Return eligibility depends on whether the item is faulty, unused, hygiene-sensitive or custom-made.
Contact hello@smilewide.com.au with your order number before sending an item back.
Our goods and services come with guarantees that cannot be excluded under applicable consumer law. If a product or service has a major problem, you may be entitled to choose a refund or replacement. Other remedies may apply for a minor problem.
Contact SmileWide within 14 days of delivery about an unused, unopened stocked product. Approval is required before return. Original delivery costs and return postage may not be refundable for a change of mind.
Clear aligners, retainers, mouth guards and other custom products are made for you. Change-of-mind cancellation may not be available after records are accepted or manufacture begins. This does not remove your rights if the product or service fails a consumer guarantee.
Opened impression materials, oral-care products and other goods that contact the mouth may not be accepted for change of mind. Contact us if an item is faulty, damaged, incorrect or not fit for its stated purpose.
Email your order number, the item, the reason for the request and clear photographs where relevant. Wait for return instructions. Use tracked postage and keep proof of lodgement.
Approved refunds are returned to the original payment method. Afterpay refunds are processed through the Shopify order; Afterpay then updates or cancels the customer’s remaining payments according to its terms.
A request about fit, tracking or treatment outcome should be reviewed by the treating team. Do not stop or change the prescribed schedule without advice. Seek urgent local dental care for severe pain, swelling, trauma or other urgent symptoms.