Customer complaints and refunds

Filing a complaint

To allow your complaint to be handled quickly, please provide the following information

• the practitioner’s name
• the order number or the patient case reference
• the date of the order or payment concerned
• a precise description of the issue
• any helpful photographs, files or supporting documents

An incomplete complaint may require additional information before it can be reviewed.

Processing time

From the receipt of a complete complaint, our team commits to reviewing it within an indicative time of 48 to 72 business hours.

This time frame corresponds to the initial review of the request. Final resolution may require additional time depending on the nature of the issue, the technical checks needed or the involvement of an external provider.

Study fees

Payment of the study fees allows ORALIGN to begin analyzing the clinical data and preparing a treatment proposal.

Once the study of the case has started, these fees can no longer be refunded, except in the event of a double payment, an error attributable to ORALIGN, or ORALIGN being unable to take on the case.

The practitioner can request changes to the treatment proposal before validating it, according to the conditions applicable to the chosen service.

Pack and start of manufacturing

After the treatment proposal is validated, the practitioner selects and approves the pack matching the patient case.

As the aligners are personalized medical devices, custom-made from the data and plan validated by the practitioner, the payment corresponding to manufacturing that has already started can no longer be cancelled or refunded, except in the event of an error or non-conformity attributable to ORALIGN.

Installment payment

When a pack provides for installment payment, each installment corresponds to a treatment stage and to a defined number of aligners.

Only the series corresponding to the confirmed and paid installment is put into production, unless otherwise stated in the approved offer.

An installment can be cancelled before the corresponding manufacturing starts. Once that manufacturing has started, its payment can no longer be refunded, except in the event of an error or non-conformity attributable to ORALIGN.

Failure to pay an installment may lead to the suspension of the manufacturing and delivery of the following aligners.

Error or non-conformity

When a manufacturing error, damage or non-conformity attributable to ORALIGN is confirmed, our team may offer, depending on the situation

• a correction of the case
• a new manufacturing run
• the replacement of the aligners concerned
• a credit note
• a full or partial refund of the amount concerned

The practitioner must report any anomaly as soon as possible and send the photographs or documents that allow the request to be verified.

Cases that may give rise to a refund

A refund may in particular be considered in the event of

• a double payment
• a payment made by mistake
• a cancellation before the study of the case has started
• a cancellation of an installment before its manufacturing starts
• ORALIGN being unable to take on the case or the manufacturing
• a confirmed error or non-conformity attributable to ORALIGN

Any refund is made after verification and approval of the request.

The actual refund times may vary depending on the payment method used, the payment provider and your bank’s processing times.

Support through the application

Healthcare professionals can contact the support team directly through the chat built into the application for any question about

• a patient case
• a treatment proposal
• a change request
• a pack
• a payment installment
• manufacturing
• delivery
• a complaint

Complaints contact

The complaints service contact details are shown below, from the official information registered by ORALIGN.

Email

contact@aura-aligners.com

Phone

+21629807809

Registered office address

Centre Medical les Jardins de Carthage, Tunis, Tunisia