Last Updated: September 10, 2025
These Terms and Conditions (“Terms”) govern all purchases made via the StarSmiles website,
application, or by direct invoice. By placing an order or making a payment, you agree to be
bound by these Terms. Please read carefully before proceeding.
1. Eligibility and In-Clinic Assessment
- StarSmiles aligners are a custom-made medical device and can only be prescribed following an in-person consultation and 3D intraoral scan at a StarSmiles location.
- Do not place or pay for an order unless you have attended a StarSmiles scanappointment and received an approved treatment plan.
- All payments must clearly state the patient’s full name as referenced in their patient file. StarSmiles cannot process payments that cannot be attributed to a patient.
2. Order Process & Timelines
- Following your scan, StarSmiles will provide a digital treatment plan within approximately 2–5 business days.
- Production of your custom aligners begins only after you approve the treatment plan and complete payment or set up a payment plan via Klarna.
- Production of aligners typically takes approximately 3 weeks, but this may take longer during periods of high demand, supply chain issues, or other events outside our control.
- StarSmiles will not be liable for any delay that is outside our reasonable control, including but not limited to courier delays, supplier backlogs, or force majeure events.
3. Pricing, Payment & Deposits
- All prices are quoted in GBP (£) and include VAT unless otherwise stated.
- A deposit of £99 is required at the time of scan:
- If your case is rejected by the StarSmiles clinical team, the deposit is refunded in full.
- If you reject the treatment plan within 30 days of your scan, all but £20 (treatment plan fee) is refunded.
- If no response or order is placed within 45 days, the deposit becomes non-refundable.
- Klarna payment plan terms and conditions apply if you choose to pay via Klarna. By selecting Klarna, you agree to Klarna’s own Terms of Service and Privacy Policy.
4. Returns, Cancellations & Refunds
- Custom Product Policy: StarSmiles aligners are a personalized medical device and cannot be returned, cancelled, or refunded once production has begun.
- Refunds are only available in the situations outlined in Section 3.
- If you lose or break an aligner, a replacement fee of £50 per aligner applies, and production time may take up to 2 weeks.
5. Delivery & Collection
- Collection from a StarSmiles clinic is free of charge.
- If you prefer delivery, a £10 shipping fee applies per full aligner box shipped.
- Tracking information will be provided upon dispatch. StarSmiles is not responsible for courier delays once items have been shipped but will assist in resolving shipping issues.
6. Patient Responsibilities
- You must wear aligners as instructed (20–22 hours per day) to achieve expected results.
- You must upload progress photos monthly as requested.
- You must keep your contact information up to date to ensure we can notify you about your treatment or shipments.
7. Force Majeure
StarSmiles Aligners Ltd shall not be held liable or responsible for any failure or delay in performance caused by circumstances beyond its reasonable control, including but not limited to strikes, labour disputes, acts of God, pandemics, natural disasters, fire, flood, war, terrorism, supply chain interruptions, power failures, internet outages, or governmental actions. In such cases, StarSmiles will make reasonable efforts to fulfil its obligations as soon as practicable.
8. Liability
- StarSmiles will not be liable for any delay, missed appointment, or extended treatment time resulting from failure to wear aligners as instructed, failure to attend appointments, or delays caused by you.
- To the maximum extent permitted by law, StarSmiles’ liability for any claim relating to your treatment shall be limited to the total amount you paid for the aligners.
9. Privacy & Data
Your personal data is processed in accordance with our Privacy Policy. By placing an order, you consent to our processing of your data for the purpose of fulfilling your treatment.
10. Company Details
StarSmiles Aligners Ltd
60A Station Road, North Harrow, HA2 7SJ
Company Number: 14486670
Email: simran@starsmiles.co.uk
