Refund policy

Effective Date: April 22 2025
Issued by: Orthoxy Inc. (“we,” “our,” or “SleepBrace”)
Applies to: All orders placed through www.getsleepbrace.com

1. General Return Policy

We offer a 30-day return policy, which means you have 30 calendar days after receiving your item to request a return. You can cancel your order within 24 hours after placing your order. After 24h the order is confirmed and further processed (shipped, etc).

To be eligible for a return, the item must:

  • Be unused, unworn, and in original sealed packaging

  • Be free from tampering or handling that compromises hygiene

  • Include original proof of purchase (receipt or order number)

  • Be returned with prior approval from our team

  • We do not cover your return fees. You will need to pay for return shipping or other return associated expenses yourself.

To request a return, email contact@trysleepbrace.com with your order number and reason for return. If your return is accepted, we’ll send return information and instructions. Do not send items back without contacting us first.

Return Address:
Depends on location, we will let you know during communication.

2. Product Classification & Hygiene Policy

Products designed for personal or intraoral use that are opened or unsealed, these devices cannot be resold, reprocessed, or accepted for return. If they specific products are covered by specific policies by an indicated Guarantee - in those cases returns may be accepted, but the used products will be disposed after receival. 

Accordingly, we cannot accept returns for any:

  • Opened or used appliances

  • Products removed from sealed packaging

  • Devices that have been fitted, worn, or tried

3. 30-Day Guarantee (Product-Specific Policy)

The SleepBrace Dental – Tooth Positioner system sold at www.trysleepbrace.com/products/sleepbrace-dental includes a 30-Day Guarantee, available to first-time users who were clinically approved to begin the program by a licensed provider through The TeleDentists™ platform.

If you're not satisfied with the fit, comfort, or overall usability of your D1 appliance within the first 30 days of delivery, you may request one of the following:

  • A one-time replacement (of the same or alternate SleepBrace product)

  • A credit or full refund, if the issue cannot be resolved

This guarantee is designed to ensure that all users start with a device that is comfortable, appropriately fitted, and able to support the intended protocol.

Terms & Conditions:

  • Guarantee applies only to first-time users of the SleepBrace system (not just first-time purchasers)

  • Guarantee doesn't apply if you order the "Starter Kit (D1 Only)" option of the "SleepBrace Dental" product options.

  • Only valid on initial D1 stage delivery. If D1 fit is poor, the full system is covered

  • If D1 was acceptable and fit issues occur later (e.g., with D2 or D3), contact us for individual assistance — not automatically covered under this policy

  • The customer must be approved by a licensed provider before ordering; otherwise, the policy is void

  • You must contact us within 30 days of delivery to be eligible

  • You may be asked to submit photos or feedback to help assess fit or comfort issues

  • Shipping costs from the original order will be refunded if a full refund is issued

  • Return shipping costs or any other return associated fees must be covered by the customer. We do not cover the return fees.

  • Telehealth consultation, assessment, or approval fees (e.g. The TeleDentists services) are not refundable under any circumstance. 
    For more information on clinical supervision and financial responsibilities, please see our Customer Consent Policy & Disclaimer*.

To initiate a claim, email contact@trysleepbrace.com within 30 days of delivery with the subject line:
“30-Day Guarantee – [Order Number]”
Please include a brief explanation of the issue and any relevant documentation (photos may be requested if needed).

4. Non-Returnable & Non-Refundable Items

We do not offer refunds or accept returns for the following:

  • Opened, used, or handled products (except for the products that are covered by a specific guarantee)

  • Replacement units shipped after a size reassessment

  • Failure to comply with the usage guidelines or telehealth supervision

  • Subjective dissatisfaction unrelated to fit or functionality

  • Late submissions beyond the 30-day guarantee window

  • Sale items, gift cards, or clearance items

5. Damaged or Incorrect Orders

If your order arrives damaged or incorrect, notify us within 7 days of delivery by emailing contact@trysleepbrace.com. Include:

  • Order number

  • Description of the issue

  • Clear photos of the product and packaging

We will assess the situation and, if confirmed, offer a replacement, exchange, or refund.

6. Exchanges

We do not process standard product exchanges. If you need a different size or configuration:

  1. Submit a return or claim (if eligible)

  2. Once processed, place a new order for the correct item

7. EU Right of Withdrawal – 14-Day Cooling-Off Period

Notwithstanding the above, if your order is delivered to an address in the European Union, you have the right to cancel and return it within 14 days of delivery, for any reason and without justification.

To be eligible:

  • The item must be unused and in its original sealed packaging

  • You must submit a written cancellation request to contact@trysleepbrace.com within 14 days of delivery

  • Standard refund processing timelines apply

8. Refund Processing

Once we receive and inspect your returned item or approve your claim:

  • You will be notified by email

  • Refunds are issued to your original payment method within 5–10 business days

  • If 15 business days have passed since approval and you have not received your refund, contact us at contact@trysleepbrace.com

9. Telehealth & Approval Structure

All SleepBrace Dental (Tooth Positioner) appliances are dispensed only after professional clearance by a licensed provider through The TeleDentists™ or another authorized practitioner. Approval decisions are final.

We do not override or reimburse the TeleDentists Professional Assessment fee for disapprovals unless the product is unused and unopened. If your provider determines you're ineligible for use and you have not opened the package, you may qualify for a return under Section 1. 

Consent Acknowledgment for SleepBrace Dental Purchases

All customers purchasing the SleepBrace Dental – Tooth Positioner product are required to review and consent to the Customer Consent Policy & Disclaimer as part of the checkout process and/or during their clinical approval through The TeleDentists™.

This document outlines:

  • The non-refundable nature of clinical telehealth services (e.g. consultation, assessment, or approval fees)

  • The purpose and limitations of the SleepBrace appliance

  • The scope of the 30-Day Guarantee

  • Your responsibilities as a patient under virtual dental supervision

By placing an order and proceeding with the clinical intake process, you confirm that you have read, understood, and accepted the terms stated in the Customer Consent Policy & Disclaimer.

You may review the full document here: Customer Consent Policy & Disclaimer

10. Contact

For all inquiries related to returns, refunds, or product eligibility:
📧 contact@trysleepbrace.com

Orthoxy Inc. reserves the right to update or amend this policy at any time. All changes will be published on this page.