Refund policy

At MouthArc, we want you to feel confident when choosing our custom-fit dental products. Every custom product we create—including our Snap-On Veneers (Single and Dual Arch), Night Guards, and Retainers is manufactured specifically for you based on the impressions and information you provide. For this reason, returns, cancellations, and refunds are subject to the conditions set forth in this Returns & Refund Policy (this “Policy”).

Please review this Policy carefully before placing your order. By purchasing from MouthArc, you acknowledge that you have read, understood, and agree to the terms outlined in this Policy. This Policy is incorporated into, and forms part of, our Terms of Service. A written copy of this Policy is available upon request by contacting us at team@moutharc.com.

IMPORTANT FINAL SALE NOTICE FOR CUSTOM PRODUCTS: Because Snap-On Veneers (Single and Dual Arch), Night Guards, and Retainers are custom-made specifically for each individual customer and cannot be resold for hygiene and safety reasons, all sales of custom products are FINAL once the product has entered production. Custom products are not eligible for return, exchange, or refund except as expressly provided in this Policy.

Order Cancellations

Because MouthArc's custom products are manufactured specifically for each customer, orders may be cancelled only before the order has entered the customization or production process.

Once an order has entered production, it cannot be cancelled, changed, or refunded, because the product is being made specifically for you and cannot be resold. MouthArc's records are determinative, and MouthArc determines in its reasonable discretion, when an order has entered the customization or production process. Custom orders may enter production shortly after purchase, and we therefore encourage you to contact us immediately at team@moutharc.com or +1 346 523 8100 if you wish to cancel.

Orders cancelled before entering production will receive a full refund of the purchase price to the original payment method, less any non-refundable payment processing or transaction fees. If your order has already been manufactured or shipped, it will be subject to the return and refund terms outlined in this Policy.

MouthArc is under no obligation to accept any cancellation request, except as expressly stated in this Policy or as required by applicable law. Nothing in this section limits any cancellation or refund rights you may have under applicable law in connection with shipping delays, as described in the "Shipping Delays" section below.

Impression Kits

For hygiene and safety reasons, impression kits that have been opened or used cannot be returned or refunded under any circumstances.

If your impression kit is unused and unopened and you decide not to proceed, you may request a return at your own expense. The kit must be returned in its original condition and packaging, and must be received and inspected by MouthArc before any refund can be approved. The following amounts will be deducted from any approved impression kit refund: original shipping and handling fees; return shipping costs (where prepaid by MouthArc); and non-refundable payment processing and transaction fees.

If you submit your impressions and proceed with the customization process, but later decide not to continue, all customization and impression-related fees are non-refundable, as these costs are incurred by MouthArc on your behalf once processing begins.

Snap-On Veneers (Single and Dual Arch)

Our Snap-On Veneers are custom-made based on the impressions and dental information you provide. Because each set of veneers is created specifically for the individual customer and cannot be resold, Snap-On Veneers are FINAL SALE and cannot be returned, exchanged, or refunded once they have entered production.

If your veneers arrive and do not fit as expected, you must contact our support team at team@moutharc.com within seven (7) days of delivery. You must provide, upon our request, clear photographs, videos, your order details, and any other information we reasonably require to assess the issue. Requests submitted after the 7-day window, or without the requested supporting materials, may be declined.

If, after review, MouthArc confirms that the fit issue was caused by a manufacturing defect or an error on our part, MouthArc will provide one (1) replacement set at no additional cost. A maximum of one replacement is provided per order. The replacement will be manufactured using the impressions and information already on file. Additional fees will apply if new impressions or updated dental information are required due to changes that occurred after the original impressions were submitted.

MouthArc is not responsible, and no replacement or refund will be provided, for fit issues resulting from:

For hygiene and safety reasons, veneers that have been worn cannot be returned or refunded under any circumstances.

Night Guards

MouthArc Night Guards are custom-made based on the impressions and dental information provided by the customer. Due to their personalized nature and hygiene considerations, custom Night Guards are FINAL SALE and are not eligible for return, exchange, or refund once they have entered production.

If your Night Guard does not fit properly upon arrival, you must contact us at team@moutharc.com within seven (7) days of delivery. Our team may request photographs, videos, or additional information to evaluate the fit, and you must provide such materials for your request to be considered.

If, after review, MouthArc confirms that the issue was caused by a manufacturing defect or an error during production, MouthArc will provide one (1) replacement at no additional cost. A maximum of one replacement is provided per order.

