Veneers Terms and Conditions
1 These terms
1.1 It is important that you read these terms and conditions which set out how we supply our products to you.
1.2 As we are providing a service/products to you under these terms, it is important that you pay specific attention to the following:
1. Our clip on veneers (product) are a temporary prosthesis. They are made of a plastic dental grade material – Thermoplastic Bio Acytel Resin. They are not and should not be considered as an alternative to full porcelain veneers fitted by a dentist (which cost considerably more).
2. As the products we provide are tailor made to your specific measurements, once we have started to make the product, which is a bespoke product you will not receive any refund if you cancel within the cooling off period (See Clause 8(c) pursuant to Section 28(1)(b) of The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 the full wording of which can be found at https://www.legislation.gov.uk/uksi/2013/3134/regulation/28/made. The product is tailor made to the specific measurements of the impression you send. The product is manufactured on a 3D model which is an exact computer generated replica of the impression you send. The product will be despatched on the 3D model to demonstrate the fit. Should the product which is a bespoke product not fit you will not receive any refund.
3. If you have ANY ALLERGIES please contact the customer service line on 01204 201290 from Monday to Friday 10am to 4pm, (Saturday we are CLOSED Sunday we are CLOSED), to discuss further before you use the impression kit (it is your sole responsibility to contact us if you have an allergy and we will not be responsible in any way should you fail to contact us and then have an allergic reaction to our products).
4. You must be over the age of 18 to purchase our products. If you are under the age of 18, we will require your parent’s/guardian’s written consent.
5. It is imperative that you check your teeth and gums for any pre-existing conditions or weakness, such as loose, cracked or broken teeth prior to using the impression kit. If you are in any doubt, please seek the advice of your dentist prior to purchasing our products.
6. Our providing the final product to you is reliant upon you sending back to us the impression kit. Due to changes in law and regulations, any impression kit sent to you must be returned to us within 6 months if you wish for us to make the products from that kit. Thereafter, we reserve the right to refuse to make the products and you will have to purchase a new impression kit.
7. Once you have returned the impression kit following the correct instructions, providing payment has been made in full, we will start making the product. We will only keep the impression kit that you supply to us for a period of 12 months. After that time it will be destroyed and you will have to purchase another impression kit in order to purchase the products from us.
2.3 If we have to contact you we will do so by telephone, SMS, Whats app, social media or by writing to you at the email address or postal address you provided to us in your order.
2.4 “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails, text, SMS, or any other social media.
2.5 We are not dentists and we cannot and do not offer any advice on any treatment plans that you may have and we would strongly advise that you seek advice from your own general dental practitioner before purchasing our product.
2.9 Please be aware that EVERY customer has different teeth: some customers clip-ins may be thicker in certain areas due to the position and size of their teeth. Therefore to make their teeth appear straighter extra material will need to be added to these areas.
2.10 We use your natural teeth as the template. The largest tooth in your mouth is used as the guide to make your smile appear straighter (we cannot make your natural teeth any smaller than they are).
2.11 We only go back to your 6’s (the first molars) due to your bite as a lot of customers break the clip ins due to chewing. It’s also a more comfortable fit not being attached to the back teeth. When you have taken your impression if it’s not taken your back teeth or it’s not been pushed up or down enough to get a full impression of the back teeth this will also stop the Clip In’s going to the back teeth. We can’t cover you on your warranty if you want the Clips In’s going right to the back teeth as our lab advise against this. If you have missing teeth at the back we can only add on an extra 1 or 2 teeth maximum. However not every customer would be suitable for extra teeth due to their bite and existing teeth. If you need any advice on this please contact us and we will be happy to discuss with you.
2.12 THE PRODUCT CONTAINS SMALL PARTS and should be kept away from children, used only as instructed, and stored in their correct container (out of the reach of children) when not in use.
3 Our contract with you
3.1 Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
3.2 If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because of unexpected limits on our resources which we could not reasonably foresee, because we have identified an error in the price or description of the product, or because you have not given the information that we require from you.
