Terms of service

Please read and follow all instructions and safety information provided with this product before use. 

**WARNING:** Retainer Xpress products and services are not a substitute for a dental examination. If you have loose fillings, caps, teeth, persistent jaw pain, clicking of the jaw, or difficulty chewing, please consult your dentist before using this product or taking your own dental impressions. Do not take impressions if you have gaps larger than 1mm between your teeth, protrusions in your mouth, bone growths (tori), or any other condition that may cause the impression tray to become stuck. Should the tray become lodged, do not attempt to remove it forcefully—seek medical assistance immediately. 

Retainer Xpress reserves the right to deny service without explanation. 

Do not use Retainer Xpress retainers, whitening trays, or nightguards as sports mouthguards. These products are not intended for children or individuals undergoing orthodontic treatment. If you have been diagnosed with temporomandibular joint dysfunction (TMD), we do not recommend purchasing Retainer Xpress products online. 

**Discontinue use immediately** and seek medical or dental advice if the product: 

- Interferes with breathing 

- Causes gagging, pain, or bleeding gums 

- Damages your teeth in any way 

- Results in unwanted changes to your bite or jaw (occlusion or temporomandibular joint) 

- Applies abnormal pressure  

- Is damaged in any way 

Retainer Xpress retainers are manufactured in accordance with UK dental standards, ensuring the highest levels of quality and safety. Please avoid exposing the product to temperatures above 30°C or placing it near an open flame. If exposed to extreme heat, such as in a dishwasher or washing machine, inspect the product for damage. 

**DISCLAIMER:** Upon receiving an impression kit, inspect it for any damage that may have occurred during shipping. If damage is found, photographic evidence must be provided to request a replacement. Retainer Xpress is not obligated to send replacement kits unless sufficient evidence of damage is submitted. Upon receiving your retainer, it is the user’s responsibility to ensure a proper fit. While we comply with UK dental standards, Retainer Xpress and its contractors are not responsible for tooth movement resulting from the use of our products. If there are concerns about the fit, please contact us immediately. 

Retainer Xpress offers a six-month warranty, which only covers material defects confirmed through customer-provided photos or videos, this must be related to an issue that was present at receipt of the item. The warranty does not cover issues related to improper use, normal wear and tear, accidents, or external factors such as exposure to extreme conditions. 

Special offers are available when multiple retainers (e.g., Lower x2, Upper x2, or Upper & Lower x2) are ordered using the same impression kit. Special offers do not apply to different impressions. 

To initiate a return, contact our customer support team and provide your order details. Issues must be reported within 14 days of receiving your product. Retainer Xpress is not obligated to remake or adjust products after this period. 

Retainers should be cleaned with cold water or a specialized retainer cleaner. Using improper cleaning products may cause material damage and void the warranty. Return shipping costs are the responsibility of the customer unless the return is due to a defect or error on our part. 

For defective products or fitting issues, video evidence must be provided before the return process can begin. Failure to provide this evidence will void the return. 

Impression kits are non-returnable and non-refundable due to safety regulations. Order cancellations involving an impression kit will incur a £40 deduction, and an additional £5 fee will apply if impressions are submitted without prior verification. 

Refunds for special offers (e.g., x2 retainers) will apply to the lowest-cost retainer if only one retainer is returned. 

Impressions must be verified via email or WhatsApp before proceeding. Cancellations for orders involving sent-in moulds are subject to a £10 fee, plus an additional £10 if moulds have already been posted. 

Additional putty is non-refundable and must be purchased if needed, as it is not provided complimentary. 

Refunds are not available for custom products due to incorrect ordering. Retainer Xpress reserves the right to decline requests for longer extensions if the impression does not record the required detail. 

In the case of agreed remakes, the original retainer must be returned, and new impressions verified. Any additional putty or return shipping costs are the customer's responsibility. 

Retainer Xpress is not liable for damages caused by external postal services. In the rare event of lost, damaged, or stolen items during transit, Retainer Xpress will investigate and provide a solution within 14 days, but refunds are not guaranteed. 

Retainer Xpress is not responsible for normal wear and tear, improper use, or damages resulting from environmental factors or extreme conditions. If you are prone to clenching, consult your dentist to prevent damage. We are not liable for delays or issues once the package has been dispatched, nor are we obligated to provide additional delivery notifications. 

For any lost, damaged, or stolen items, please notify us within 14 days of the expected delivery date with your order number, tracking number, and relevant evidence. Retainer Xpress will initiate a claim with the carrier, and replacements or refunds will be processed once liability is determined. 

