Refund policy

This policy explains how refunds and returns are handled for all purchases made through the Venneir website.

1. Retail Products (Toothpaste, Mouthwash, Tongue Scrapers)

You may request a refund for eligible retail products within 14 days of delivery, provided the items meet the following conditions:

• The product is unused and unopened
• It is returned in its original, sealed packaging
• It is in resalable condition

Due to hygiene regulations, we cannot accept returns of any opened or used products. You are responsible for return shipping unless the item is confirmed to be faulty.

If your retail product arrives damaged or is faulty, please contact us within 14 days of delivery, providing photos and a description. We will assess the issue in accordance with UK consumer protection law.

2. Custom-Made Products (Including Click-In Veneers)

Custom-made dental appliances are created specifically for you using your submitted impressions or scans. Under the Consumer Rights Act 2015, custom-made goods are exempt from standard cancellation rights once manufacturing begins. 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.

However, we offer a voluntary 14-day cooling-off period from the date your impression kit is delivered, provided:

• The impression kit remains unopened and unused
• You contact us within 14 days to request a cancellation
• You return the kit at your own expense
• A £25 restocking fee will be deducted from your refund

Once the kit is opened, used, or impressions have been submitted, the cooling-off period ends and the order is final. Submission of impressions constitutes your instruction to proceed with manufacture and confirms that manufacturing has commenced.

3. Post-Cooling-Off Cancellation (Before Manufacturing Begins)

If you cancel your order after the 14-day cooling-off period but before manufacturing has started, a £125 cancellation fee will apply. This covers administrative time and the loss of allocated production resources.

If the value of your order is less than £125, your refund will be capped at the total amount paid.

4. Cancellation Due to False or Incomplete Information

If you provide false or misleading information during the ordering process or questionnaire, and your case is deemed unsuitable, a £125 cancellation fee will be deducted from your refund.

If the information you provided was accurate but your case is later found to be unsuitable, you will receive a full refund.

5. Defective Appliances

If your appliance arrives defective, you must notify us within 14 days of receiving it. Remakes are only available where the issue relates to a confirmed manufacturing defect or a demonstrable fit problem with the appliance as produced. Remakes are not available for reasons including but not limited to: change of mind, aesthetic preference, odour, colour, dissatisfaction unrelated to manufacturing, or issues arising from inaccurate impressions submitted by the customer.

To be eligible for a remake, you must provide:

• A clear video showing the appliance being inserted and removed
• A close-up view of the fit
• A brief verbal explanation of the issue
• The original appliance and all items that came with it must be returned to us

By submitting evidence such as photos or videos as part of a remake or complaint request, you confirm that the evidence is accurate and a true representation of the issue. All evidence submitted becomes part of the permanent order record and may be used by Venneir in any subsequent dispute or chargeback proceedings.

If a manufacturing defect is confirmed, we will provide one complimentary remake. Only one remake is permitted per order. If the second appliance still does not fit, no further remakes or refunds will be offered.

6. Appliance Coverage Area

All our retainers, guards, whitening trays, and veneers are designed to cover your teeth up to and including your 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 not considered a defect and is not eligible for refund or remake.

7. Thickness Variations in Appliances

All dental appliances 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 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.

8. Self-Impression Kits and Failed Impressions

Our impression kits are self-impression kits, designed to be completed by you at home without professional assistance. By purchasing and using an impression kit, you acknowledge that you are taking your own impressions at your own discretion and accept full responsibility for the quality and accuracy of the impressions you submit. Venneir is not present during the impression-taking process and cannot be held responsible for errors, inaccuracies, or failed impressions resulting from the self-impression process.

The quality of your finished appliance is directly dependent on the quality of the impressions you submit. It is your responsibility to follow the impression instructions carefully before submitting. If you are unsure about your ability to take accurate impressions at home, we offer a walk-in clinic service where impressions can be taken by our team.

If the impressions you submit are not suitable for manufacture, we will notify you and you will be required to purchase a replacement impression kit. We cannot proceed until suitable impressions are received. Any fit issues arising from impression quality are outside of Venneir's control and do not qualify for a remake or refund.

9. Product Exchanges and Order Changes

Where you request to change your order from one custom-made product to a different custom-made product, and that change is approved by Venneir before manufacturing has commenced, the new product will be manufactured in place of the original. If the value of the replacement product is lower than the original order value, any difference will be issued as store credit to be used against a future purchase with Venneir. The difference in value will not be refunded in cash or to the original payment method. Store credit has no expiry date and can be applied at checkout on any future order.

10. Payment Disputes and Chargebacks

If you initiate a chargeback or payment dispute with your bank or card issuer for an order that does not meet the eligibility criteria set out in this policy or our Terms of Service, Venneir reserves the right to contest that dispute and submit all relevant evidence to the card network, including order data, communications, delivery records, and impression submission records.

Initiating a payment dispute does not constitute a valid cancellation or return request. Where a chargeback is found to be without merit, Venneir reserves the right to seek recovery of any associated dispute fees and costs incurred as a result of the claim. Customers who initiate fraudulent or unjustified payment disputes may be permanently blocked from placing future orders with Venneir.

11. Returning Products

To initiate a return, please email cs@venneir.com with your order details.

• Retail product returns must be requested within 14 days and returned in original condition
• Impression kits may only be returned if unused and within the 14-day cooling-off period
• For remake requests, you must return the original appliance and all items received with your order
• You are responsible for return postage unless the item is faulty
• Refunds are processed to your original payment method within 5 to 10 working days of approval

12. Contact

If you have questions about your return eligibility, impression kit status, or any aspect of your order, please contact our support team at cs@venneir.com.