3.3 We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
3.4 Our website is mainly for the promotion of our products in the UK. We do take orders from and deliver to addresses outside the UK but additional terms apply – please see clause 17.
4 Our products
4.1 We provide clip on veneers only (and an impression kit to make the product specifically for you).
4.2 You should not sleep or smoke whilst wearing the product. Although you can eat soft foods only and drink whilst wearing the products, we strongly recommend that you avoid doing so as this can cause the material to wear and tear at a faster rate. You should specifically avoid hard, sticky or chewy foods such as nuts, boiled sweets, steaks, meat on the bone, French sticks etc. as they can damage the product beyond repair and may invalidate your warranty. For health and safety reasons, you should not wear the product whilst undertaking any form of physical exercise.
4.3 Due to the nature of the product, the products will not be exactly the same to another and some areas of the product will have to be adjusted to be longer or thicker depending on the design and/or require Alterations.
4.4 If you have loose, cracked, broken or weak crowns, veneers or teeth we strongly advise you to consult your general dental practitioner before ordering our product. Unless we have been negligent, we will not be held responsible if our product damages your existing dental work or teeth or if any injury is caused by the product.
4.5 As we are making the product to your specific measurements, it is your responsibility to ensure that you follow strictly the instructions that are sent to you with the impression kit that we provide.
4.6 If you have any unusual or difficult dental needs then these should be specified in advance as we may need more time to create the product and this may incur additional costs.
4.7 Reactions to the product – if you have any allergies or sensitivity to certain materials or chemicals please contact us before you use the impression kit or the product to discuss this further. It is your responsibility to make us aware of this before placing an order. If you experience any adverse side effects from using the impression kit or the clip veneers please stop using the product and contact your dentist.
4.8 Our clip on veneers are made specifically to the impression you create. We can only manufacture the clip on veneer to fit the impression you provide. The digital 3D models are an exact replica of the impression you provide. If the clip on smile fits on the digital 3D model and not in the mouth this is a direct result of an inaccurate impression. In these circumstances a refund will not be issued.
5 Your rights to make changes
If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
6 Our rights to make changes
We may change the product:
(a) To reflect changes in relevant laws and regulatory requirements and;
(b) To implement minor technical adjustments and improvements. These will not affect your use of the product.
7 Providing the products
7.1 We will pay the cost of delivery unless you are ordering from outside of the UK or the products are being delivered outside of the UK, in which case please see clause 17.
7.2 As all of our products are made specifically to your order, we are reliant upon you returning the impression kit to us. Once received, the time needed to make the product will depend on the amount of work required in making the product and the availability of the product. Generally, we will send out the impression kit to you the day following the date of your order, and once you have sent to us the completed impression kit, we aim to post out the product within approximately 20 working days.
7.3 It is your responsibility to follow the instructions carefully when using the impression kit. We will only start to make the products once we have received the impression kit (and payment has been made in full). By agreeing these terms, you understand and agree that the product may need Alterations to ensure that they fit you correctly.
7.8 The product will be your responsibility from the time we deliver the product to the address you gave us.
7.9 You own the product once we have received payment in full.
7.10 We may need certain information from you so that we can supply the products to you, for example, the completed impression kit, information relating to fitting or any alleged defects. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and Clause 10.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it. If you have already completed your first impression kit by following our – How to take an impression video but you have been unable to take your impressions correctly by failing to properly follow the instructions then you can agree to purchase another impression kit (at the same price as the first) or end the contract at that point but you will not receive any refund for the impression kits.
8 Your rights to end the contract
8.1 Your rights when you end the contract will depend on whether there is anything wrong with the product, how we are performing and when you decide to end the contract:
(a) If what you have bought is faulty or mis-described you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back), see Clause 11. Alterations that may be required are not faults.
(b) If you want to end the contract because of something we have done or have told you we are going to do, see Clause 8.2.
(c) If you have just changed your mind about the product, see Clause 8.3. You may be able to get a refund if you are within the cooling-off period for the impression kit, but this may be subject to deductions and you will have to pay the costs of return of any goods. Even if you are within the cooling off period and cancel the contract, you will not be able to obtain a refund once we have started to make the final product. This is because the product is made to your exact specifications and could not be re-sold.
