1. Estimated amount and administration approval
Before confirmation, the system displays an estimated refund amount. It is calculated from the amount actually paid after allocating discounts and promo codes, together with the order stage and services or products already performed. The displayed amount is an estimate; the final refund becomes effective only after Retainly administration reviews and approves it. Cumulative refunds cannot exceed the amount actually paid.
2. New subscription or renewal cancellation
The refund calculation is based on each shipment’s status when the cancellation request is submitted. Shipments begin as Scheduled. The first shipment moves to Processing after the digital scan is completed or when a previously completed digital scan is reused. Later shipments move to Processing before their dates according to the preparation period configured by Retainly.
- Before the clinic visit: if attendance has not been recorded and the examination or digital scan has not been used, the value of Scheduled shipments is eligible without a service-fee deduction.
- After the examination or digital scan is used: the examination and digital-scan fee in effect when the request is submitted is deducted first.
- Shipment value: the subscription amount actually paid after discounts, less the examination and digital-scan fee when applicable, is divided by the total number of subscription shipments.
- Estimated refund: the calculated value per shipment multiplied by the number of shipments still marked Scheduled when the request is submitted.
- Processing shipment: it is excluded from the refund, is not cancelled after approval, and continues through preparation and shipping.
- Shipped shipment: it is excluded from the refund and remains unchanged.
3. Whitening trays
This calculation applies whether whitening trays are purchased from the store or added to a new subscription or renewal:
- Before the clinic visit: the amount actually paid for the whitening trays is fully refundable.
- After examination or digital scanning, before Processing: the examination and digital-scan fee is deducted.
- After Processing and before shipment: the examination and digital-scan fee and the configured whitening-tray manufacturing fee in effect when the request is submitted are deducted.
- After shipment: whitening trays are not refundable. The customer may still use Report an issue for a defect or non-conformity.
No return-shipping fee applies to whitening trays because they are not returned through the return workflow.
4. Ordinary product returns
The customer selects the product and quantity to return. The amount is calculated from the amount actually paid for that product after its allocated share of discounts or promo codes, taking into account any prior refund for the same product or quantity.
A shipped ordinary product may be returned within the period configured in Retainly settings, starting from its recorded shipping date. The period applies to store products and ordinary products added to a new subscription or renewal. It does not apply to the subscription portion itself or to whitening trays, which have a separate policy. The active period and deadline appear on the return-request page.
After the commercial return period ends, Report an issue remains available for defective, damaged, or non-conforming products, without limiting mandatory consumer rights.
5. Defective or non-conforming products
A commercial return is different from Report an issue. For a defect, damage, missing item, non-conformity, or fit issue involving a retainer or whitening tray, the customer should submit an issue report. Retainly may request photographs or a clinic examination, and the resolution may include replacement, remanufacture, a new scan, or a refund following review.
6. Processing the refund
After administration approval, the refund is sent to the original payment method where available. The payment provider and bank determine when the amount appears. Retainly keeps a record of the calculation, approved amount, and the reason for any administrative adjustment. This policy applies without limiting any mandatory customer rights under applicable law.