At Brighter Image Lab, we appreciate the fact that you have chosen us to design your custom dental products and value you as our client. We just want you to be happy with your new smile, and we'll do what we can to ensure that's exactly what happens.
As such, we follow a very simple, 3-step philosophy:
We only do the work that you have retained us to do.*
We can only design to fit the impressions you provide us.**
If it’s not right, let us fix it.***
That sums up most of what you need to know. As long as this seems fair to you, then you should find you experience with us to meet your satisfaction. Keep reading for details on the policies that stem from these philosophies.
*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 in to your job, so we do not offer refunds. 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 and lab teams on your behalf. You 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 impressions we receive. Ideally, the 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.
***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 impressions - all at no cost to you! All you need to do is submit a ticket or email firstname.lastname@example.org and we will help you start the “Return for Adjustment” process.
(Please remember that because you are retaining us to design, based on 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.)