The Online Dental Lab (Secret Veneers): Terms & Conditions of Sale

Last updated: October 2026

1. Who we are

www.theonlinedentallab.com is operated by Amy Dowdeswell, sole trader, trading as The Online Dental Lab in conjunction with James Parker Dental ("we", "us", "our").

Address: JPD 3D Dental Lab, PO Box 6252, Sheffield, S12 9FF, United Kingdom.

Email: help@theonlinedentallab.com · WhatsApp: +44 7857 322144

By placing an order you confirm that you have read and accepted these Terms, our Refund & Returns Policy, our Shipping Policy and our Privacy Policy.

2. What we sell, and what we don't

2.1 We make custom-made, removable cosmetic appliances (clip-on veneers) that clip over your natural teeth to change how your smile looks. They're designed and handcrafted in our labs in Nottingham, Sheffield, Dorset and New York, from impressions you take at home.

2.2 Our products are cosmetic only. They are not a medical device, not a dental treatment and not a dental service, and they are not an alternative to dentist-fitted porcelain veneers, crowns, bridges, dentures, implants or orthodontic treatment. They don't straighten, move, repair, protect or replace teeth, and they don't treat any condition.

2.3 We are not dentists. Nothing on our website, social media, email or WhatsApp is dental or medical advice, a diagnosis or a recommendation of treatment.

2.4 You must be 18 or over to order. A parent or legal guardian must place any order for someone under 18 and remains responsible for it.

3. Is it right for me? (suitability)

3.1 Clip-on veneers need healthy natural teeth to clip onto. CeramiLux needs at least 3 natural teeth.

3.2 See your dentist before ordering, and don't wear our products, if you have toothache, loose teeth, gum disease or bleeding gums, an infection or swelling, untreated decay, a recent extraction or other dental work that hasn't healed, ongoing orthodontic treatment, jaw (TMJ) pain, or any allergy to dental resins or acrylics.

3.3 Stop wearing the product and see your dentist or GP if you get pain, soreness, swelling, bleeding, ulcers or any allergic reaction.

3.4 Remove your veneers to sleep and for contact sports, and don't eat hard or sticky food while wearing them.

3.5 Results vary. Photos on our site show individual customers and are not a promise that your result will look the same.

4. Ordering and the contract

4.1 Your order is an offer to buy. A contract is formed when we email your order confirmation.

4.2 Please check your shade, thickness, arch (upper/lower/full set), production speed and delivery address before paying. We make exactly what you order.

4.3 We may decline an order before production, for example if your impressions show the product wouldn't be suitable. If we do, we'll refund you in full.

5. The impression kit and your design

5.1 Every new-design order includes a home impression kit with instructions. You pay the postage to return your impressions, and we recommend a tracked service and keeping your proof of postage.

5.2 We check every impression when it arrives. If it can't be used (too shallow, poorly mixed or distorted), we'll tell you and explain how to retake it. A replacement impression kit may be chargeable.

5.3 Please tell us on your order form about any crowns, veneers, gaps or design requests. Tell us before production starts if you have any dental work after taking your impressions, because the appliance may not fit.

6. Production times

Production starts when we've received and approved your impressions (or, for spare arches and replacements, when we've matched your existing design). Production times are in UK working days (Monday–Friday, excluding UK bank holidays), and postage is extra (see our Shipping Policy).

OptionMade and dispatched

**Standard**within **11 working days**

**Express 3-day** (new sets) / **Express 5-day** (spare arches)within 3 / 5 working days

**Express 24-hour** (new sets)within 24 hours (one working day)

**Express 12-hour** (spare arches and replacements for existing customers only)order before **12 noon UK time** on a working day: made and posted **the same day**. Order after 12 noon: made and posted **the next working day**.

**CeramiLux**test veneer first; once you approve the fit, milled within 3 working days

**Vampire fangs**within **11 working days**

7. Prices and payment

Prices are in GBP. Payment is taken in full at checkout by our payment provider, and we never see or store your full card details. Discount codes can't be combined, and they can't be used on add-on detailing or CeramiLux unless stated.

8. Delivery, postage and import charges

8.1 Every order is posted by a tracked service, as set out in our Shipping Policy. You pay the postage, which is shown at checkout before you pay.

