Guarantee

To determine eligibility for the NewSmile™ Guarantee:

• You must submit your 3D scan or impression kit for evaluation

If our dental team finds you ineligible for aligner treatment, you will receive a refund.

If your aligners have been fabricated:

• You must upload progress photos every two weeks before advancing to the next step.

If you complete treatment as instructed and remain dissatisfied with your results:

• Our team will evaluate your case
• Additional aligners may be provided at no extra cost to help achieve the projected outcome.

Refinement Aligners & Additional Costs

If additional aligners are required due to failure to follow your treatment plan:

• The cost will be $499

NewSmile™ cannot guarantee exact results. However, 85% alignment with the Treatment Preview is considered a treatment success.

Refunds on Monthly Payment Plans

If requesting a refund past 30 days:

• An administration fee will be deducted due to processing costs.

Additional terms:

• Refunds on PayPal purchases are subject to PayPal processing fees plus applicable administration charges
• Deposits for Monthly Payment Plans are non-refundable
• A $50 fee applies for replacement Impression Kits provided under Fast Track or Monthly Payment Plans

If a refund is issued before a Treatment Preview is provided:

• Charges will apply for all impression kits, replacement kits, and associated fees

Any purchase incentives (such as rebates, gift cards, or vouchers) may be deducted from the refund amount if they were claimed.

Processing Timelines & Policy Updates

The full treatment and refund evaluation process may take up to 6 months, depending on when we receive impressions and progress photos.

Additional conditions:

• Refunds are not available for purchases older than 5 months
• No refunds will be granted if a customer is later deemed unsuitable for aligner treatment by their dentist after purchase

NewSmile™ reserves the right to update this Refund Policy at any time. Any changes will be posted on this page, with notification on the website or app footer.

Last Updated: March 16, 2026