1.1 This clause applies to cancellation requests before delivery.
1.2 Aligner kit: Prior to delivery you can cancel your order with the following payment consequences, which are referable to our loss when you cancel an order.
a. If you cancel your order prior to delivery, we will retain a cancellation fee of up to $599. We will confirm the cancellation fee for your case before processing your cancellation.
b. If you paid using one of our offered third party ‘buy now pay later’ providers, we will credit your account for the amount of your purchase less any applicable cancellation fee. You can also choose to pay the cancellation fee and cancel your financing account.
c. For all other payment types, we will provide any refund amount via the payment method that you used for your purchase.
1.3 Non-aligner kit purchases: We do not accept order cancellations for other purchases. These generally ship the same day or next business day.
2. Replacements and refunds
2.1 This clause applies to refund or replacement requests after delivery.
2.2 We will not provide a refund if you change your mind.
2.3 Our products come with guarantees that cannot be excluded under the Australian Consumer Law. We will provide a refund or replacement where required to do so by law.
2.4 If you request a refund or replacement or otherwise contact us about a faulty product we may ask you for proof of purchase, evidence of the fault, and return of the product for assessment.
3. Contacting us about a cancellation, replacement or refund
3.1 If you have questions or concerns about your product, or if you wish to request a cancellation, replacement or refund, completing a support request.