MouthArc cannot guarantee, and does not warrant, a proper fit if your teeth have shifted after your impressions were taken. Fit changes caused by dental treatment, tooth movement, or failure to maintain your previous dental alignment are not covered, and a new product—including new impressions—will be available only at an additional cost.

Night Guards that have been used are not eligible for return or refund under any circumstances due to hygiene considerations.

Retainers

MouthArc Retainers are custom-made using the impressions and dental information provided by the customer. Because retainers are personalized products that cannot be resold, all retainer sales are FINAL once the product has entered production.

If your retainer does not fit as expected when you receive it, you must contact us at team@moutharc.com within seven (7) days of delivery so our team can review the issue. You must provide, upon request, photographs, videos, and order details supporting your request.

If, after review, MouthArc confirms that the fit problem was caused by a manufacturing error, MouthArc will provide one (1) replacement at no additional cost. A maximum of one replacement is provided per order.

MouthArc is not responsible for fit issues resulting from teeth shifting after impressions were taken. This may occur if you have not consistently worn your previous retainers or have experienced changes in your dental alignment. If your teeth have moved after your impressions were submitted, a new set of impressions will be required, and additional charges will apply.

We recommend continuing to wear your existing retainer as instructed while waiting for your new MouthArc Retainers. This can help minimize unwanted tooth movement and improve the likelihood of a proper fit.

Used retainers cannot be returned or refunded under any circumstances due to hygiene reasons.

Product Defects and Damaged Items

If your MouthArc product arrives damaged, or you believe it has a manufacturing defect, you must contact our customer support team at team@moutharc.com within seven (7) days of delivery. Your request must include your order number and clear photographs or videos showing the issue. Requests submitted after the 7-day window, or without adequate supporting evidence, may be declined.

Our team will review your request and determine whether the product qualifies for a replacement. If MouthArc confirms that the issue is a manufacturing defect or damage that occurred prior to delivery, MouthArc will provide a replacement at no additional cost.

Damage resulting from misuse, accidents, drops, improper cleaning or storage, exposure to heat, excessive force, alteration, or failure to follow the product care instructions does not qualify for a free replacement or refund.

Non-Custom Products (Teeth Whitening Kit, Water Flosser, Cleaning Tablets, Lip Balm)

MouthArc offers certain non-custom oral care products, including our Teeth Whitening Kit, Water Flosser, Cleaning Tablets, and Lip Balm. Unopened and unused non-custom products in their original, sealed packaging may be eligible for return within seven (7) days of delivery, subject to prior approval by MouthArc.

To request a return, contact team@moutharc.com with your order number before shipping any item back. Returns sent without prior approval will be refused and will not be refunded. The product must be returned in its original condition and packaging and will be inspected upon receipt; items that fail inspection will not be refunded and may be returned to you at your expense or disposed of, at MouthArc's option. Return shipping costs are the customer's responsibility. MouthArc reserves the right to apply a restocking fee of up to fifteen percent (15%) of the purchase price on approved non-custom returns, which will be disclosed at the time your return is approved.

If you receive an item that is damaged, defective, or different from what you ordered, you must notify MouthArc at team@moutharc.com within seven (7) days of delivery, and provide your order number together with clear photographs or videos of the item and its packaging as received. Upon verification of the issue by MouthArc, MouthArc will, at its sole option and discretion, either (a) provide a replacement of the affected item, or (b) issue a refund for the affected item to the original payment method. The choice of remedy rests exclusively with MouthArc, and replacement will be the standard remedy where the item remains available. Where MouthArc confirms the item was damaged, defective, or incorrect upon delivery, MouthArc will cover the cost of return shipping (where a return is required) and no restocking fee will apply. MouthArc may require the affected item to be returned before any replacement or refund is issued, and claims submitted after the 7-day window, without adequate supporting evidence, or for damage caused after delivery, may be declined.

For hygiene and safety reasons, non-custom oral care products that have been opened, unsealed, or used are not eligible for return or refund, except where MouthArc confirms the product was defective as delivered.

Shipping Delays

Custom products are manufactured to order, and orders will typically ship within six (6) to twelve (12) weeks from MouthArc's receipt of your properly completed order. All shipping and production timeframes stated in this Policy, on the Site, or otherwise communicated to you are good-faith estimates only and are not guaranteed delivery dates. A "properly completed order" means that: (a) full payment has been received and cleared; (b) your physical impressions or dental scans have been received by MouthArc and approved as usable for manufacturing; and (c) all information reasonably required by MouthArc to manufacture your product has been provided. The estimated timeframe does not begin until all of the foregoing have occurred. Delays in submitting impressions, or the need to retake or resubmit impressions, will extend the timeframe accordingly, and MouthArc is not responsible for delays attributable to the customer.

