Cancellation policy

 

Order Cancellation Policy

 


Because many of our products are customized, made-to-order, or personalized specifically for your practice, we maintain the following cancellation terms:


 

Custom & Personalized Products

 


All customized, personalized, or made-to-order products are final sale and non-refundable.


This includes (but is not limited to):

 

  • Branded packaging

  • Custom whitening kits

  • Private-label products

  • Printed materials

  • Personalized inserts

  • Any product modified at your request

 


Once an order containing customized items is placed and confirmed, it immediately enters production and cannot be canceled, modified, or refunded.

 

 

 

Non-Custom (Standard) Products

 


Orders for non-custom, non-personalized products may be canceled within 24 hours of purchase, provided the order has not yet been processed or shipped.


After processing begins, orders cannot be canceled.

 

 

 

Canadian Customer Disclosure

 


For customers located in Canada:


By completing your purchase, you acknowledge that:

 

  • The products ordered may be customized or made-to-order.

  • Customized and personalized products are final sale.

  • You are not entitled to a cancellation right once production has begun.

  • All material terms, pricing, shipping costs, duties, and timelines were disclosed prior to checkout.

 


This policy complies with applicable Canadian consumer protection legislation governing online and distance sales.

 

 

 

Errors & Damage

 


If your order arrives damaged or there is a manufacturing defect, please contact us within 5 business days of delivery at care@smilehq.com


We will review the issue and, where appropriate, replace defective products.


This does not apply to customization errors approved by the customer prior to production.

 

 

 

Chargebacks

 


Initiating a chargeback for a customized product that was produced as ordered constitutes a violation of this agreement. We reserve the right to submit order approvals, artwork confirmations, and production records in response to disputed claims.