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Due to the fact that Dentistry is not an exact science, the smile makeover final outcome is based on several factors including but not limited to customer’s biology, pre-and post-therapy care and your compliance of and adherence to the instructions to be followed during and after the initiation and/or completion of the recommended therapy.


Accordingly, it is stipulated that once you have made the payment for your Dental therapy, you agree and undertake that you shall not thereafter be eligible to claim for refund of any money paid and tendered by you save and except and only in case of rejection of your case by


Notwithstanding anything mentioned to the contrary hereinabove, it is clarified and explicitly agreed and confirmed by you that you shall not be eligible nor be entitled to claim for any refund including but not limited to the following cases:


  • If you did not or have not complied with instructions/guidelines or failed to share all records and updates with the team and have not ensured complete tracking of the plan as advised in the guidelines;

  • if six weeks have elapsed after the conclusion of the dental treatment and you have had any therapy or procedure done at any clinic outside partner network.

  • If in the middle of the treatment you have relocated to another city and if there is no partner clinic in the city where you relocate, therapy will only be given/available for you in/at the closest partner clinics and you will be liable to bear the costs/charges for external specialist on your own account and cannot claim or be entitled to claim the same from

  • Like any dental procedure which is dependent on various factors, cosmetic condition of teeth can still change after the smile makeover plan is completed, for which you shall not be eligible for a refund.

  • If any dental procedure is availed/undertaken at any clinic outside partner network during the term/tenure of the smile makeover plan.


Management Rights


Subject to the above, you also agree and confirm that the management has the absolute right to review the eligibility of any refund request based on its own assessment of all facts, circumstances & customer-provided records and reserves full and complete right to approve or reject any claims of refund and also reserves its sole right to grant/approve a partial or full refund or none at all as shall be applicable in accordance to the facts and circumstances on a case-to-case basis.


You further agree that disputes, if any, are subject to exclusive Jurisdiction of Guwahati courts, where the company has its registered office.




Cancellation Charges


You understand, agree and confirm that in case of any cancellation on your part, owing to dissatisfaction regarding the services/quality etc, a nominal fee of ₹  2,000/- will be deducted with regards to the cancellation charges.

You understand, agree and confirm that in case of any payment made by availing 3rd party loans/ EMI’s the refund shall be made subject to any deduction as applicable and agreed between the customer and such third parties as per their terms and conditions. However, if any 3rd party loans/ EMI’s are subject to cancellation/rejection from the respective parties then transaction charges including but not limited to cancellation charges, processing fee, any other charges, etc. shall be levied upon you and shall not be borne by us.


Further any refund will be subjected to any or all applicable deductions on account of payment gateway charges, delivery and /or any other service charges as may apply.


Further, if you have blocked your offer by paying an advance/booking amount, any such advance/booking amount shall not be refunded. You agree that all the balance amount pertaining to the offer blocked by you has to be made within the next 30 days from the day you have blocked your offer, failing which the blocked offer shall expire and the amount paid for blocking the offer shall not be refunded, however, such amount shall be eligible for adjustment towards the new offer price available.


Furthermore, any payment received from you that is in addition to the charges of the smile makeover plan for Consultations x-rays, scans, diagnosis etc are not eligible for refund and will be subject/liable to be deducted in addition to the administrative charges from any eligible refund.



Refund Chart


Please refer the below given below stages for better understanding of cancellation charges:


  • If your case gets denial by – full refund

  • Pre-Approval – a nominal charge of ₹  2000 /- shall be levied towards handling charges of your case.

  • Post Approval – No refund


Kindly note: all plans communicated to you shall be deemed to considered as approved if not rejected via email/writing within 72 hours of such communication.






Mode of Refund & Timeline


The refund amount shall be credited to the predesignated bank account within a period of 15 to 30 business days from the date of the approval of the refund granted.


Alternatively, you may be eligible for availing a credit note/voucher of the amount to be used in any other therapy or service with our partner concerns.






For any refund requests please address an email at


Refund Policy for products


Returns, Replacements and Refunds

How To return an item purchased ?


We offer our customers an ’Easy return policy’, wherein you can raise a return/exchange request of a product within 7 days of its delivery. We also accept partial returns wherein you can raise a return request for one or all products in your order.


  • Step 1: Contact our Customer Support team via email contact@gentledentalguwahati within 7 business days of receiving the order.

  • Step 2: Provide us with your order ID details and your request to return/replace/refund your order. Kindly email an image of the product and the invoice for our reference.

  • Step 3: We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.


Which are the items that cannot be returned/exchanged?

Returns will not be accepted under the following conditions:


  • Returned without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged

  • Serial Number is tampered with

  • Product is used or altered

  • If request is initiated after 7 business days of order delivery


Categories not eligible for Return:


  • Customized Products [Test Aligners](/aligners)/Appliances/prostheses cannot be returned since they are available during select promotions and ordered on demand

  • Personal care appliances cannot be returned due to hygiene issues.


Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.


If you have received a damaged or defective item/wrong product in your order, how to proceed?

Our shipments go through rigorous quality check processes before they leave our warehouse. However in the rare case that your product is damaged during shipment or transit, you can request for a replacement or cancellation .


If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return within 7 days of receiving the order:


  • Step 1: Contact our Customer Support team via email within 1 business day of receiving the order.

  • Step 2: Provide us with your order ID details and your request to return/replace the defective/wrong items in your order. Kindly share an image of the product and the invoice for our reference within 1 working day.

  • Step 3: We will initiate the replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.


Note: If it is a case of replacement, it is subject to the availability of stock. In case that a replacement may not be available, we will refund you the full amount.


Can you return part of your order?

Yes. A return can be created at item level and if you have ordered multiple items, you can initiate a return/replacement/refund for any individual item. However, any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it.


How will you get refunded for the returned orders and how long will this process take?

In case of a return/replacement/refund, we process the refund once the products have been received and verified at our warehouse.


  • For payments done through credit/debit cards or net banking ,the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.

  • For cash on delivery transactions ,we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back and your bank details on email. It will take an additional 2-3 business days for the amount to reflect in your account.


Note: Any Processing Fee/ Tax / any other fee levied by Banking Partners, Credit Card Companies, Mobile Wallets etc are to be solely borne by the Customer.


Cancellation Policy


Cancellation before shipment (Only valid on orders’ place & delivery in India):

If the order or the item(s) that you want to cancel have not been shipped yet, you can write to our customer support team on


In such cases, the order will be cancelled, and the money will be refunded to you within 24-48 business hours after the cancellation request is duly processed by us.

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