Returns & Remakes Policy
At TrueFit Smile, every whitening tray and retainer is custom-made specifically for your smile. We stand behind the quality of our products and want you to be satisfied with your purchase.
Custom-Made Products
Because our products are custom manufactured from your dental impressions, they cannot be resold or reused. For this reason, we do not accept returns or offer refunds for custom-made products except in cases where the product is defective or there is an error on our part.
30-Day Fit Guarantee
If your custom whitening trays or retainers do not fit properly, please contact us within 30 days of receiving your order.
Our team will review your case and, if eligible, we’ll remake your product at no additional manufacturing cost. In some cases, we may ask you to submit new impressions or photos to ensure the best possible fit.
Manufacturing Errors
If you believe your product was manufactured incorrectly or arrives damaged, please contact us within 7 days of delivery.
Include your order number along with clear photos of the product so our support team can evaluate the issue quickly.
If we determine the issue resulted from a manufacturing defect or shipping damage, we will replace or remake your product at no additional cost.
Impression Quality
A proper fit depends on receiving accurate dental impressions.
If the impressions submitted are incomplete, distorted, or otherwise unsuitable for manufacturing, we may request new impressions before production begins. This helps ensure your final product fits comfortably and performs as intended.
Order Changes & Cancellations
Orders may be modified or canceled only before production has started.
Once your impressions have been approved and manufacturing begins, your order cannot be canceled because your product is being custom-made specifically for you.
Non-Returnable Items
The following items are not eligible for return:
Custom-made whitening trays
Custom retainers
Products that have been used or worn
Products damaged due to misuse, improper care, or normal wear and tear
Orders with approved impressions that have already entered production
Refunds
If a refund is approved, it will be issued to your original payment method.
Please allow 5–10 business days for your financial institution to process and post the refund after it has been issued.
How to Request a Remake
To request a remake or report an issue, please contact our support team and include:
Your order number
A description of the issue
Clear photos of the product (if applicable)
Photos of the fit, if requested by our support team
We’ll review your request and respond as quickly as possible with the next steps.
Contact Support
If you have any questions about returns, remakes, or your order, our support team is here to help. We’re committed to making sure your TrueFit Smile experience is as smooth and comfortable as possible.