Brighter Image Lab

Refund and Return Policy for Custom Products

At Brighter Image Lab, we appreciate your choice to trust us with the design of your custom veneer products, and we value you as our client. We want you to be happy with your new smile, and we will do everything we can to help you achieve that.

As such, we follow a straightforward, 3-Step Philosophy:

We perform only the work you have retained us to complete.*
Our custom veneer designs are based solely on the smile impressions you provide, not your teeth.**
If something isn’t right, let us have the opportunity to correct it.***

That summarizes the key information you need to know. If these terms seem fair to you, you can expect your experience with us to meet your expectations. Please continue reading for details on the policies that support these guiding principles.

* Retaining us to design your custom contrivance is not like purchasing an off-the-shelf product from a store, or an online retailer like Amazon. As with any company that designs a truly custom product, we can never recoup the work we put into your job, so we do not offer refunds after 14 days or once your impression system is unsealed (whichever comes first). We commit a surprising amount of resources to your case, even before you receive your system. For example, we assign an individual Contact Manager who reviews your case, prepares your order, and works with the design lab teams on your behalf. Your job is also assigned one of the limited spots in our production queue, which prevents us from offering that spot to other potential clients.

** Regarding the fit of your product, please remember that we never design to fit a client’s teeth. We can only design to fit the smile impressions we receive. Ideally, the smile impressions will be a perfect match to your teeth, but that is not always the case. Every custom product we ship fits perfectly to the molds we are given. If that product does not fit your teeth, it is because it was designed to fit an inaccurate impression and not because of any flaw or mistake in our process. Please make sure to follow the impression directions to ensure the most accurate fit for your custom product.

*** We are happy to make adjustments to your existing product, make changes to the design and create a new product, or start over completely with new smile impressions – all at no cost to you! All you need to do is submit a ticket or email [email protected] and we will help you start the “Return for Adjustment” process.

(Please remember that because you are retaining us to design, based on smile impressions that we have not yet seen, we cannot and do not offer any description of the product or service to be provided. There is no recourse for an item that is “not as described”, as there is no conceivable stated description.)