Terms & conditions

These terms apply to orders placed with The Retainer Shop, operated by In-Align Orthodontics Ltd, company 11840528. Our laboratory and correspondence address is The Retainer Shop, c/o In-Align Orthodontics Ltd, Harbour Road, Rye, TN31 7TE. Telephone +44 (0) 7887 695778. Our registered office is Archer House Britland House, Northbourne Road, Eastbourne, East Sussex, BN22 8PW. Email info@retainer.shop.

Products and prices

We sell custom retainers, night guards, bleaching trays and impression supplies for delivery within the UK. Prices are shown in pounds sterling. We are not VAT registered. The options, contents and total price of your order are shown before you pay.

Bleaching trays are supplied without bleaching gel. Dosing dots guide gel placement. They do not determine the correct dose or treatment for you.

Placing your order

Check your selected arch, thickness, quantities and delivery details before ordering. Your confirmation email records the order we received. If an error or supply problem prevents us fulfilling your order, we will contact you and explain the available options, including a refund where appropriate.

Impressions and manufacture

For new appliance orders, we dispatch the included impression kit the next working day. Follow the supplied instructions and return the impression using the prepaid Second Class label. Manufacture begins only after we receive a suitable impression and takes two working days. Finished appliances are posted free by Royal Mail Special Delivery.

One further impression attempt is free if needed. Additional supplies after that are chargeable at the published prices. We will explain what you need before you order. We do not start manufacture from an impression we consider unsuitable.

Delivery

We deliver within the UK only. Working days exclude weekends and UK bank holidays. Postage time is additional to manufacture. Impression kits and finished appliances have free postage. Putty-only supply orders have a single £3.50 postage charge regardless of quantity; putty supplied with an impression kit has free postage.

Repeat orders

Eligible repeat appliances made using the same scan receive 10% off. Contact us before reordering so we can check eligibility. Retainer customers should have worn their retainer consistently. Same-scan retainer orders more than seven months after the last order still receive the discount, but do not include our voluntary fit guarantee. A new impression kit means the full product price applies. The six-month recommendation and seven-month restriction do not apply to night guards or bleaching trays.

Care and suitability

Follow the care instructions supplied with your appliance and your dental professional’s advice. Inform us about relevant changes to your teeth or dental treatment before a repeat order. Our products and website information do not replace an individual dental assessment.

Cancellations, fit concerns and refunds

Our returns and fit guarantee policy forms part of these terms. It explains cancellation before kit dispatch, 30-day unused-kit returns, our 14-day fit guarantee and your statutory rights. Custom manufacture does not remove rights relating to faulty or misdescribed goods.

Privacy and contact

Our privacy policy explains how we use order information and stored scans. Contact us by email with any complaint so we can investigate and respond.

Applicable law

These terms are governed by the law of England and Wales. If you live elsewhere in the UK, you retain any mandatory consumer protections and rights to bring proceedings in your local courts. Nothing in these terms excludes liability or rights that cannot lawfully be excluded.