Return and Refund Policy

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 Modeling Kit only; if you have paid for the Modeling 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 modeling kit with distorted or unusable models. In such event, we will, at your option, send you an additional modeling kit for $49.00.)
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 modeling kit, some photographs, and/or return for an additional intraoral scan.
Exchange Policy:
If you believe you have received a defective product, please email us at support@candidco.com 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.
For Modeling Kit customers who have paid for the Modeling Kit and aligner treatment up front:
Customers who have submitted a Modeling Kit, paid for treatment up front and have an approved treatment plan 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 the portion of the payment paid for treatment up front (i.e., not the Modeling Kit fee, which is only refunded if the orthodontist determines that you are not a suitable candidate for treatment).

Kit Return Policy

As we are not able to use the Modeling Kit or Aligner Kit for anyone else, we do not accept returns on either the Modeling Kit or the Aligner Kit. Once we receive your Medical History and Consent Form, your Modeling 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 support@candidco.com.