If the orthodontist determines you are not a suitable candidate:
If your Candid Co.-affiliated orthodontist determines that you are not a suitable candidate for the Candid Co. clear aligner program, we will refund your payment in full. This applies to each of the following situations: payments made for the Starter Kit only; if you have paid for the Starter Kit and aligner treatment up front; or if you have paid for aligner treatment up front at one of our Candid Studios™. (However, this does not apply if you send back a starter kit with distorted or unusable models. In such event, we will, at your option, send you an additional starter kit for free.)
If the treatment plan is not working:
If you have worn the aligners as prescribed and they are not working we will work with you to develop a new treatment plan without additional charge, as long as the Candid Co.-affiliated orthodontist feels that a new treatment plan is advisable. In this case, you may be required to submit a new starter kit, some photographs, and/or return for an additional intraoral scan.
If you believe you have received a defective product, please email us at firstname.lastname@example.org to request a replacement.
For Candid Studio™ customers only:
You should be receiving your treatment plan soon after your visit to the Candid Studio™. After you receive your treatment plan, you will have the option of working with our team to adjust the plan if feasible and if approved by the orthodontist. If you are still not satisfied with your treatment plan, we will refund your treatment payment in full. However, once you accept your treatment plan, we will begin producing your custom aligners, and a refund will no longer be available.
Kit Return Policy
As we are not able to use the Starter Kit or Aligner Kit for anyone else, we do not accept returns on either the Starter Kit or the Aligner Kit. Once we receive your Medical History and Consent Form, your Starter Kit order has been processed and cannot be refunded (unless our orthodontist, after reviewing your models, photos and other information, determines that you are not a suitable candidate). Once you accept your treatment plan, we will begin producing your custom aligners, and a refund will no longer be available. If you have a question regarding your order, please email us at email@example.com.