8.2 Risk passes to you when the parcel is delivered to the address you gave us.

8.3 For overseas orders, we cover the import charges into your country.

9. Cancelling your order (custom-made goods)

9.1 Our veneers are made to your personal specifications from your own impressions. Under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the usual 14-day cancellation right does not apply to goods made to the consumer's specifications or clearly personalised.

9.2 Before production starts (that is, before we've received your impressions), you can cancel by emailing help@theonlinedentallab.com. We'll refund you within 14 days. The cost of the impression kit and any work already carried out may be deducted.

9.3 Once production has started, your order can't be cancelled or refunded, because the product can't be resold to anyone else.

9.4 Spare arches and replacements are made from your existing design, so production starts as soon as you place the order.

10. Fit, remakes and our 29-day warranty

10.1 Please try your veneers as soon as they arrive. Within 29 days of delivery, you're entitled to up to three free remakes in total for:

• **fit problems** caused by our manufacture, and

• **breakage** in normal use.

Email help@theonlinedentallab.com with your order number and photos. For fit problems we may first ask for new impressions.

10.2 After 29 days, or once three free remakes have been used, replacements and spares are paid for: £99 per standard or Super Thin arch.

10.3 CeramiLux is a different, milled system (0.4–0.5mm, the thinnest it can be milled without failing). Your original CeramiLux set has the 29-day warranty above, but replacement CeramiLux is full price only (£750 single arch, £1,100 full set). It isn't covered by the replacement warranty, the £99 spare price or any replacement offers.

10.4 Not covered: loss; damage from biting hard food, chewing, pets, heat or incorrect cleaning; changing your mind about a shade, thickness or design you chose; and loss of fit caused by dental work, tooth movement or other changes to your teeth after your impressions were taken.

10.5 After about 2 years, or after any dental work, spare arches made from old impressions may no longer fit. You'll need a paid new design from new impressions.

11. Your legal rights

Nothing in these Terms affects your rights under the Consumer Rights Act 2015. If a product is faulty or not as described, you're entitled to a repair or replacement and, in some cases, a refund or price reduction.

12. Care

Follow the care guide supplied. Clean your veneers daily with cool water and a soft brush, never use hot water, and keep them in their case when you're not wearing them.

13. Liability

We're responsible for loss or damage that is a foreseeable result of our breaking these Terms or failing to use reasonable care. We don't exclude liability for death or personal injury caused by our negligence, for fraud, or for anything else that can't be excluded by law. We aren't responsible for losses caused by using the product against these Terms or the care guide, or by a dental condition you didn't tell us about.

14. Your photos, reviews and data

We use your impressions, scans and photos only to make and support your order, as explained in our Privacy Policy. We only use identifiable photos in marketing with your written permission.

15. Events outside our control

We aren't responsible for delays caused by things outside our reasonable control, such as postal strikes, severe weather or customs holds. We'll keep you updated and do what we reasonably can.

16. Complaints

Email help@theonlinedentallab.com with your name, order number, a description of the problem and photos. We'll reply as quickly as we can and work with you to put things right.

17. Payment disputes and chargebacks: please contact us first

17.1 If there's a problem with your order, please contact us before you contact your bank or card provider. Almost every issue (delivery, fit, breakage) can be sorted faster directly, and a chargeback can freeze your order or remake while it's investigated.

17.2 If a dispute is raised, we'll give the card issuer the evidence of your order: your acceptance of these Terms at checkout, your order and production records, your impressions and our correspondence with you, and tracking and delivery confirmation (including signatures).

17.3 If a chargeback is raised for an order that was delivered as described, we may pause any further remakes or orders on the account until the dispute is resolved. This doesn't affect your legal rights.

18. Changes to these Terms

We may update these Terms. The version in force when you placed your order applies to that order.

19. Governing law

These Terms are governed by the laws of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland you can also bring proceedings in your local courts, and if you live elsewhere you keep any mandatory consumer protections of your country of residence.

20. Contact

Amy Dowdeswell, sole trader, trading as The Online Dental Lab in conjunction with James Parker Dental

JPD 3D Dental Lab, PO Box 6252, Sheffield, S12 9FF, United Kingdom

help@theonlinedentallab.com · www.theonlinedentallab.com