Confident Smile Guarantee

Return Policy

Smile Guarantee

 

Impression Kit  

  

At SmileDirectClub, we’re all about making people smile. That’s why we’ll refund the cost of your HK$400 impression kit if your registered Hong Kong dentist determines our clear aligner treatment isn't suitable for you.  

 

 

Clear Aligners 

  

Your custom-made SmileDirectClub clear aligners can be returned within the first 30 days of your Smile Plan if you’re not happy for any reason, and all payments you’ve made for your aligners will be refunded. (Your “Smile Plan” is what we call your treatment plan—from approval and acceptance of your treatment to using your aligners every month.) It’s that simple, and we’re that confident. Just remember, you’re responsible for any shipping charges when returning your clear aligners and return the clear aligners within the 30-day time period. The 30-day time period begins the day your clear aligner shipment is delivered.     

 

 

How to make a claim under this Return Policy 

  

Please follow these steps when returning your aligners: 

 

  • Pack your unused aligners. Include all original packing materials, manuals and accessories if possible.  
  • Let us know you’re planning to make a claim under this Return Policy by emailing CustomerCare@SmileDirectClub.com.hk with your order number. 
  • Send to: 

Attn: SmileDirectClub  

    XPO Logistics, Grandtech Center, Unit 2320, 8 On Ping Street, Siu Lek Yuen, 

Shatin, Hong Kong 

 

For proof of delivery, please use a courier with tracking like FedEx for all returns.  We are not responsible for any aligners lost while being returned to us.  

 

Please follow these steps when claiming under your Club Warranty: 

 

  • Please call our Customer Care team at 800969177 for more information regarding your Club Warranty. You will be responsible for the cost of calling our Customer Care team.  

 

 

Receiving Refunds 

  

Once we receive and process your return, we’ll email you to let you know your refund has been issued. You’ll typically see your refund on your credit card statement within 5 to 10 days of processing, depending on your financial institution. 

 

 

Faulty Items 

 

If you received a faulty product, please call our Customer Care team at 800969177 to request a replacement at no extra charge. You need to do so as soon as you discover the fault and no later than one week after identifying such fault. You may be asked to supply photos of the faulty product for quality control purposes, and so we can confirm that there is a fault with the product.  

 

 

Club Offer 

  

You want a straighter smile, and we want to help you get it. To achieve your desired results, you must closely follow the Smile Plan from your registered Hong Kong dentist. This includes: 

 

  • Wearing your aligners all day and night, except when eating or drinking, for a total of 22 hours per day. 
  • Respond to each 90-day check-in conducted via electronic communication from your registered Hong Kong dentist by sending an email with the requested photos. 

 

You must also register your aligners on your customer account at https://SmileDirectClub.com.hk.     

 

If at the end of your treatment plan, having followed these guidelines, you haven’t achieved a smile you love, as presented in your Smile Plan, contact us using the details set out in the "contact us" section so the registered Hong Kong dentist can re-evaluate your results. If your registered Hong Kong dentist agrees that continuing treatment is appropriate, you may be eligible for additional aligners to continue your journey. SmileDirectClub will work with you through this process to reach the best result. Don’t forget: You need to notify us within 30 days of completing your Smile Plan for this offer to remain valid. 

 

 

Hong Kong Consumer Law 

 

If you are a consumer that purchased clear aligners or signed up to the Smile Plan, you have statutory rights (under Hong Kong consumer rights legislation) in relation to your clear aligners and the Smile Plan and those rights are not affected by this Return Policy, which is in addition to your statutory rights. Generally speaking, this means that if defective products are delivered to you (other than minor aesthetic defects), then you are entitled to replacement products or to a full refund if the products remain unused.  

 

This return policy is given by SmileDirectClub HK Limited whose principal place of business is at C/O 18/F Edinburgh Tower, The Landmark, 15 Queen's Rd Central HK. 

 

We will handle any personal information which you provide to us, or which is collected or used by us, under or in connection with this Returns Policy in accordance with our Privacy Policy.  

 

 

Last revised October 2019