 By submitting your moulds, you acknowledge and accept that any loss during transit is beyond our control. In the event of a lost, damaged, or stolen item, you must notify Retainer Xpress within 14 days of the estimated delivery date, providing your order number, tracking details, and any supporting evidence, such as photos or carrier notifications. We will promptly investigate the claim with the carrier. Refunds or replacements will be issued only after the carrier confirms the claim and establishes liability.  

Retainer Xpress Ltd and its contractors are not liable for damage caused by normal wear and tear, improper use, failure to follow product instructions, loss or theft, disassembly, alterations, accidents, sports injuries, misuse, or exposure to liquids, extreme temperatures, or other environmental factors. Constant clenching or acute pressure can cause damage to the retainer, including pressure points and micro-fractures. If you are prone to clenching, it is highly recommended to consult a dentist or orthodontist for proper care instructions. Retainer Xpress is not responsible for damages resulting from improper care, handling, or inadequate hygiene. 

Retainer Xpress provides custom whitening trays specifically for cosmetic use, designed to offer a precise fit that supports the effectiveness of your whitening treatments. While we ensure the trays are produced to high standards, we assume no liability for any damage or issues arising from improper use, alterations, or storage mishandling.

Since the trays are custom-made, it is essential that accurate dental impressions are submitted. If impressions are found to be inaccurate, additional charges for adjustments or remakes may apply. We will not take any responsibility for significant poor fit of your ordered trays, where the mould/s, scan/s or impression/s is/are not an accurate representation of your teeth, due to (but not limited to) not wearing a retainer whilst your order/case is on-going. Care must be taken to avoid exposure to excessive heat or harsh chemicals, which can cause damage to the trays.

We do not accept responsibility for any gum irritation, sensitivity, or complications resulting from the bleaching agents used in conjunction with the trays. This responsibility lies with the user and the product manufacturer. Furthermore, any subcontractors or freelancers involved in the manufacturing process are similarly exempt from liability related to these issues.

This disclaimer also emphasizes that warranty coverage does not extend to damages caused by user negligence, improper use, or poor impression quality. Users are encouraged to follow all professional guidance provided by their dentist before and during any whitening procedure.

Retainer Xpress is not liable for delays caused by postal services or for packages that are lost or stolen after delivery confirmation. Delivery and dispatch notifications are automatically sent via Royal Mail, and we are not obligated to send additional notifications. 

Ultrasonic Cleaner

Hygiene Policy: Due to hygiene reasons, we do not accept returns or refunds for ultrasonic cleaners that have been opened or used.

Unopened Returns: If the product remains unopened and in its original packaging, we accept returns. The return shipping cost must be covered by the customer, and the item must be sent using a tracked shipping method.

Faulty Items: If the product is faulty, please contact us within 7 days of receiving it. We will assess the issue and arrange a replacement or refund if applicable.

Return Process: To initiate a return for an unopened product or report a fault, please contact our customer service team at contact@retainerxpress.co.uk before sending the item back.

1. General Use
The Product is designed to assist in the cleaning and maintenance of dental retainers, aligners, mouthguards, and other similar items. It uses ultrasonic technology to help remove surface debris, light stains, and bacteria.

2. Cleaning Limitations
While the Product is highly effective for routine maintenance, users must understand its limitations:

The Product is not a substitute for professional dental cleaning.

It may not completely remove deep-set stains, hardened plaque, or tartar.

Proper use of cleaning solutions, as per the instructions, is essential for optimal results.

Individual results may vary depending on the condition and material of the item being cleaned.

3. Instructions for Use
To ensure effective and safe use of the Product, follow all instructions provided in the user manual. Failure to adhere to these guidelines may result in suboptimal cleaning, damage to the Product, or damage to your dental appliance.

4. Warranty and Liability

Retainer Xpress provides a limited warranty covering defects in materials and workmanship under normal use for a period of 30 days from the date of purchase.

This warranty does not cover damage resulting from misuse, failure to follow instructions, or unauthorized modifications.

Retainer Xpress is not liable for any damage to dental appliances resulting from improper use of the Product.

5. Disclaimers

The Product is not intended to diagnose, treat, cure, or prevent any medical condition.

Users with concerns about the cleanliness or condition of their dental appliance should consult a dental professional.

6. Returns and Refunds
Returns and refunds are subject to Retainer Xpress’s return policy, which can be found https://retainerxpress.co.uk/policies/refund-policy. Items must be returned in their original condition and packaging.