IMPORTANT NOTICE: Venneir products and services are not a replacement for a professional dental examination. If you have loose fillings, crowns, persistent jaw pain, clicking in the jaw, or difficulty chewing, we strongly recommend consulting your dentist before using this product or taking dental impressions. If you have gaps larger than 1mm between your teeth, mouth protrusions, bone growths (tori), or any other condition that may cause the impression tray to get stuck, please avoid taking impressions. If the tray becomes lodged, do not try to forcefully remove it—seek immediate medical assistance.

IMPORTANT NOTICE ABOUT FIXED RETAINERS: Venneir products, including impression kits, are designed to be used with care around existing dental work, such as fixed metal retainers. Customers are responsible for ensuring that their fixed retainers or other dental work are secure prior to taking impressions. Venneir cannot be held responsible for any damage to pre-existing dental fixtures, including retainers, during the impression process. If you have concerns about the stability of your dental work, we strongly advise consulting your dentist before proceeding with the impression kit.

Venneir reserves the right to refuse service at its discretion without the need for explanation.

Venneir retainers, whitening trays, and nightguards should not be used as substitutes for sports mouthguards. These products are not suitable for children or individuals currently undergoing orthodontic treatment. If you have been diagnosed with temporomandibular joint dysfunction (TMD), we advise against purchasing Venneir products online.

Stop use immediately and consult a medical or dental professional if the product:

Interferes with your breathing

Causes gagging, discomfort, or bleeding gums

Causes any kind of damage to your teeth

Results in unexpected changes to your bite or jaw (occlusion or temporomandibular joint)

Exerts abnormal pressure

Shows signs of damage

Venneir retainers are produced in line with UK dental standards, ensuring top-quality and safety. Please keep the product away from temperatures above 30°C and avoid placing it near open flames. If exposed to extreme heat, such as in a dishwasher or washing machine, inspect the product for any damage.

DISCLAIMER: Upon receiving your impression kit, please inspect it for any signs of damage that may have occurred during shipping. If damage is found, you must provide photographic evidence to request a replacement. Venneir is not obligated to send a replacement kit without sufficient evidence. After receiving your retainer, it is the user's responsibility to ensure it fits correctly. While we adhere to UK dental standards, Venneir and its associated contractors are not liable for tooth movement resulting from the use of our products. If you encounter any fit issues, please contact us immediately.

Venneir offers a six-month warranty that covers material defects, provided that the customer supplies photo or video evidence. This must be related to an issue that was present when the product was received. The warranty does not cover improper use, normal wear and tear, accidents, or external factors like exposure to extreme conditions.

Special offers are available when multiple retainers (e.g., Lower x2, Upper x2, or Upper & Lower x2) are ordered using the same impression kit. Discounts do not apply to different impressions.

To initiate a return, please contact our customer support team with your order details. Any issues must be reported within 14 days of receiving the product. Venneir is not obligated to offer remakes or adjustments beyond this timeframe.

Retainers should be cleaned using cold water or a specialised retainer cleaner. Using inappropriate cleaning products can damage the material and void the warranty. The cost of return shipping is the customer's responsibility unless the return is due to a defect or error on our part.

For defective products or fitting issues, video evidence is required before the return process can begin. Failure to provide this evidence may void the return.

Returns and Refunds for Impression Kits and Putty: Due to strict health and safety regulations, impression kits and additional putty are non-returnable and non-refundable, even if unused or unopened. However, we offer a partial refund with a £20 deduction to cover the cost of the impression kit, along with any applicable shipping charges. These items are classified as medical devices and cannot be resold or reused once dispatched, ensuring compliance with government legislation and COSHH (Control of Substances Hazardous to Health) guidelines. For more information, please refer to our Returns section.

Refunds for special offers (e.g., x2 retainers) will be applied to the lower-cost retainer if only one is returned.

Impressions must be verified via email or WhatsApp before proceeding. Cancellations for orders involving sent-in moulds will incur a £10 fee, with an additional £10 fee if the moulds have already been posted.

Additional putty is non-refundable and must be purchased separately if required, as it is not included for free.

Refunds are not provided for custom products due to incorrect ordering. Venneir reserves the right to deny remake requests if the impression fails to capture the necessary details.

In cases where remakes are agreed upon, the original retainer must be returned, and new impressions must be verified. Any costs for additional putty or return shipping will be borne by the customer.

Venneir is not responsible for damage caused by external postal services. In rare cases of lost, damaged, or stolen items during shipping, Venneir will investigate the issue and aim to resolve it within 14 days. However, refunds are not guaranteed.

Venneir is not liable for normal wear and tear, improper use, or damage caused by environmental factors or extreme conditions. If you tend to clench your teeth, it is advisable to consult your dentist to avoid damaging the retainer. Venneir is not responsible for delays or issues after the package has been dispatched, nor are we required to send additional delivery notifications.

For lost, damaged, or stolen items, please notify us within 14 days of the estimated delivery date and provide your order number, tracking number, and any relevant evidence. Venneir will file a claim with the carrier, and replacements or refunds will be issued once liability is confirmed.

By sending us your moulds, you agree that we are not responsible for any loss during transit. If a loss, damage, or theft occurs, you must notify Venneir within 14 days of the expected delivery date, providing the order number, tracking details, and supporting evidence (e.g., photos or carrier notifications). We will investigate the claim with the carrier. Refunds or replacements will be provided only after the carrier has confirmed the claim and liability.

If you have known allergies or sensitivities to plastics, silicone, or any dental materials, please contact us before placing your order or using any Venneir products, including impression kits, retainers, whitening trays, or nightguards. While our products are made using materials that comply with UK dental standards, allergic reactions may still occur in rare cases. By proceeding with the order without prior consultation, you accept full responsibility for any adverse reaction or discomfort that may arise. Venneir Ltd and its contractors will not be held liable for allergic responses or complications related to sensitivities unless we have been notified in advance and have confirmed the product’s suitability. If you experience any signs of an allergic reaction—such as swelling, rash, itching, or difficulty breathing—discontinue use immediately and seek medical attention.

Venneir is not liable for delivery delays caused by postal services or for packages that are lost or stolen after delivery has been confirmed. Dispatch and delivery notifications are automatically sent via Royal Mail, and we are not required to send additional notifications.