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.

1. Custom vs. Standard Products

Custom products — such as clear aligners, retainers, 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. Refund Eligibility

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 or scan already provided, as well as a $100 change of mind fee fees (to cover fees that Jawology is charged upon processing of payment - as we are not refunded these fees upon refunding your payment).

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 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. 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).

Impression Kits and Scans:

Impression kits and scans are non-refundable once shipped or used. However, if you choose to proceed with treatment, the full cost of your kit will be credited toward your total treatment fee.

3. 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.

4. 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.

For change-of-mind or unused kit returns, the customer is responsible for return shipping.

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

5. Lost or Damaged Aligners

If your aligners are lost, damaged, or discarded prematurely, replacement trays can be arranged at an additional cost.

Fees depend on how many aligners need to be remade and will be confirmed by our team before production begins.

6. 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.

7. Processing Times

Once your return or refund has been approved, it will be processed within 7 business days to your original payment method.

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

8. 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.

9. How to Request a Return or Refund

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