You have 14 days from delivery to request a refund on standard retail items like toothpaste, mouthwash, and accessories. To be eligible, products must be:

• Unopened
  
• In their original, sealed packaging
  
• In a condition suitable for resale
  

Please note, this does not apply to custom-made items like Click-In Veneers or retainers, which have separate cancellation terms. See our custom product policy for full details.

Custom-made items, including Click-In Veneers and other bespoke appliances, are exempt from standard refund rights once production begins. This is in line with UK consumer law on made-to-order goods:
 
Gov.uk – Returns and Refunds Policy

However, we offer a voluntary 14-day cooling-off period, starting from the date your impression kit is delivered. To qualify for cancellation:

• The kit must be unopened and unused
  
• You must contact us within 14 days
  
• 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 are submitted, the order becomes final and non-refundable.

If cancelling after the 14-day period but before manufacturing begins, a £125 cancellation fee applies. If your order total is less than £125, the refund will be capped at that amount.

Returns must be sent at the customer’s expense. Original outbound shipping fees are not refunded. Only the product cost is returned.

1. Email cs@venneir.com with your order number and reason for return (include photos if defective).
2. We’ll confirm eligibility and provide the correct return address.
3. Ship your items using a tracked service and keep proof of postage.
4. Once we receive and inspect your return, we’ll process your refund.

Once your return is received and approved, refunds are issued to your original payment method. Depending on your bank, it may take 5 to 10 working days to appear on your statement.

Email us at cs@venneir.com within 14 days of delivery with clear photos and a description of the issue. If confirmed as a manufacturing defect, we’ll provide one free remake.

You have 14 days from the delivery date of your impression kit to cancel your order, as long as the kit is unopened and unused. To cancel:

• Email us at cs@venneir.com within 14 days
  
• A £25 restocking fee will apply
  
• You must return the kit at your own cost
  
• If the kit is used or impressions are submitted, no refund is available

Yes. While custom-made goods are usually exempt from cancellation, we offer a voluntary 14-day period. Conditions:

• Kit must be unopened and unused
  
• Contact us within 14 days of delivery
  
• £25 restocking fee applies
  
• Kit must be returned at your cost

Once the kit is opened, used, or impressions are submitted, the order is non-refundable. This is due to the bespoke nature of the product.

Once impressions are submitted, your appliance is considered custom-made and enters production. At this point:

• The order is non-refundable
  
• If you cancel before manufacturing starts, a £125 cancellation fee applies
  
• If false or misleading information was provided, the same fee applies

If we receive impressions that don’t meet eligibility requirements due to false or misleading info submitted at checkout or in your questionnaire, a £125 cancellation fee applies.

If the info provided was accurate but your case is later deemed unsuitable, you will receive a full refund.

Always use a tracked service and keep your proof of postage. We cannot refund items that don’t reach our warehouse. If unsure, contact us before posting so we can recommend the best carrier.

We offer one free remake if your appliance doesn't fit, subject to:

• You notify us within 14 days of delivery
• You provide video evidence showing insertion and removal
• You return the original appliance and all items that came with it
• If the second appliance still doesn't fit, no further remakes or refunds are issued

Night guards and day guards naturally have variations in thickness due to the contoured shape of your teeth and bite pattern. The material forms differently across high and low points of your dental anatomy, resulting in slight thickness variations. This is normal in professional guard manufacturing and does not affect protection or performance.

• If cancelled within the 14-day period and the kit is unopened, yes, you must return the kit at your cost
• If cancelled after 14 days, and you are eligible for a partial refund, no return is needed, dispose of the kit responsibly