Non-custom products (such as our Teeth Whitening Kit, Water Flosser, Cleaning Tablets, and Lip Balm) will typically ship within two (2) to four (4) weeks of order confirmation, unless otherwise stated at the time of purchase.

If we are unable to ship your order within the applicable estimated timeframe, we will notify you of the delay, provide a revised shipping date where known, and offer you the choice to consent to the delay or to cancel the unshipped portion of your order and receive a prompt refund. Refunds for cancelled unshipped merchandise will be issued to your original payment method within seven (7) business days, in accordance with applicable federal law. Where permitted by law, your consent to a delay may be inferred from your non-response to a delay notice. MouthArc is not liable for delays caused by shipping carriers, customs, weather, strikes, or other events beyond our reasonable control once your order has been handed to the carrier, and estimated delivery dates provided by carriers are not guaranteed by MouthArc.

Return Abuse and Fraud Prevention

MouthArc reserves the right to refuse, limit, or decline any return, replacement, or refund request where we reasonably suspect fraud, abuse of this Policy, excessive or repetitive return activity, the return of items that do not match the original order, or any attempt to manipulate this Policy or our support processes. MouthArc may require proof of purchase, order verification, photographs, videos, or government-issued identification before approving any request, and may decline requests where such verification is not provided.

Chargebacks

If you have a concern about a charge, an order, or a refund, you agree to contact MouthArc at team@moutharc.com or +1 346 523 8100 and allow us a reasonable opportunity to resolve the issue before initiating a chargeback or payment dispute with your bank or card issuer. Initiating a chargeback on a properly delivered final-sale custom product, or on an order handled in accordance with this Policy, constitutes a violation of this Policy. MouthArc reserves the right to dispute any such chargeback, to provide this Policy and your order records as evidence, to recover amounts owed, and to suspend or refuse future orders from customers who initiate improper chargebacks.

Refund Processing

Once a return or refund request has been approved by MouthArc and, where applicable, the returned item has been received and passed inspection, refunds will generally be processed within ten to twelve (10–12) business days, and in any event within the timeframe required by applicable law. Approved refunds will be issued to the original payment method used to place the order. Refunds are not issued as cash or store credit unless MouthArc elects otherwise in a particular case.

Depending on the circumstances of the return, the following charges will be deducted from your refund:

Please note that processing times may vary depending on your payment provider or financial institution, and MouthArc is not responsible for delays caused by your bank or card issuer.

MouthArc is not responsible for items that are lost or damaged while being returned to us. You bear the risk of loss for all return shipments until they are received by MouthArc. We require the use of a trackable shipping service, and we recommend keeping proof of shipment until your return has been processed. Returns that are lost in transit and cannot be verified as delivered to MouthArc will not be refunded.

Important Note About Custom Products

Because Snap-On Veneers, Night Guards, and Retainers are custom-made specifically for each customer, we strongly encourage you to review your order details carefully and follow all impression instructions before submitting your order. Providing accurate impressions and complete, current dental information is essential for creating a properly fitting product, and is your responsibility.

MouthArc reserves the right to evaluate each cancellation, return, replacement, or refund request individually, in its sole discretion, and to determine eligibility based on the circumstances of the order and the terms of this Policy. MouthArc’s determinations under this Policy are final, subject to your rights under applicable law.

Your Legal Rights

This Policy is a statement of MouthArc’s voluntary return and refund practices and does not constitute a written warranty. MouthArc products are provided subject to the disclaimers and limitations set forth in our Terms of Service. Nothing in this Policy limits, excludes, or modifies any right or remedy you may have under applicable federal or state law that cannot be limited, excluded, or modified by agreement. Some states do not allow certain limitations or exclusions, so some of the limitations in this Policy may not apply to you; in such states, MouthArc’s obligations are limited to the greatest extent permitted by applicable law. You may have other rights which vary from state to state.

Need Help?

If you have questions about an order, cancellation, return, replacement, or refund, our customer support team is here to help. Please include your order number in all communications so we can assist you as quickly as possible.

Email: team@moutharc.com

Phone: +1 346 523 8100

Mail: MouthArc, 422 South Broadway, Hicksville NY 11801

A written copy of this Returns & Refund Policy is available upon request.