Returns, refunds & fit guarantee

We want you to be happy with your order. Contact info@retainer.shop with your order number before returning anything. We will provide the correct return address and instructions.

14-day fit guarantee

If your retainer, night guard or bleaching tray does not fit properly, tell us within 14 days of receiving it. You may choose a free remake or a refund under this guarantee.

• Free remake: we provide a new impression kit if required and pay the postage. You do not need to return the original appliance for a remake.
• Refund: you must return the appliance. We cover reasonable return postage where the goods are faulty or not as described. Contact us for return arrangements.

The voluntary fit guarantee does not apply to same-scan retainer reorders placed more than seven months after the last order. This exclusion does not remove your statutory rights for faulty or misdescribed goods.

Cancel before dispatch

You can cancel your order before the impression kit is dispatched for a full refund. Contact us promptly with your order number.

Return an unused impression kit

You may return an unused impression kit within 30 days of receiving it for a full refund. You pay the return postage for this change-of-mind return. Contact us for the return address before posting.

Standard supplies and custom-made appliances

For online purchases of standard supplies, your statutory cancellation rights normally allow you to tell us you are cancelling within 14 days of delivery and return the goods within a further 14 days. Our 30-day unused-kit policy is an additional benefit. You pay change-of-mind return postage. We may make a lawful deduction for handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Custom-made appliances are normally excluded from statutory change-of-mind cancellation rights. This does not affect your rights where an appliance is faulty, not as described or otherwise does not meet the contract, or the fit guarantee above.

Refund timing

Refunds are made to the original payment method. For returns, we will refund within 14 days of receiving the goods or evidence that you have sent them back, where required by law. Any standard outbound delivery charge refundable under your statutory cancellation rights is included. Bank processing time may apply.

Your statutory rights

Our policies are in addition to your statutory rights. Faulty, misdescribed or otherwise non-conforming goods may entitle you to a refund, repair or replacement under consumer law, including the short-term right to reject faulty goods. These rights are not restricted to our 14-day fit guarantee.