Refund policy

Retainer Xpress Refund Policy

This document outlines the return policy provided by Retainer Xpress. Please read this information carefully to understand your rights and obligations regarding the return of products purchased from our website.

We strive to provide high-quality products and exceptional customer service. If you are not satisfied with your purchase, we are here to help.

Our dedicated customer support team will work with you to address any concerns or issues you may have.

We will make every effort to find a suitable solution that meets your needs and ensures your satisfaction.

If we are unable to resolve the issue to your satisfaction, we offer a refund of your retainer/s.

Please note that the following conditions apply:

The product must be returned within the specified return period (14 days after receiving the retainer/s.)

The product must be in its original condition and packaging. Retainers with noticeable wear related to use, will be void of the refund policy.

Where a customer has reported an issue within the 14 days, a case will be opened. If the customer does not follow the steps required for resolving the issue in a timely manner, Retainer Xpress is able to close the case permanently.

Refunds will be issued to the original payment method used for the purchase.

Impression kits and additional putties are non-returnable and non-refundable.

Return Policy:

To initiate a return, please contact our customer support team and provide your order details.

Before a refund is considered, Retainer Xpress reserves the right to either adjust or remake the retainer, depending on the specific circumstances. The decision to adjust or remake the product will be determined by Retainer Xpress. Only after these options have been pursued will a refund be initiated, if applicable.  

Any issues must be reported within 14 days after receiving the retainer/s. Retainer Xpress is not obligated to remake or adjust the product, if reported after the 14 days. If you do not collect, or delay the postage your dental tray in a timely manner, we are not to be held responsible for any fit issues due to the likelihood of teeth shifting

Defective or in the event that the retainer/s are not fitting well, and a return is requested, video proof must be provided to begin the refund process. Failure to provide video evidence of the issue with the fit will cancel the return process.

Return shipping costs are the responsibility of the customer unless the return is due to our error or a defective product.

Impression kits are non-returnable and non-refundable as a COSHH precautionary measure. Any cancellations of orders where an impression kit has been sent out are subject to a deduction of £40. If impressions have been sent in without email/WhatsApp verification, then refunds are subject to an additional deduction of £4.99

For orders on offer (e.g. x2 orders) the second retainer or retainer set is cheaper. In cases where a refund of only one of the two retainers, or retainer sets, is requested, then it will be retainer/ retainer set of lowest cost that is refunded

All impressions must be approved via email or WhatsApp before the process can continue. If impressions have been sent in without email/WhatsApp verification, then the customer is responsible for the costs of additional materials, to proceed

Cancellation on orders for ‘sending in moulds’ will be subject to £10, if moulds are posted an additional £10 due to the 2 shipping labels generated and handling. 

Cancellations for same-day orders are subject to a £15 fee, as materials begin to be prepared immediately and staff time is allocated specifically to fulfil the urgency of the order.

Any rude, threatening or intolerable messages to our staff will not be accepted and your order will be cancelled. Retainer Xpress will also not be obliged to provide a full refund in these cases. A refund is subject to the stage of the process.

Retainer Xpress reserve the right to deny service for reasons that do not need to be disclosed. Service can be terminated at any point. Refunds in this instance will depend on the stage of the service.

Refunds are not available on custom products (material type/material thickness/dental arch) due to incorrect purchases.

Refunds are not available where the customer sends in their own moulds and claims that the retainers, made to their moulds, do not fit. Video evidence of retainer fit on your mould will be required. Please do not dispose of moulds for this purpose

In no circumstances and on no occasion will we move teeth. Retainer Xpress is a dental retainer provider, to only assist on maintaining the current position of your teeth.

Please do not order if you have an allergy to polyethylene terephthalate or acetaldehyde. If you do start to feel any allergy sensations (swelling, irritation, sensitivity) do not continue to wear the retainers. Refunds will not be provided in this occasion

If retainers break due to heavy clenching, Retainer Xpress is not obliged to refund or remake the retainer/s. We do not treat any TMJ or other jaw issues and we recommend you speak to a specialist

Retainers should be cleaned by rinsing with cold water and/or a retainer specific cleaning product. Using any other cleaning products may cause material damage and void the warranty.

Retainer Xpress manufacture retainers dependent on the tooth detail recorded by your impression. We reserve the right to decline requests for longer extensions where the impression did not record this information and where this was not requested initially

In the case where a remake is agreed upon by both parties, the first retainer/s supplied must be returned, and new impression/s must be verified. Failure to do so will require additional putties & a return label. This will be at the complete expense of the customer.

If it is deemed that your retainer can be fixed by either tightening or loosening it, this will be offered until it is corrected. A refund in these instances is not applicable. If an adjustment to your product has been completed and marked as delivered, yet you are still unsatisfied, please inform us within 3 days. If not reported the case will be closed.

Postal services are external entities, and despite their generally reliable nature, rare mishaps such as misplacement or loss may occur. Following a claim, Retainer Xpress has the right to investigate and provide a solution within 14 days. Refunds are not guaranteed. By submitting your mould/s, you acknowledge and understand that any loss or damage during transit is beyond our control.

Retainer Xpress LTD/Contractors under Retainer Xpress LTD are not responsible for damage arising from normal wear and tear, failure to follow instructions relating to the product’s use; loss or theft; disassembly or alterations; accidents, sports incidents, abuse, misuse, or other external causes; or exposure to liquids, extreme thermal conditions, or other environmental conditions. It is important to note that clenching or constant acute pressing can cause damage to the dental retainer, such as pressure points and micro fractures. If you are known to clench, it is highly recommended that you consult with your dentist or orthodontist for proper care instructions. Retainer Xpress is not responsible for damages to the retainer resulting from improper care or handling. Retainer Xpress is not responsible for damages to the retainer resulting from poor maintenance and poor hygiene. Retainer Xpress are not liable for Royal Mail delivery delays. Retainer Xpress is also not responsible for lost or stolen packages after delivery proof is provided. Notifications of dispatch and delivery are automatically sent by Royal Mail. Retainer Xpress is not obligated to send out further notifications.

In the event of a lost, damaged, or stolen item, please notify us within 14 days of the estimated delivery date, providing your order number, tracking number, and any supporting evidence such as photos or carrier notifications. We will promptly initiate an investigation with the carrier. Refunds or replacements will be issued once the carrier confirms the claim and determines liability.

Retainer Xpress manufacture retainers dependent on the tooth detail recorded by your impression. We reserve the right to decline requests for longer extensions where the impression did not record this information and where this was not requested initially