(d) In all other cases (if we are not at fault and there is no right to change your mind), see Clause 8.4.
8.2 If you are ending a contract for a reason set out at (a) to (d) below the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:
(a) We have told you about an upcoming change to the product which you do not agree to.
(b) We have told you about an error in the price or description of the product you have ordered and you do not wish to proceed.
(c) There is a risk that supply of the products may be significantly delayed because of events outside our control.
(d) You have a legal right to end the contract because of something we have done wrong.
8.3 For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms:
8.3.1 You have 14 days from the date of receipt of the impression kit to inform us that you wish to cancel the contract by calling us, emailing us or writing to us Please see Clause 9.1). You must then, within 14 days of your informing us that you wish to end the contract, return the impression kit to us unopened and undamaged and we will then give you a full refund.
8.3.2 Once you have used or opened the impression kit, or we have started making the product, you will no longer have the right to change your mind, even if the cancellation period is still running.
8.4 Even if we are not at fault and you do not have a right to change your mind (see Clause 8.1), you can still end the contract before it is completed but we can deduct from any refund all of the costs that we incur as a result of your ending the contract and in most cases, that cost will amount to 100% of the contract price.
9 How to end the contract with us (including if you have changed your mind)
9.1 To end the contract with us, please let us know by doing one of the following:
(a) Phone or email. Call customer services on 01204 201290 during working hours or email us at [email protected]. Please provide your name, home address, details of the order and, where available, your phone number and email address.
9.2 If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must post them back to My Signature Smile 224-226 St Georges Road,Bolton,BL1 2PH. We would strongly advise that you use Royal Mails tracked delivery service (please see clause 9.7) as we cannot be responsible for any products that lost or damaged in transit. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.
9.3 We will only pay the costs of return:
(a) If the products are faulty or misdescribed.
(b) If you are ending the contract because we have told you of an upcoming change to the product, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
In all other circumstances you must pay the costs of delivery.
9.4 We will refund you the price you paid for the products by the method you used for payment. However, we may make deductions from the price, as described below.
9.5 If you are exercising your right to change your mind:
(a) We may reduce your refund of the price to reflect any reduction in the value of the goods if this has been caused by your handling them in a way which would not be permitted in a shop i.e. if you unwrap or use the impression kit. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
(b) We may deduct from your refund any administration costs that we incur as a result of your breaking the contract.
9.6 We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 14 days from the day on which we receive the impression kit back from you. For information about how to return a product to us, see clause 9.2.
10 Our rights to end the contract
10.1 We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
You do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products.
You do not, within a reasonable time, allow us to deliver the products.
You do not return the impression kit to us within 6 months from the date that we delivered it to you.
10.2 You must compensate us if you break the contract. If we end the contract in the situations set out in Clause 10.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
11 If there is a problem with the product
11.1 How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team on 01204 201290 during working hours, write to us or email us on [email protected]. In the vast majority of cases, “faults” are not faults, but the product simply requires Alteration. In order for us to assess whether a fault exists or whether an Alteration is required, you must provide us with a photograph of the product, fitted in the mouth and a photograph of your natural teeth.
11.2 If you wish to exercise your legal rights to reject products because they are faulty, you must post them back to us. We will pay the reasonable costs of postage (goods must be returned by Royal Mail tracked/ signed for post only ) if we accept that the product is faulty.
12 Price and payment
12.1 The price of the product will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see Clause 12.2 for what happens if we discover an error in the price of the product you order.
12.2 It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
13 Our responsibility for loss or damage suffered by you
13.1 If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
13.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products including the right to receive products which are: as described and match information we provided to you; are of satisfactory quality and fit for their general purpose. It is important that you are aware that our products only have a life expectancy of no more than 2 years, and the life expectancy is very much dependent upon how often you use the product, the care you take of the product generally in regards to the use of the product.
13.3 We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.