Refund & Returns Policy
Lucent Clear Aligners
At Lucent Clear Aligners, we are committed to providing high-quality dental products and services to our customers. If you are not fully satisfied with your purchase, certain items may be eligible for return under the conditions outlined below. Please review our refund and returns policy carefully.
Returns Eligibility
Clear Aligners
You have 15 calendar days from the date of signing the Contract of Sale to notify us if you decide not to proceed with the treatment. If you inform us within this period, you will not be charged for the treatment.
Please note that missed appointment charges may still apply as outlined below.
Our clear aligners are custom-made medical devices specifically manufactured for each individual patient. Once your order has been placed and production has started, the aligners are non-refundable, including payments made through financing options. We strongly recommend carefully considering your decision before scheduling your appointment.
If you believe that any aligner you receive is faulty or defective, you must notify us within 5 days of receiving the product.
If you miss a scheduled appointment, a £79 fee per appointment may apply.
Teeth Whitening & Retainers
Our dental services, including professional teeth whitening and retainers, are non-refundable once your initial Lucent Clear Aligners dentist appointment has been booked and confirmed.
We encourage all patients to review their decision carefully before booking an appointment.
If you believe a retainer is faulty, you must notify us within 5 days of receiving the product so that we can assess the issue.
Daily Care Products
For daily care products, customers may request a return or exchange within 30 days of receiving the product, provided that the item is unopened, unused, and still sealed in its original packaging.
Return Options (Daily Care Products Only)
When returning eligible products, you may choose one of the following options:
Store Credit
You may receive store credit for the returned item(s), which can be used for future purchases on the Lucent Clear Aligners website.
Product Exchange
You may exchange the returned item(s) for a different product of equal or lesser value. Our customer support team will assist you with the exchange process.
Refund
You may request a refund to the original payment method used during purchase. All refunds are subject to inspection and approval to confirm that the returned items meet our return eligibility requirements.
Return Process
To initiate a return, please follow these steps:
- Contact our customer support team within 30 days of receiving your unopened and sealed purchase. Please include your order details and the reason for the return.
- Our support team will guide you through the return process and provide a Return Authorization, if applicable.
- Securely package the item(s) in their original packaging or appropriate protective packaging to prevent damage during transit. Please include any accessories, manuals, or promotional items originally included.
- Clearly label the package with the Return Authorization number provided by our support team.
- Ship the item(s) back using a reliable shipping service with tracking.
Return shipping costs are the responsibility of the customer unless the return is due to a defective or incorrect item sent by us.
Please note that Lucent Clear Aligners is not responsible for items lost during return transit, and refunds cannot be issued for items that are not received.
Return Inspection & Approval
Once we receive your returned item(s), our team will inspect them to verify that they meet our return eligibility requirements. This process may take up to 10 business days.
If the item is approved, we will proceed with your selected return option (store credit, exchange, or refund).
If the return does not meet the eligibility requirements, our team will contact you to discuss the situation and provide further assistance.
Contact Us
If you have any questions or require assistance with a return, please contact our customer support team. We are always happy to help and ensure you have a positive experience with Lucent Clear Aligners.
Note: This refund and returns policy applies only to products and services provided by Lucent Clear Aligners. For any third-party products or services purchased through our website, please refer to the respective provider’s return policy.
Complaints Policy
Complaints are taken very seriously in this Practice, and we try to ensure that all patients are pleased with our service. We would never be complacent in thinking that problems and misunderstandings would never occur. They can happen, but please be assured every effort will be made to resolve things as a matter of urgency.
A code of practice for handling complaints is detailed below, and we hope you will find it acceptable.
Our aim is to react to complaints in the same way that we would want our own complaint handled.
We hope to learn from every case and to respond to patients’ concerns in a caring and sensitive way. The person responsible for dealing with any complaint is Roxy Khodakivska.
When a patient complains on the telephone or at the reception desk, we will listen, and the member of staff present will note brief details of the complaint and pass them to the manager.
All complaints will be acknowledged in writing or via Telephone call within 2 working days if possible. You will be invited to attend an informal meeting to discuss the matter.
Following the meeting, or in the event of you not wishing to meet, we will seek to investigate the complaint and respond in writing within 15 working days.
Proper and comprehensive records are kept of any complaint received. Please note, as a practice, we adhere to a “Duty of Candour” that dictates we will always be open and honest.
Alternatively, you can contact :
Please state: ‘For the attention of the complaints team’ in the subject line.
If your complaint concerns private treatment, you may wish to contact The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, CR9 2ER
Tel: 08456 120 540 or visit www.dentalcomplaints.org.uk
Patients who remain unhappy after local resolution is complete may request a review of their complaint by the Ombudsman (The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP, Telephone 0345 015 4033
Financial Ombudsman – https://www.financial-ombudsman.org.uk/
Call the helpline on 0800 023 4567
If you are dissatisfied with our response and your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the FinancialOmbudsman Service, free of charge, but you must do so within six months of the date of the final response or 8 week holding letter. Further information and contact details can be found on www.financial-ombudsman.org.uk.
You can also contact the Care Quality Commission (CQC) – 03000616161
www.cqc.org.uk