Refund Policy

1. Custom Prescription Device Principle

Velourcare Ortho manufactures patient-specific clear aligners, 3D printing models, and retention appliances engineered exclusively to fit individual intraoral geometry according to practitioner-approved OnyxCeph³ 3D staging files. Consequently, all physical products and digital 3D setups represent custom-fabricated medical devices and are strictly non-refundable, non-exchangeable, and non-returnable once physical production has commenced.

2. Case Order Lifecycle & Cancellation Terms

Order Lifecycle Milestones

• Stage 1 — Diagnostic Upload & OnyxCeph³ Staging: Case setup in progress. Cancellations permitted subject to administrative setup fee.
• Stage 2 — Practitioner Setup Approval: Final OnyxCeph³ 3D staging verified. Orders locked for fabrication.
• Stage 3 — Physical Production & Delivery: 3D printing and tray fabrication initiated. Strictly non-cancellable and non-refundable.

• Cancellation Prior to 3D Setup Approval: If a case is canceled via the Partner Portal before the practitioner approves the OnyxCeph³ 3D movement setup, a full refund will be processed, minus a nominal administrative and 3D design fee.
• Cancellation Post 3D Setup Approval: Once a practitioner approves the OnyxCeph³ 3D treatment plan, the order is immediately locked and transmitted to physical 3D printing and fabrication lines. Cancellations or refunds are not permitted under any circumstances after setup approval.
• On-Hold Cases: Unapproved cases left pending in practitioner portal accounts for over 60 consecutive days will be automatically archived. Reactivation may incur a minor administrative re-processing fee.

3. Manufacturing Warranty & Quality Guarantee

Velourcare Ortho guarantees that all physical aligner trays conform strictly to the approved OnyxCeph³ 3D digital setup models and are fabricated using high-grade medical clear materials free from material defects.

• Defect Reporting Protocol: If an aligner arrives with a physical manufacturing defect (e.g., material delamination, sharp/ragged margins, incorrect tray sequencing, or physical warping), the practitioner must submit a defect report to info@vélourcare.com within 14 business days of delivery.
• Verification Requirements: Reports must include the anonymized Case Reference ID, step number, and high-resolution clinical photographs or video illustrating the defect.
• Replacement Remakes: Upon laboratory verification of a manufacturing error, Velourcare Ortho will remake and dispatch the defective aligners free of charge within standard laboratory priority timelines.

4. Clinical Non-Tracking & Mid-Course Refinements

Discrepancies in clinical tooth movement, lack of compliance, attachment loss, or tracking deviations during clinical care do not qualify for financial refunds. Tracking deviations are managed through OnyxCeph³ refinement workflows:

• Refinement Workflow: If tooth movement strays from the original 3D treatment trajectory, the practitioner may submit updated 3D intraoral scans and clinical photos to request a new OnyxCeph³ refinement setup.
• Package Coverage: Refinement eligibility, complimentary setup allowances, and tray fabrication fees are determined by the specific aligner package tier selected during initial case submission.

5. Refund Disbursement & Simple Security Terms

For eligible pre-approval cancellations or approved administrative adjustments:

• Refunds will be credited to the original payment method or applied as an active account credit within 7 to 10 business days following written confirmation from our Finance Division.
• All payment data transactions and account interactions are safeguarded using simple encryption standards (AES for data at rest and TLS for data in transit).
• Shipping costs incurred for returning defective products requested by our Quality Assurance Division for physical auditing will be fully reimbursed by Velourcare Ortho.

Contact Information

Velourcare Ortho — Finance & Quality Assurance Division
Official Website: velourcareortho.com
Email Contact: info@vélourcare.com