Shipping & refunds

1. Shipping

• We ship from Pakistan with DHL Express, with tracking, to almost every country. Shipping is included in the treatment price.
• We'll tell you the expected production time when you approve your plan. Once dispatched, DHL Express usually delivers within a few working days, plus any time spent in customs.
• You'll get the tracking number by email or WhatsApp. Someone may need to sign for the parcel.
• Please make sure your address and phone number are correct. If a parcel is returned because the address was wrong or no one collected it, we'll ship it again at cost.

2. Customs, duties and taxes

• Some countries charge import duty, VAT/GST or a customs handling fee. These aren't included in our price unless we say so in writing, and are paid by you to the courier or customs.
• We include an invoice and description of the contents. If customs asks for more information, we'll help you provide it.
• If a parcel is held or refused by customs, we'll work with you and DHL to resolve it. If it can't be delivered because duties weren't paid or the parcel was refused, re-shipping is at cost.

3. Lost or damaged parcels

If your parcel is lost in transit, or arrives damaged, tell us within 7 days of the delivery date (or the expected delivery date) and send photos if it's damaged. Once the courier confirms the loss or damage, we'll remake and resend the affected aligners free of charge.

If you lose or break an aligner yourself, contact us — we'll advise whether to move to the next aligner, go back to the previous one, or order a replacement (we'll tell you the cost first).

4. Refunds

The Smile Check is free, so there's nothing to refund.

• Video consultations ($25): you can cancel or reschedule for free up to 24 hours before the start time. Cancellations within 24 hours or missed calls aren't refunded. If we cancel or can't hold your consultation, you'll get a full refund or a new time — your choice.
• Aligner treatment, before production: if you change your mind after paying but before we start making your aligners, you'll get a full refund. If our dentist decides you're not suitable for aligners after reviewing your impressions or scan, you'll get a full refund of the treatment price.
• Aligner treatment, after production starts: your aligners are custom-made to your teeth and can't be resold, so they can't be refunded once production has started. If there's a problem with fit or quality, we'll fix it.

Refunds are paid back using the original payment method where possible, within 14 days of being agreed. We can't refund currency-conversion or bank fees charged by your bank.

Because aligners are made to your personal specification, the usual 14-day 'change of mind' cancellation right that applies to some online purchases (for example in the UK and EU) does not apply once production has started. This doesn't affect your other legal rights.

5. Problems with your aligners

If an aligner doesn't fit, is cracked, or something isn't right, stop wearing it and email info@archlyclinic.com or message us on WhatsApp with a photo. If the problem is our mistake or a manufacturing fault, we'll replace the affected aligners at no cost.