The Lifetime Smile Guarantee generally consists of three main components: (1) the 30-Day Money-Back Promise; (2) aligner touch-ups during treatment; and (3) lifetime touch-ups after treatment.

First, the 30-Day Money-Back Promise provides customers with the right to return their aligners for a full refund within the first 30 days of use. In order to qualify for a full refund, the customer must register their aligners, either in their online account or via the mobile application, and request the refund within 30 days of the date their aligners arrive at their home.

Second, so long as the customer wears the aligners for the prescribed amount of time (22 hours per day for Full Time Aligners, or 10 continuous hours at night for Nighttime Aligners), completes each of their regularly scheduled Smile Check-ins, and is up-to-date with their monthly payments, their prescribing doctor may determine that the customer would benefit from a refinement or mid-course correction (“touch-ups”), if the customer’s teeth are not tracking to the initial treatment plan and will provide such touch-ups at no additional cost to the customer. This typically involves the creation and shipment of additional aligners to help keep the customer on track.

According to communication from SDC UK, the value of a single “touch ups” is limited to £220.

Lastly, after the customer completes the treatment, they can qualify for one additional free touch-up per calendar year so long as they purchase retainers from SmileDirectClub at least every 6 months and continue to wear them as prescribed (24 hours per day for the first 2 weeks and then only at night).

Outside of the 30-Day Money-Back Promise, customers may also be eligible to receive a pro rated refund (based on the percentage of aligners returned unopened and unused or verified as destroyed) so long as they i) registered their aligners at the beginning of treatment, ii) meet all the same criteria for touch-ups described above and iii) are up-to-date with their monthly payments.

Based on recent customer data Tabeo received from SDC UK in early December, only a relatively small subset of UK customers qualify for the Lifetime Smile Guarantee. Please email us (Tabeo) to learn about your current status on complaints@tabeo.co.uk.

SDC UK previously offered the “Club Warranty” which was rebranded to Lifetime Smile Guarantee. The wording of the “Club Warranty” was more ambiguous though and provided SDC UK with more discretion in awarding benefits to customers.

A copy of the relevant page from SDC UK’s website is available here. This is the latest version and been unchanged since August 2022.