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Go-Ortho UK Refund Policy

Effective Date: January 1, 2025

At Go-Ortho, we are committed to providing our customers with high-quality dental products. This policy outlines the procedures for returns, refunds, cancellations, and exchanges to ensure a clear and fair process for all our customers.

1. Returns

We accept returns for items that are faulty, damaged, or sent in error. To be eligible for a return, please adhere to the following conditions:

  • Notification Period: You must inform us of any issues with your order within 14 days of received.
  • Condition of Item: The item must be unused, in the same condition that you received it, and in its original packaging.
  • Proof of Purchase: A receipt or proof of purchase is required1 to complete your return

How to Initiate a Return:

  1. Contact2 Us: To start a return, please email our customer service team at info@go-orthouk.com with your order number and a description of the issue. For faulty or damaged items, please include photographic evidence.
  2. Return Authorization: Our team will review your request and, if approved, provide you with a Return Authorization Number (RAN)3 and instructions on how4 to send your item back to us.
  3. Shipping: You will be responsible for the shipping costs for returning your item. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.5

2. Refunds

Once we receive and inspect your returned item, we will notify you via email of the approval or rejection of your refund.

  • Approved Refunds: 6If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10-15 business days.
  • Partial Refunds: In certain situations, only partial refunds may be granted (e.g., items not in their original condition,7 damaged for reasons not due to our error).

Late or Missing Refunds:

If you haven’t received your refund within the specified timeframe, please follow these steps:

  1. Check your bank account again.
  2. Contact your credit card company,8 as it may take some time before your refund is officially posted.
  3. Contact your bank to check for any processing delays.
  4. If you have completed all of these steps and still have not received your refund, please contact us at info@go-orthouk.com.

3. Cancellations

  • Custom-Made Products (e.g., Retainers, Aligners): Once an order for a custom-made product has been placed, you have a 24-hour "cooling-off" period to cancel or amend your order. After this period, the order will be in production, and we will be unable to offer a cancellation or refund.
  • Off-the-Shelf Products: For non-custom products, you may cancel your order at any time before it has been dispatched.

To request a cancellation, please email us at info@go-orthouk.com with your order number.

4. Exchanges

We only replace items if they are defective, damaged, or sent in error. If you need to exchange an item for the same product,9 please follow these steps:

  1. Contact Us: Email us at info@go-orthouk.com with your order number and details of the issue.
  2. Return the Item: Send your item to: Go-Ortho, 1 King William St, London EC4N 7AR, United Kingdom.
  3. Dispatch of New Item: Once we have received and inspected the returned item, we will dispatch the replacement product. The time it may take for your exchanged product to reach you may vary depending on your location.

5. Faulty or Damaged Goods

  • Within 30 Days: If a product is found to be faulty or develops a manufacturing defect within 30 days of receipt, we will offer a free remake or a full refund. We will require photographic evidence of the fault and may ask you to return the product for further investigation.
  • After 30 Days: Issues that arise after 30 days will be considered a result of patient care and will not be eligible for a free remake or refund.

6. Shipping

  • Return Address: To return your product, please mail it to: Go-Ortho, 1 King William St, London EC4N 7AR, United Kingdom.
  • Shipping Costs: You will be responsible for paying for your own shipping costs when returning an item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Contact Us

For any questions or concerns regarding our refund policy, please do not hesitate to contact us at info@go-orthouk.com.