At NewSmile™, customer satisfaction is our top priority. If you receive your Treatment Preview and are not satisfied with the projected results, we will issue a refund minus applicable penalties and fees as outlined below.
Customers with an active subscription receive an advance notification before their next order is created. This notice allows you to:
Pause your subscription
Skip the upcoming order
Update your delivery schedule
Because customers receive advance notice, all subscription orders begin processing immediately once the order is created. For this reason, subscription orders are not eligible for refunds once the order has been created. If you do not wish to receive the next shipment, you must pause or skip the order before the billing date. You can manage your subscription anytime by logging into your account.
A Treatment Preview is a digital before-and-after simulation of your expected progress with NewSmile™ Aligners.
The preview is delivered electronically.
It can be viewed on your device.
It is typically available approximately three weeks after we receive your impressions or complete your scan.
Due to hygienic reasons, Impression Kits are non-refundable.
Unopened, unused, and non-custom products may be eligible for return. To qualify:
The product must be unopened and unused.
The return must be requested within 30 days of purchase.
The item must remain in its original condition.
The customer is responsible for return shipping costs.
Before returning any item, customers must obtain a Return Merchandise Authorization (RMA) from our team. Returns sent without an approved RMA may not be processed.
Refund eligibility for aligner treatment depends on the stage of treatment:
If our licensed dental team determines that our process is not suitable for you, a refund case will be opened.
If you approve your Treatment Preview, refunds are only permitted in cases of manufacturing defects.
A minor gap at the bottom of an aligner is not considered a defect, as aligners may require small adjustments such as buffing or trimming at home.
Because aligners are custom-made medical appliances, aligners that are in production or already manufactured are not eligible for return or refund.
If you are unsatisfied after completing treatment, our team will work with you to help achieve the outcome outlined in your original Treatment Preview.
Covered by a 1-year manufacturer’s warranty.
After delivery:
Customers have 30 days to inspect their items.
Any fit issues, missing items, or defects must be reported within 30 days.
All refund requests require a formal case to be opened by our Refund Team. If a refund is approved:
It will be issued within 14 business days after the case is concluded.
Refunds are processed using the original payment method.
Banks typically return funds within 3 business days after processing.
Refunds are calculated as the purchase price minus applicable costs and penalties, including but not limited to:
$139 for the first Impression Kit (shipping, handling, and administration).
$40 for any replacement Impression Kits.
$100 per Treatment Preview or Modified Treatment Preview created by our licensed dental team.
Penalties begin at $100 depending on the time elapsed since purchase. If the dental team cannot produce a satisfactory Modified Treatment Preview, the modification fee will be waived.
If our dental team finds you ineligible for aligner treatment with zero movement, you will receive a refund.
Results are not guaranteed. If you are unsatisfied with your results and would like additional clear aligners, there is an additional cost.
If requesting a refund past 30 days, an administration fee will be deducted due to processing costs.
Additional terms:
Refunds on PayPal purchases are subject to PayPal processing fees plus applicable administration charges.
Deposits for Monthly Payment Plans are non-refundable.
A $50 fee applies for replacement Impression Kits provided under Fast Track or Monthly Payment Plans.
If a refund is issued before a Treatment Preview is provided, charges will apply for all impression kits, replacement kits, and associated fees. Any purchase incentives (rebates, gift cards, or vouchers) may be deducted from the refund amount if they were claimed.
The full treatment and refund evaluation process may take up to 6 months, depending on when we receive impressions and progress photos.
Additional conditions:
Refunds are not available for purchases older than 5 months.
No refunds will be granted if a customer is later deemed unsuitable for aligner treatment by their dentist after purchase.
NewSmile™ reserves the right to update this Refund Policy at any time. Any changes will be posted on this page, with notification on the website or app footer.
Last Updated: March 22, 2026