Refund policy

At Retainers Direct, we are committed to ensuring your complete satisfaction with our products. Our refund policy includes the following key elements:

• 30-Day Perfect Fit Guarantee for Final Retainers: If you're not completely satisfied with the fit of your final set of retainers, you're covered by our 30-Day Perfect Fit Guarantee. This guarantee allows you to request adjustments or a full refund within 30 days of receiving your final retainers.

• 60-Day Refund Policy for Impression Kits: You have 60 days from the date of purchase to make a refund claim for the impression kit. This policy ensures that you have ample time to assess the quality and suitability of the kit. If the impression kit does not meet your expectations, you can return it for a refund or exchange within this period.

• General Return Conditions: To be eligible for a return, the product must be returned within 60 days of the original purchase, be in its original packaging, and you must obtain a Return Merchandise Number (RMN) from us.

• Refund Deductions: All refunds will be deducted by $20 to cover shipping and material costs. For orders with priority shipping, a deduction of $35 will be applied.

• Damaged Items: If you receive a damaged product, please contact us immediately for assistance.

• Sale Items: Sale items are eligible for a refund under the same conditions as regular items.

For further details or to initiate a return, please contact our customer service team at smile@retainersdirect.com.

Lost Package Policy:

• At Retainers Direct, we understand the importance of receiving your orders promptly and securely. In the unfortunate event that a package is lost in transit, we are committed to providing a fair and efficient resolution. Please see below for our policy on lost packages:

• Reporting a Lost Package: If you suspect that your package is lost (i.e., it has not arrived within the expected delivery time frame and there is no updated tracking information), please contact us at smile@retainersdirect.com immediately. We request that customers report a lost package within 7 days of the expected delivery date.
  
  
• Investigation Process: Upon notification, we will initiate an investigation with theshipping carrier. This process can take several days and we appreciate your patience during this time. We will stay in communication with you and provide updates as they become available.
  
  
• Resolving a Lost Package: If the carrier confirms that the package is lost, we will offer a choice of either reshipping your order at no additional cost or providing a full refund.The decision will be at the discretion of the customer.
  
  
• Incorrect Shipping Information: If a package is lost due to incorrect shipping informatio provided at the time of order, it is the customer's responsibility. We encourage all customers to double-check their shipping details at the time of purchase. In such cases, we will do our best to assist, but we cannot guarantee a refund or free replacement.
  
  
• Preventive Measures: We take all necessary steps to prevent the loss of packages, including using reliable shipping carriers and providing tracking information for all orders.
  
  
• Customer Cooperation: Your cooperation in the investigation process is crucial. We may require additional information from you to assist the carrier's investigation. Prompt responses will aid in resolving the issue more quickly.

For any questions or concerns regarding our Lost Package Policy or your specific case, please contact us at smile@retainersdirect.com.