Cancellations & refunds

About this policy

This policy explains how cancellations and refunds work for treatment and products bought from Big Smile, the trading name of LP Smiles Limited (company number 17513170), registered office 2nd Floor, Grove House, 55 Lowlands Road, Harrow, Middlesex, HA1 3AW.

It applies to orders placed by customers in the UK. Nothing in this policy affects your legal rights as a consumer, including your rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. Where this policy and the law differ, you always get whichever is better for you.

Your free assessment

Our online smile assessment is free. You don't pay anything to complete it, and there's no obligation to start treatment afterwards.

If a dentist decides that clear aligners or whitening aren't right for you, we'll tell you why. If you had already paid anything towards treatment, we'll refund it in full.

Clear aligners

Every set of Bigsmile aligners is designed by a dentist and manufactured for one person's teeth only. That's why your options depend on how far your treatment has progressed.

Stopping treatment part way through

You can stop treatment at any time, but we can't refund aligners that have already been made. [If your aligners are made in batches, add: "We'll refund any batches that haven't been made yet."]

If your teeth don't move as planned

Everyone's teeth respond differently, so we can't guarantee an exact result. Your dentist monitors your progress and, if your teeth aren't tracking as expected, will review your plan and may recommend refinement aligners. [Say whether refinements are included in the price, and any conditions, such as wearing aligners for about 22 hours a day and attending check-ins.]

Teeth whitening

• Before your trays are made: you can cancel for a full refund. If your dentist decides whitening isn't suitable for you, we'll also refund you in full.
• Once your trays are being made: whitening trays are custom-made for your mouth, so we can't refund them unless they're faulty.
• Whitening gel: gel is a dentist-prescribed product supplied sealed. For health and hygiene reasons, we can't accept it back once a syringe has been opened or its seal broken. Unopened gel can be returned within 14 days of delivery for a refund of its price.

Retainers and replacements

Retainers, replacement aligners and replacement whitening trays are all custom-made, so they can't be refunded once they're in production, unless they're faulty or not what you ordered.

Lost or damaged items are not covered as faults. This includes damage from hot water, chewing, pets or using the wrong cleaning products. We can make replacements for you. [State your replacement charges here.]

Other products

For ready-made products that aren't made for you, such as carry cases, cleaning products or top-up kits, you can change your mind for any reason within 14 days of delivery. Let us know within that time, then send the item back within a further 14 days.

• Items should be unused and in their original packaging.
• Products sealed for hygiene reasons, such as cleaning tablets or gels, can only be returned if the seal is unbroken.
• You pay the cost of returning items you've changed your mind about.
• We may reduce your refund if an item has been handled more than you'd need to check it, as you might in a shop.

Faulty or incorrect items

Everything we supply should be as described, fit for purpose and of satisfactory quality, and our dental services should be carried out with reasonable care and skill. If something isn't right, we'll put it right.

1. Tell us as soon as you can, ideally before you start wearing the item. Email smile@bigsmile.co.uk with your name, order number and clear photos of the problem.
2. Don't wear aligners or trays that are cracked, sharp or don't fit. Your dentist will advise what to do next.
3. We'll review it and, depending on the fault and when you tell us, offer a repair, a replacement or a refund. If you tell us about a fault within 30 days of delivery, you're entitled to reject the item and get a full refund.

We'll cover the cost of returning faulty or incorrect items.

Paying monthly

If you pay monthly, your finance agreement is with [finance provider name] and has its own terms, including a right to withdraw from the credit agreement within 14 days.

Cancelling your treatment and ending your finance agreement are separate steps. If you're entitled to cancel and receive a refund, contact us and we'll let your finance provider know. If your treatment was paid for with finance, any refund will be paid to your finance provider rather than to you directly.

How to cancel or ask for a refund

1. Email smile@bigsmile.co.uk or call 0333 054 1234 (Monday to Friday, 8:30am to 5:30pm).
2. Give your full name, order number and what you'd like to cancel or return. You don't have to give a reason to cancel within your cancellation period.
3. We'll confirm we've received your request, usually within 1 business day, and explain any next steps.

You can use the form below if you like, but you don't have to. Any clear statement that you want to cancel is enough.

Sending items back

Please wait until we've confirmed your return and sent you the returns address before posting anything. Our registered office isn't a returns address.

• Pack items securely, with their cases and original packaging if you still have them.
• Use a tracked service and keep your proof of postage.
• Never send items back that have been in your mouth without cleaning them first, as described in your instructions.

When you'll get your money

We'll refund you as soon as possible and within 14 days of:

• the day you tell us you're cancelling, if no items need to come back, or
• the day we receive the items back, or you show us proof that you've sent them, whichever is sooner.

Refunds go back to your original payment method and we don't charge any fees for them. Your bank may take a few extra days to show the money in your account.

If you're not happy

If you're unhappy with a decision about a cancellation or refund, please tell us and we'll look at it again. Contact smile@bigsmile.co.uk with "Complaint" in the subject line.

If your concern is about private dental treatment and we can't resolve it together, you can contact the Dental Complaints Service, a free and impartial service run by the General Dental Council for private dental patients.

We may update this policy from time to time. The version that applies to your order is the one shown when you placed it.