Refund policy

STRAIGHTS  – Refund Policy (Consumer)

At STRAIGHTS, we are committed to delivering high-quality, custom-made clear aligners based on your approved treatment plan. Because each product is bespoke and manufactured specifically for you, our refund policy reflects the personalised nature of our service.

1. Right to Cancel (Pre-Manufacture)

You have the right to cancel your order within 14 days of purchase, provided manufacturing of your aligners has not commenced. To cancel within this period, please contact us in writing at hello@straights.com. If eligible, you will receive a full refund.

2. Clinical Unsuitability

If you are deemed clinically unsuitable for aligner treatment by a registered dental professional before manufacturing begins, you may be entitled to a full or partial refund depending on the stage of your case review and planning. Any refund in this case will be processed within 14 days of confirmation.

3. Post-Approval and Manufacturing

Once your treatment plan has been approved and you have confirmed your consent to proceed, your custom aligners will enter production. At this point:

  • Manufacturing is considered to have commenced.
  • Cancellations and refunds are not guaranteed and will be considered on a case-by-case basis, subject to administrative, planning, and production costs already incurred.

Please contact our Customer Service team at hello@straights.com as soon as possible to discuss your circumstances. Proof of issue or exceptional circumstances may be required.

4. Refund Exclusions

Refunds will not be issued for:

  • Dissatisfaction with aesthetic or functional outcomes, as these depend on individual biological factors and compliance with instructions.
  • Failure to wear aligners as directed.
  • Additional treatment or retainers not included in the original plan.
  • Missed appointments or failure to complete required dental work prior to starting treatment.

5. Processing Refunds

Approved refunds will be issued to your original payment method within 14 business days of confirmation. You will receive written confirmation of the outcome and refund amount.

6. Complaints and Further Queries

If you are unhappy with any part of your experience, please contact us at hello@straights.com. For clinical concerns or treatment-related outcomes, please contact your treating clinician directly, as STRAIGHTS is not responsible for clinical decisions or outcomes.

Contact Information

STRAIGHTS Global LTD trading as STRAIGHTS
Customer Service
📧 hello@straights.com Registered Company Number: 15522777Registered Address: No.2 Silkwood Office Park, Fryers Way, Wakefield, West Yorkshire, United Kingdom, WF5 9TJ