1. Who We Are and How to Contact Us
Venneir Limited (Company No. SC622322), registered in Scotland
Registered Office: 4 Lynedoch Place, Glasgow, G3 6AB
Business Address: Venneir, BioCity, Bo'ness Road, Chapelhall, Airdrie, ML1 5UH
We will contact you using the details you provide at the time of ordering.
2. Our Products
We offer:
- Custom-made dental appliances based on your impressions, created by qualified professionals in compliance with UK regulations
- Standard retail dental products such as toothpaste, mouthwash, and tongue scrapers
3. Appliance Terms
Our custom appliances are designed for cosmetic enhancement. Fit may vary based on dental anatomy and impression quality.
4. Retail Products Terms
Retail items are sold as is. They must be used according to instructions. Faulty items are handled under UK consumer law. Returns are accepted only if unopened and within 14 days.
5. Click-In Veneers: Eligibility & Refund Policy
These are cosmetic appliances only and not intended to correct tooth alignment. Before ordering, you must confirm:
- You understand they are cosmetic only
- Your dental profile qualifies according to the questionnaire
- You have verified eligibility and accepted our Terms
If incorrect information is supplied, cancellation will result in a £125 fee, deducted from any refund as allowed under UK law for bespoke goods, even though cooling-off rights do not automatically apply.
6. Your Responsibilities
You must provide accurate impressions, photos, and health information. If impressions are unusable due to inaccuracy, a new kit must be purchased. Mistakes or misrepresentation may result in cancellation or additional charges.
Each order is strictly for one customer only. We cannot manufacture appliances for multiple people from a single order. If you need to order for two or more people, you must place separate orders for each individual.
7. Health, Safety & Appropriate Use
Not suitable for children, orthodontic users, or those with loose dental work, gum disease, or TMJ issues. If discomfort or damage occurs, stop use and see your dentist. Keep appliances below 30 °C.
8. Allergies
If you have allergies to silicone or other materials, inform us in advance. We cannot advise, and are not liable, if not notified.
9. Fixed Retainers and Other Dental Work
Our appliances may be worn with fixed retainers or other dental work. However, we do not accept liability for any damage to existing dental fixtures during impression taking or use. Ensure all dental work is stable before using our products.
10. Warranty & Remake Policy
If your appliance does not fit correctly, we offer one complimentary remake as a goodwill gesture. This is subject to the following conditions:
- You must notify us within 14 days of receiving your appliance.
- You must provide clear video evidence showing:
- The appliance being inserted and removed from your mouth
- A close-up view of how the appliance fits or does not fit
- A brief verbal explanation of the issue
- You must return the original appliance and all items that came with it
We may request new impressions or scans before proceeding with the remake. Only one remake is permitted per order.
If the second appliance still does not fit, no further remakes or refunds will be offered. At this stage, the product has been manufactured precisely to the impression or scan data you provided. Fit issues at this point are due to factors outside of our control, such as changes in your dental profile, limitations in your anatomy, or inaccuracies in the impression you submitted.
It is your responsibility to ensure that your impressions or scans are accurate and taken according to our guidance. We strongly recommend reviewing our impression guide and seeking professional advice before placing an order if you have any doubts.
11. Appliance Coverage Area
All retainers, guards, whitening trays, and veneers are designed to cover teeth up to and including the second back teeth (second molars). They do not extend to wisdom teeth. This is the professional standard for dental appliances and provides optimal fit, comfort, and retention. Extending further back can cause gagging, poor fit, and unnecessary bulk without added benefit.
This design specification is intentional and is not considered a defect. It is not eligible for refund or remake.
12. Thickness Variations in Appliances
All dental appliances naturally have variations in thickness due to the contoured shape of teeth and bite patterns. The material forms differently across high and low points of dental anatomy, resulting in slight thickness variations throughout the appliance.
This is normal in professional appliance manufacturing and does not affect protection or performance. Uneven thickness is not considered a manufacturing defect and is not eligible for refund or remake.
13. Cooling-Off Period & Returns
Cooling-Off Period
Although UK distance selling rules typically offer a 14-day cancellation right, bespoke custom-made goods are exempt under the Consumer Rights Act 2015. Further information can be found at www.gov.uk/accepting-returns-and-giving-refunds. We do not offer refunds on custom products once manufacturing has commenced.
Nonetheless, we voluntarily offer a 14-day cooling-off period from the date the impression kit is delivered, provided the kit remains unopened and unused. You may cancel by contacting us. A £25 restocking fee will be deducted from your refund. You must return the kit at your own expense. Once the kit is used or impressions have been submitted, the cooling-off period ends and the order is final.
Post-Cooling-Off Cancellation (Pre-Manufacture)
If you cancel after the cooling-off period but before manufacture begins, a £125 cancellation fee will apply. This fee reflects administration and loss of production resources. If your order value is less than £125, your refund will be capped at the order value.
False or Incomplete Information
If cancellation is due to supplying false or misleading information, the £125 cancellation fee applies. If your information was accurate but your case is deemed unsuitable, you will receive a full refund.
Defective Appliances
If an appliance is defective, and you provide required evidence and return all items as specified in section 10, we will offer one complimentary remake. If the defect persists, please refer to section 10.
14. Shipping & Delivery
We are not liable for delays or loss once items ship. Report issues within 10 days. Any "leave safe" deliveries are at your risk. Returned parcels due to failed delivery may incur reshipping charges. Mainland UK return shipping may be refunded up to £4. You are responsible for customs or import duties.
15. Order Formation & Changes
A contract begins upon our order confirmation email. We may cancel for misuse, nonpayment, chargebacks, or unsuitable impressions. Changes are permitted only before manufacturing commences.
16. Pricing & Errors
Prices include VAT where applicable. We reserve the right to correct pricing errors before order acceptance, and will inform you promptly.
17. Intellectual Property
All content, trademarks, and designs on this site are owned by Venneir. You may not copy or misuse them.
18. Force Majeure
We are not liable for delays or failures caused by circumstances beyond our control, including natural disasters, pandemics, or courier disruptions.
19. Medical Disclaimer
Information on our site is for general use only and not medical advice. Consult your dentist for any health concerns.
20. Liability Limitation
Except for death or personal injury caused by our negligence, our liability is limited to the amount you paid. We are not liable for indirect or consequential losses such as dental fees, loss of earnings, or emotional distress.
21. No Responsibility for Tooth Movement
Retainers are passive devices intended to help maintain the current position of your teeth. We do not accept responsibility for any tooth movement, relapse, or changes in dental alignment that may occur during or after use. You are responsible for wearing your retainers as advised by your dental professional and for monitoring any changes with your own dentist or orthodontist.
22. Governing Law
These Terms are governed by UK law and disputes will be resolved in UK courts.
23. Contact Us
For questions or clarifications, reach us at cs@venneir.com.
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