Refund policy

Effective: 1st Jan, 2026

At Jawology, we want every patient to feel confident and supported throughout their smile journey.

Because many of our products are custom-made medical devices, certain items cannot be returned once production has started.

This policy explains when refunds and returns apply, how to request one, and what to expect. It also sets out all fees that apply to our products and services. This policy forms part of our Terms of Service.

1. Custom vs. Standard Products

Custom products, such as clear aligners, retainers, night guards and refinement aligners, are manufactured specifically for your teeth and therefore cannot be returned or refunded once fabrication has begun, except in cases where they are found to be defective or clinically unsuitable.

Standard products, including impression kits, whitening kits, and other oral care items, may be returned if they are unused, unopened, and in their original packaging.

2. Clear Aligner Treatment Refunds

All refunds are subject to review and approval by Jawology.

• Before Dentist Review: If you cancel before your case has been reviewed by a dentist, you’ll receive a full refund, excluding the cost of any impression kit already provided, as well as a $100 change of mind fee (to cover fees that Jawology is charged upon processing of payment - as we are not refunded these fees upon refunding your payment). In-clinic 3D scan fees are paid directly to the clinic and are not refunded by Jawology.
• After Dentist Review but Before Fabrication: Once your case has been reviewed by a dentist, a $250 assessment fee will be retained to cover the cost of the professional review, as well as the cost of any impression kit provided. A $100 change of mind fee also applies (to cover fees that Jawology is charged upon processing of payment - as we are not refunded these fees upon refunding your payment).
• After Fabrication Begins: Because your aligners are custom-made, refunds are not available once manufacturing has started.
• Clinically Unsuitable Cases: If your dentist determines that clear aligner treatment is not appropriate, a refund will be issued minus the $250 assessment fee. No change of mind fee applies.
• Impression Kits: Impression kits are non-refundable once opened or used. An unused, unopened impression kit can be returned for a refund, minus a $15 return fee to cover the prepaid return label. If you choose to proceed with treatment, the full cost of your kit will be credited toward your total treatment fee.

3. Retainers

• At-home impression kit orders: If you cancel before your retainers are manufactured and return the impression kit unused, you’ll receive a full refund. If the kit has already been opened, a $79 kit fee will be retained.
• In-clinic 3D scan orders: If you cancel before your retainers are manufactured, you’ll receive a full refund. Where we have received your scan, we’ll send you a copy.
• Once manufactured: Because retainers are custom-made, refunds are not available once they have been made, except where the product is faulty (see section 7).

4. Night Guards

• Case not approved: Every night guard order is reviewed by an AHPRA-registered dentist. If they decide a night guard isn’t suitable for you, we’ll explain why and refund your order in full, minus a $45 assessment fee.
• Remake warranty: If your night guard breaks from normal use within 6 months of receiving it, we’ll make you a new one free of charge.
• Not covered by the warranty: Normal wear over time, loss, damage from heat (such as hot water, a hot car or a dishwasher), or damage from pets or chewing.
• Outside the warranty: Replacement night guards are 30% off.

5. Refinements

Each clear aligner treatment includes one free refinement set (if clinically required). If a new scan or impression is needed for refinements, this cost is paid by the customer.

If a second refinement stage is required, the following charges apply based on the number of trays needed and whether treatment is single arch or dual arch:

Dual arch:

• 5–10 steps: $295 AUD
• 11–16 steps: $395 AUD
• 17–22 steps: $495 AUD

Single arch:

• 5–10 steps: $245 AUD
• 11–16 steps: $345 AUD
• 17–22 steps: $445 AUD

Your case manager will confirm the number of steps needed and the applicable fee before your refinement aligners are made.

6. Lost or Damaged Aligners

If an aligner breaks from normal use (such as putting it in, taking it out or wearing it), send us a photo and we’ll replace it free of charge.

If an aligner is lost, or broken through misuse, replacements are $60 per aligner, including shipping. We’ll confirm the total with you before anything is made.

7. Faulty or Defective Items

If a product is defective or does not fit as intended, Jawology will replace or refund it at no cost once evidence has been provided.

You may be asked to submit photos, videos, or professional notes to assist in the assessment.

If the issue is caused by patient misuse, non-compliance, or wear patterns outside normal use, replacement costs will apply.

8. DentalMonitoring & ScanBox

If you receive a DentalMonitoring ScanBox, it is yours to keep and should not be reused by other patients.

If lost or damaged, a $100 replacement fee applies if you wish to continue remote monitoring.

9. Return Shipping Costs

Jawology covers the cost of return shipping in the following cases:

• When an item is defective, faulty, or incorrect.
• When Jawology requests the product to be returned for inspection.

Impression kits are returned using the prepaid return label provided. For change-of-mind returns of an unused kit, a $15 return fee is deducted from your refund to cover this label.

For other change-of-mind returns, the customer is responsible for return shipping.

All returns must be sent using a trackable postal method to ensure safe delivery.

10. Processing Times

Once your return or refund has been approved, it is usually processed within 2–3 business days, and within a maximum of 7 business days, to your original payment method.

If your purchase was made through a third-party payment provider such as AfterPay or Humm, their individual processing timelines will apply.

11. Your Consumer Rights

This policy operates in line with Australian Consumer Law (ACL).

You are entitled to a repair, replacement, or refund if a product is faulty or does not meet its intended purpose.

Nothing in this policy excludes or limits those rights.

12. How to Request a Return or Refund

1. Email help@jawology.com with your full name, order number, and reason for your request.
2. Our team will confirm eligibility and provide the appropriate return address.
3. Package your item securely and return it using a trackable shipping method.
4. Once received and inspected, your refund or replacement will be processed promptly.

13. Our Promise

We’re committed to transparency and fairness at every stage of your treatment.

If you ever have questions about your order or eligibility for a refund, our team is always happy to help.

Email: help@jawology.com

Phone: +61 411 099 493

Address: Level 1, 241 Adelaide St, Suite #1400, Brisbane, QLD 4000