Refund Policy

Cancellations before production

You may cancel your custom-appliance order and request a refund if we receive your request within 150 days of your order date and before manufacturing begins. Both conditions must be met.

There is no cancellation fee or additional payment-plan cancellation fee. If your impression kit has not shipped, no impression-kit deduction applies. If it has shipped, $50 is deducted, even if the kit is unused.

This is a pre-production cancellation policy. Once manufacturing begins, change-of-mind cancellations and refunds are not available under this policy. Covered fit issues and manufacturing defects are handled through the remedies described below. Your rights under applicable law remain unaffected.

Impression-kit deduction

The $50 impression-kit deduction applies only after the kit has shipped. Shipped kits are not accepted back for a cancellation refund, whether used or unused, for sanitation and hygiene reasons.

When a refund reaches your account

Once a refund is approved, we issue it to the original payment method within 3 BUSINESS DAYS. After we issue it, allow approximately 7–10 BUSINESS DAYS for the credit to appear in your account. Posting time depends on your bank or payment provider. Any shorter deadline required by law still applies.

How to request a cancellation

Contact info@smileboutiqueny.com or (347) 630-5474 with your order number and cancellation request. If you cannot find your order number, provide enough information for us to locate the purchase. We will review when your request was received, your order date, production status and whether the kit has shipped.

You may request a written copy of this policy at any time.

Fit issues and defects after production

Free fit support is available for 60 days after delivery. Request each needed adjustment or remake within that 60-day period. Covered adjustments and remakes are unlimited within this period, subject to the exclusions below.

Work requested within the 60-day period may be completed afterward. This does not extend the coverage period: additional adjustment or remake requests after day 60 are not covered for free, even if they concern the same fit issue.

For covered work, necessary fresh impression kits, return shipping and reshipment are included at no additional charge.

Report a suspected manufacturing defect within 60 days of delivery so we can evaluate it under our included limited warranty. For a verified manufacturing defect, we remake the appliance at our expense.

We may ask you to return the appliance for evaluation. When we require that return, we cover the shipping expense. The remake and its shipment to you are also covered. This remedy does not limit any additional rights you may have under applicable law.

See our Limited Warranty & Fit Support for claim instructions and exclusions.

Late impressions and additional kits

Please ensure that we receive your completed physical impressions within 150 days of the order date. If they arrive after that period, a $50 late-impression fee applies before the order can proceed. After one year from the order date, the applicable late-impression fee is $100 instead of $50. These are alternative levels of the same fee, not a combined $150 charge.

If your initial impressions are unsuitable for making your appliance and an additional impression kit is needed, that extra kit costs $40.

This is separate from a fresh impression kit needed to resolve a covered fit issue: that kit is included at no additional charge.

Rush services

Refund requests for rush manufacturing or rush shipping are reviewed individually, case by case. Contact us with your order number and the service concerned so we can explain the outcome for your order. Any refund required by applicable law will be provided.

Accessories and gift cards

Accessories and gift cards are non-refundable under our change-of-mind policy. If an accessory is defective, contact us for a replacement or substitute item. A gift card that does not work will be investigated and corrected or replaced. This does not limit remedies required by applicable law.

Gift cards are digital, have no expiration date and can be used for our products.

Questions and your rights

If you have a concern about your order or a payment, contact info@smileboutiqueny.com or (347) 630-5474 so we can review it and work toward a resolution.

Nothing in these policies limits your rights under applicable law or prevents you from contacting your card issuer, payment provider or a public authority. Contacting us does not extend any deadline those organizations apply.

If a payment dispute is opened, we may respond with relevant, accurate order, fulfillment and communication records as permitted by law. We do not impose an automatic penalty merely because you raise a concern or dispute a payment.

These policies do not limit any rights or remedies that cannot be excluded under applicable law. Where the law requires a different remedy, refund or deadline, that requirement applies.