Returns & Refunds

Returns & Refunds Policy

At ClearRetain, we stand behind the quality of our products. This policy outlines the terms for returns, refunds, remakes, and warranty coverage.

General Terms

All refund, remake, and warranty requests must be submitted within the applicable warranty period for your product. Please refer to the individual product page for specific warranty timeframes. Any items required for return must be received by ClearRetain within the warranty period.

Refunds are ONLY issued to the original payment method, unless store credit is selected. Store credit does not expire.

ClearRetain reserves the right to determine eligibility for refunds, remakes, and warranty coverage.

Custom Products

Fit Guarantee

Custom products made from impressions or scans obtained through ClearRetain are covered by our fit guarantee. If your retainer does not fit properly due to a manufacturing or impression issue, you may be eligible for a free remake or a refund.

Products made using customer-provided models, impressions, or 3D scans not obtained through ClearRetain are not eligible for the fit guarantee. If a product made from customer-provided materials does not fit, ClearRetain will remake it at no charge; however, customers are responsible for purchasing a new impression kit to begin the process.


Completed Orders with Fit or Quality Issues

Finished custom products with fit or quality issues reported within the warranty period may be eligible for:

  • A free remake, or

  • A refund minus shipping and materials ($20 for a single arch, $25 for a full set), or

  • 100% store credit

Please note that to qualify for a refund, the item must be returned within the applicable return time frame. However, there is no time limit to retake your impressions if needed to ensure proper fit and quality.

Completed Orders Without Issues

Completed orders that fit properly may still qualify for:

  • A refund minus shipping and materials ($20 for a single arch, $25 for a full set), or

  • 100% store credit

The product must be returned to ClearRetain.

Orders in Production

Refund requests submitted while an order is still in production are eligible for:

  • A refund minus shipping and materials ($20 for a single arch, $25 for a full set), or

  • 100% store credit

Standard Orders (Not a “File Your Smile” Reorder)

Within 60 days of purchase (impressions not yet received by ClearRetain):

  • Unused kits: Refund minus $15 for shipping and materials. Kit must be returned.

  • Used kits: Refund minus $20 for shipping and materials. Return not required.

After 60 days and up to one year (impressions not yet submitted):

  • 50% refund to the original payment method, or

  • 100% store credit

  • Not refund or store credit eligible after 1 year of the purchase date

  • If the customer chooses to proceed with their original order after one year and requires a new impression kit, they will be responsible for purchasing a replacement kit.

File Your Smile Reorders

For reorders using File Your Smile, production begins immediately upon order placement. Orders may be canceled for a full refund by calling 801-610-1358 within two hours of placing your order. If your request is submitted outside of business hours, please email info@clearretain.com with your refund request.

If a refund is requested after the 2-hour window but before the finished product ships:

  • Refund minus labor and materials ($15 for a single arch, $20 for a full set), or

  • 100% store credit

New orders requiring kit (Unfulfilled)

Orders requiring an impression kit may be canceled for a full refund if requested before it is shipped. If the kit has already shipped, the applicable return fee will apply.

  • Unused kits: Refund minus $15 for shipping and materials. Kit must be returned.

  • Used kits: Refund minus $20 for shipping and materials. Return not required.

Non-Custom Products

Non-custom products are refundable only under the following conditions (refundable items must be sent back to ClearRetain):

  • Cleaning Minerals: Refundable only if still sealed

  • Whitening Serum: Refundable only if unopened in original plastic packaging with card included

  • Whitening Gel: Non-refundable

  • File Your Smile: Refundable only if the scan has not been completed

  • Extra Putty Purchased: Refundable only if still sealed

  • Any expedited shipping fees selected by the customer: Non-refundable 

Additional Information

Retainer Longevity

Clear retainers, when properly cared for, typically last between six months and two to three years. Retainers may wear more quickly for customers who grind or clench their teeth. In these cases, we recommend our grind guard retainer for improved durability.

Warranty Exclusions

Unusual wear and tear is not covered under warranty. This includes damage caused by pets, loss, or accidental damage.

Contact Us

For questions regarding returns, refunds, cancellations, or warranty coverage, please contact our customer service team at info@clearretain.com or call us at 801-610-1358.