For Patients of CandidPro Providers:
If you are a patient of a CandidPro provider, then any refunds, returns or other changes to treatment or payment, including whether or not you will receive additional treatment or refinements, is at the discretion of the CandidPro provider, and you must address such questions to your CandidPro provider only.
For Patients who are receiving services from an orthodontist but not through CandidPro:
If the orthodontist determines you are not a suitable candidate:
If your Candid orthodontist determines that you are not a suitable candidate for Candid's 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 an event, we will, at your option, send you an additional starter kit for free.)
If you believe you have received a defective product, please call us at 1-844-295-6915 or chat with us at portal.candidco.com to request a replacement. All of these requests will be reported to our Quality Assurance Team for investigation.
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 Consent to Treat Form and Medical/Dental History, your Starter Kit order has been processed and cannot be refunded (unless your orthodontist, after reviewing your diagnostic records; Consent to Treat Form, Medical/Dental History, PVS impressions, photos and other information), determines that you are not a suitable candidate for Candid’s clear aligner treatment). 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 call us at 1-844-295-6915 or chat with us at portal.candidco.com.