Return & Exchange

Initsmil Guarantee and Return Policy

If you are unhappy with the results after your completed treatment, you may request refinements to your treatment. To qualify for a refinement request, you must have complied with your custom treatment instructions and the progress monitor portion of our app at Initsmil.com/app. Refinements must be requested within 14 days of completion of your aligners and will be reviewed by a member of our dental team to ensure the feasibility of further treatment. If you request refinements for any other reason, there will be a charge of $595 for an additional treatment plan and aligners.

All non-custom Smileins products may be returned within thirty (30) days of the date of purchase. The product must be in original packaging and unused. Request a return authorization by messaging us once you’ve logged in with your original purchase email at Initsmil.com. Refunds are not allowed after 90 days on any product for any reason.

Email: initsmil@gmail.com

Initsmil orders are processed each weekday. We’re unable to make any changes to orders that are not requested prior to 3 pm PST the same business day you ordered. This includes changes like delivery/billing address and adding/removing items on your order. Initsmil is not liable for orders shipped to an incorrect address due to customer errors on the order page. We do not refund or replace orders that were shipped incorrectly due to customer error. All refunds are processed immediately after approval and are returned to the customer via the customer's original purchasing method only. Banks will typically return funds in 5-10 banking days.


Additional terms and conditions:

Shipping and handling charges are not refundable.
Returns shipped without a return label provided by Initsmil and returns missing products or accessories originally provided with the original order will be rejected and return denied.
Initsmil will not issue refunds until the returned product has been delivered to the address shown on the return label provided by Initsmil and the product is inspected by a Initsmil return specialist.
Returned to sender or refused packages: Returned to sender or packages refused by the customer will be charged a some fee, and you will be issued a refund in the original form of payment.
We will refund the cost of the product to your original payment method, excluding any applicable shipping and handling charges.

1.A treatment preview is a visual representation of how your teeth will appear after the completion of the treatment. However, there may be minor differences in the final outcome based on how your teeth and bite respond to the movements caused by the aligners. When you receive a treatment preview, it is automatically considered approved unless you request a modification or production halt within the given time frame, 3 days from receipt of the preview.
In addition, Initsmil delivers a preview of before and after images to show you the progress you will achieve by using their clear aligners. These previews are provided to you digitally and can be viewed on your own device.
2.Custom-made products, opened products, used products, shipping, and impression kits are not eligible for refunds.

Return and Exchange Process

Step 1: Email our customer service team at initsmil@gmail.com to request a return or exchange. Please include your order details and the reason for your request.

Step 2: Once we receive your request, our customer service representative will email you detailed return/exchange instructions along with the return address. Follow these instructions carefully to ensure smooth processing. We kindly ask that you provide photos of the item as part of the return process.

Step 3: After we receive your returned package, your refund will be processed within one week, or your exchange order will be prepared and shipped. We will email you once the refund or exchange is processed.

Note: For refunds to credit cards, the processing time may vary depending on your bank. It may take an additional 1-2 weeks for the funds to reflect in your account.

For further assistance, feel free to contact us at initsmil@gmail.com. We’re here to help!

Exchange

We’re sorry, but we do not offer exchange services. However, we’re happy to assist you with processing returns and placing new orders, and we will waive the shipping costs for the new orders.

We reserve the right to deny refunds for any returns that are not in brand-new condition, are missing original packaging, labels, instructions, or parts, or have been damaged. Products that have been opened or are no longer fully packaged may qualify for store credit only if accepted. Returned goods may be subject to a restocking fee, or the customer may be responsible for the cost of shipping the item back to them.

Who pays for the return shipping?

 If your product arrives damaged or if you receive the wrong item, please contact us at initsmil@gmail.com within 24 hours of delivery. We will review your claim, provide further instructions, and cover the round-trip shipping costs for eligible cases. For all other returns not related to damaged or defective items, you are responsible for covering the return shipping costs.

Additional Terms for Returns and Refunds

1. Situations Where Returns Are Allowed or Not Allowed

   • Returns are allowed for all non-custom Smileins products, provided they are unused, unopened, and returned within 30 days of purchase.
   • Custom-made products, opened items, used items, shipping fees, and impression kits are not eligible for returns or refunds under any circumstances.

2. Timeframe for Processing Returns

   • All return requests must be initiated and completed within 90 days of the purchase date. Refunds or returns are not allowed after this period, regardless of the reason.

3. How to Return a Product

   • To return an item, log in to your account at Initsmil.com using your original purchase email.
   • Send a message to request a return authorization. Once approved, you’ll receive a return shipping label and detailed instructions for completing the return.

4. Refund Amounts and Terms

   • Refunds are processed back to the original payment method only. Refund amounts exclude shipping and handling fees.
   • Any returns missing products, accessories, or original packaging will be denied or may result in a reduced refund amount.
   • For refused or returned-to-sender packages, a some fee will be deducted from the refund, and shipping charges are non-refundable.