Refund policy

  •  We are unable to accept returns except for where goods are faulty/damaged or there is an error with the order providing we are informed within 14 days of dispatch.
  • To be eligible for a return in the event of an error, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
  • To complete your return, we require a receipt or proof of purchase. 
Refunds (if applicable)
  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  • If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

  • Once an order has been placed, you will have a maximum of 1 working day cancellation / cooling off time from the placing of the order. After this time has passed you will not be entitled to cancel or alter your order as this will be in production. In cases where we are processing orders quicker than usual it may be that no cancellation is accepted. 
  • To request a cancellation please email


    • Any Breakages (due to manufacture) within 30 days of receipt of the retainer, will be remade free of charge or refunded in full.
    • In order for a remake or full refund, we would need photographic evidence of the breakage. We may also ask you to return the product for us to investigate further. 
    • Breakages after 30 days will be down to patient care and will not be eligible for a free remake or refund.

    Late or missing refunds (if applicable)
    • If you haven’t received a refund yet, first check your bank account again, then contact your credit card company, it may take some time before your refund is officially posted.
    • Next contact your bank. There is often some processing time before a refund is posted.
    • If you’ve done all of this and you still have not received your refund yet, please contact us at

    Exchanges (if applicable)
    • We only replace items if they are sent in error, defective or damaged. If you need to exchange it for the same item, send us an email at and send or deliver your item to: Ashford Orthodontics, Southwick Industrial Estate, 14b Riverside Rd, Sunderland SR53JG, United Kingdom.  

    • To return your product, you should mail your product to: 170 Ashford Orthodontics, Southwick Industrial Estate, 14b Riverside Rd, Sunderland SR5 3JG, United Kingdom.
    • You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
    • Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
    • We don’t guarantee that we will receive your returned item.