Terms & Conditions

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.

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.

Warranty & Replacement Policy

Our aim is to provide you with a high-quality product that fits securely and accurately. Every Venneir custom-made appliance—whether it’s a retainer, whitening tray, night guard, or clip-in veneers—is quality checked before dispatch to ensure it meets our high standards.

14-Day Manufacturer’s Warranty

Each Venneir product comes with a 14-day manufacturer’s warranty, which covers:

✔ Manufacturing errors
✔ Material defects
✔ Fitting issues due to a fault on our end

To make a claim under the manufacturer’s warranty, please notify us within 14 days of receiving your product by completing our online contact form. Be sure to include a short video and clear images showing the issue. Our team will review this quickly and let you know the next steps.

You will be unable to claim under the manufacturer’s warranty if:

✖ A repair or alteration has been attempted
✖ The product has been accidentally damaged
✖ The product has been lost
✖ The product has become stained
✖ The product fits but you're unhappy with how it looks (a period of adjustment is normal)

If accepted, we’ll remake your custom-made appliance free of charge — up to 2 arches for dual orders or 1 arch for single orders.

12-Month Extended Warranty

If you’ve purchased our 12-month Extended Warranty, you’re covered for the following:

✔ Cracks or splits from normal use
✔ Breaks or fractures during wear
✔ Pet damage or chewing
✔ Warping from heat (e.g. left in a car or near a radiator)
✔ Discolouration from smoking, food, or drinks

Important: This warranty does not cover:
✖ Lost items
✖ Changes to your teeth or bite
✖ Fit issues that should have been reported under the 14-day manufacturer’s warranty
✖ Discomfort or irritation caused by the veneers themselves
✖ Any damage caused by improper cleaning products

Return shipping of the original product is the customer’s responsibility unless the issue is due to a defect or error on our part.

How to Claim a Replacement (Extended Warranty)

1. Complete our online contact form
2. Provide a short video and clear images of the issue
3. Return your original appliance to us for assessment (we’ll provide return instructions)
4. Retake your dental impressions — as we do not keep them on file
5. We’ll send a new impression kit if needed
6. Once both your returned item and new impressions are received, we’ll begin your remake

Additional Notes

• Any issues must be reported within 14 days of receiving your product, otherwise Venneir is not obligated to offer a remake or adjustment.
• Return shipping is the customer’s responsibility unless the issue is due to a defect or error on our part.
• All returns for defects or fit issues must include video evidence before the process can begin. Without this, we may not be able to process your claim.
• Custom-made appliances should only be cleaned using cold water or a specialised retainer cleaner. Using inappropriate products may damage the appliance and void the warranty.

Returns and Refunds

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.

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

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 custom-made product 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 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.

Sending Your Own Moulds

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.

Allergies

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.

Shipping & Deliveries

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.

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.