Terms and Conditions

Welcome to Retainers At Home. By accessing this website, placing an order, or purchasing any product from us, you agree to be bound by the following Terms & Conditions. Please read them carefully before using our services.

If you do not agree with these terms, you must not use this website or purchase our products.

1. Website Use

The use of this website is subject to the following terms:

• The content of this website is provided for general information only and is subject to change without notice.
• We make no warranties or guarantees regarding the accuracy, completeness, performance, or suitability of the information and materials on this website.
• Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable.
• This website contains material owned by or licensed to Retainers At Home, including but not limited to design, layout, appearance, text, and graphics. Reproduction is prohibited without prior written consent.
• Unauthorised use of this website may give rise to a claim for damages and/or constitute a criminal offence.

2. Eligibility and Age Requirements

Retainers At Home products and services are available only where both the purchaser and the person for whom the product is being made (the “patient”) are aged 18 or over.

By placing an order, including for Essix retainers (upper, lower, or upper & lower sets), you confirm that:

• You are at least 18 years old
• The patient who will wear or use the product is at least 18 years old
• You are either the patient, or you have the patient's permission to place this order and to provide their personal information, dental impressions and digital scans
• All information you supply during ordering is complete and accurate, including the patient's name and relevant dental history
• The product is being purchased for the patient identified in the order and will not be used by anyone else
• You understand that our products are custom-made dental devices
• You accept responsibility for ensuring the product is suitable for the patient's dental circumstances, and will consult a qualified dental professional before use if required

We do not provide products or services for anyone under 18, including where the order is placed by a parent, guardian or another adult on their behalf. This is because teeth and jaws are still developing before adulthood, and retention in a growing patient needs in-person supervision by a dental professional that we cannot provide remotely.

If we find out before production begins that the patient is under 18, or that inaccurate eligibility information was given, we will cancel the order and refund you in full, less the cost of any impression kit already dispatched to you.

If production has already begun when we find out, we will not supply the product. We will refund the amount you paid, less the cost of the work already carried out and any impression kit already dispatched. We will tell you in writing how that figure was reached.

Nothing in this section excludes or restricts any right you have under applicable consumer law.

3. Medical & Usage Disclaimer

Our products are designed to assist with orthodontic retention only and are not a substitute for professional dental care.

You agree that you will not use our products if you:

• Have loose, decayed, or damaged teeth
• Have crowns, bridgework, implants, fixed orthodontic appliances, or retainers
• Suffer from gum disease or other untreated oral health conditions

If you experience discomfort, pain, or issues when using our products, you must stop using them immediately and consult a dental professional.

4. Dental Impressions

By ordering from Retainers At Home, you acknowledge and agree that:

• You are responsible for taking your own dental impressions
• You must remove any dentures before taking impressions
• You must submit clear photos of your impressions and receive our approval before posting them to us. Failure to do so is a violation of these terms and conditions
• If your impressions are found unsuitable, you will need to purchase additional impression putty or a replacement kit to try again
• Where you submitted impression photos and received our approval, you may request one free replacement kit if a further impression is required. Free replacement kits are provided on request in these circumstances only, and are not issued automatically
• Failure to follow our impression and approval process may affect eligibility for remakes, refunds, or guarantees.

5. Customer-Supplied Scans, Moulds and Casts

Where you supply a digital dental scan, physical mould or cast, we will manufacture the retainer to the tooth position recorded by that scan, mould or cast.

By submitting these records, you confirm that:

• They are records of the patient named in the order
• They accurately represent the patient's current tooth position
• The patient has not had dental treatment, or experienced any tooth movement you are aware of, since the records were taken
• The patient's existing retainer still fits correctly, or you have told us before production begins that it does not
• You are entitled to provide these records to us and to have us use them to manufacture the product

Teeth move after a scan, mould or cast is taken, particularly where the patient has stopped wearing their retainer, or where a retainer has been lost or broken. A retainer manufactured accurately from the records you supplied may therefore not fit the patient's teeth as they are today. That is a limitation of the records, not a fault in the product.

Our 60-day Fit Guarantee does not cover a fitting problem caused by:

• Tooth movement after the scan, mould or impression was taken
• The loss, breakage, or non-use of a previous retainer
• Dental treatment carried out after the records were taken
• Records that are inaccurate, out of date, or not the patient's

These exclusions do not apply where the retainer was manufactured incorrectly, and they do not affect your rights under the Consumer Rights Act 2015.

Stored scans. Where we hold a digital scan on file from a previous order and you reorder from it, the same limitation applies: the scan records tooth position on the date it was taken. Please tell us before we begin if anything has changed since then.

6. Allergies

Do not use our products if you are allergic to Vinyl Polysiloxane (addition silicone) or any related dental impression materials.

7. Custom-Made Products

All retainers produced by Retainers At Home are custom-made to order based on customer-provided impressions or scans.

Once production has begun, orders cannot be cancelled or refunded, except as outlined in our Returns & Refunds Policy.

8. Returns, Refunds & Guarantees

Returns, refunds, remakes, and guarantees are governed by our Returns & Refunds Policy, which forms part of these Terms & Conditions.

By placing an order, you confirm that you have read and accepted this policy in full.

9. Limitation of Liability

To the maximum extent permitted by law:

• Retainers At Home shall not be liable for any indirect, incidental, or consequential loss or damage
• Any liability arising from the use of our products or services shall be strictly limited to the amount paid for the product or service
• All warranties or remedies outside our published policies are provided solely at our discretion

Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded under UK law.

10. Intellectual Property

All content on this website, including text, images, branding, logos, and product descriptions, is the intellectual property of Retainers At Home and may not be used, copied, or reproduced without written permission.

11. Governing Law

These Terms & Conditions are governed by and construed in accordance with the laws of England and Wales.

Any disputes arising in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

12. Contact Information

If you have any questions regarding these Terms & Conditions, please contact us at:

📧 hello@retainersathome.co.uk

13. Company Details

Retainers at Home is a trading name of Retainer Direct Limited, a company registered in England & Wales under company number 12650928.