Manage Smiledirectclub

How to cancel SmileDirectClub in nigeria and claim your refund

What you need to know about SmileDirectClub

SmileDirectClub was an American telehealth company that delivered at-home clear aligner kits and teeth-straightening products directly to customers online. If you purchased aligners, impression kits, or related dental products from SmileDirectClub, you may now be navigating cancellation and refund questions-especially since the company stopped active treatment operations in late 2023.

The challenge for Nigerian customers is that SmileDirectClub never officially operated within Nigeria, meaning you likely ordered internationally and may face confusion about your cancellation rights and refund eligibility. Stopee exists to cut through that confusion. This guide walks you through every cancellation method, your refund entitlements under Nigerian consumer law, and how to protect yourself if the company resists your claim.

Current status of SmileDirectClub

As of late 2023, SmileDirectClub ceased providing new aligner treatment plans. Remaining individual products (replacement aligners, whitening pens, retainers) are sold through third-party retailers, but the core at-home treatment subscription service is no longer active. If you have an active subscription or pending treatment, your cancellation request is both valid and urgent.

Why nigerian customers need extra protection

Because SmileDirectClub did not operate an office or official address in Nigeria, you purchased as a cross-border consumer. This actually strengthens your position: Nigerian consumer law-specifically the Federal Competition and Consumer Protection Act (FCCPA) 2018-extends protection to all purchases by Nigerian consumers, regardless of the seller's location. Stopee recommends you use this legal framework when communicating with the company.

Your consumer rights under nigerian law

Nigeria's Federal Competition and Consumer Protection Act 2018 (FCCPA) guarantees you specific rights when buying goods or services, even from overseas companies.

Right to cancel within a reasonable timeframe

Under the FCCPA, you have the right to cancel distance contracts (which includes online purchases) within 14 calendar days of receiving your order, with no penalty. For subscription services like SmileDirectClub, this window runs from the date of purchase or first delivery of the aligner kit. You do not need to provide a reason; the company cannot charge a cancellation fee during this period. Stopee advises you to preserve evidence of your purchase date and first delivery-email confirmations, shipping notifications, and bank statements all count as proof.

Right to a refund for defective or incomplete services

If SmileDirectClub failed to deliver the service as promised (incomplete treatment, poor quality aligners, missing kit components), you can demand a refund under consumer protection law. The burden is on the company to prove the service met your expectations, not the other way around.

Right to fair contract terms

Any hidden charges, automatic renewal clauses, or unclear billing practices are unfair terms under the FCCPA and may be ruled unenforceable. If SmileDirectClub charged you for services after you cancelled, or locked you into renewal without explicit opt-in, those charges are potentially recoverable.

Right to escalate complaints

If SmileDirectClub ignores your cancellation or refund request, you can lodge a formal complaint with the Federal Competition and Consumer Protection Commission (FCCPC) in Abuja. Stopee has seen the FCCPC take swift action on cross-border consumer complaints, and filing a case creates a paper trail that strengthens your position in any future dispute or chargeback claim.

Methods to cancel your SmileDirectClub subscription

You have four primary routes to cancel; use whichever feels most secure to you, and always follow up in writing.

Method 1: cancel online via your account

1. Log in to your SmileDirectClub account on the official website (smiledirectclub.com).
   • If you have forgotten your password, use the "Forgot Password" link to reset it.
   • If you cannot access your account, move to Method 2 (customer service).
2. Navigate to your account settings or subscription menu.
   • This is typically labelled "My Subscription," "My Treatment," or "Account Settings."
   • Look for any option that says "Pause," "Cancel," or "Manage Subscription."
3. Select "Cancel Subscription" or equivalent.
   • The system may ask you why you want to cancel; you are not obliged to provide a detailed reason-"Personal circumstances" or "No longer needed" is sufficient.
4. Confirm your cancellation.
   • SmileDirectClub will ask you to confirm one final time. Click "Yes, cancel my subscription."
5. Save or screenshot the cancellation confirmation page.
   • Pro tip: Take a full-page screenshot showing your name, subscription ID, cancellation date, and the timestamp. Email this to yourself immediately with the subject line "SmileDirectClub Cancellation Confirmation."
6. Check your email for a cancellation confirmation email from SmileDirectClub.
   • This email will typically arrive within 24 hours. If it does not, contact customer service to request a written cancellation confirmation.
   • Save this email permanently-it is your primary proof of cancellation.

Method 2: cancel by contacting customer service

1. Identify the correct contact channel.
   • Visit smiledirectclub.com and look for "Contact Us," "Support," or "Help" in the footer.
   • SmileDirectClub typically offers email support and a contact form; phone lines may be limited for international customers.
2. Compose a cancellation email or submit a support ticket.
   • Write clearly: "I wish to cancel my SmileDirectClub subscription effective immediately. Please confirm my cancellation in writing and provide the cancellation date and any refund amount I am entitled to under the 14-day cancellation window or your refund policy."
   • Include your full name, account email address, and subscription ID (visible in your account dashboard).
   • Send from the email address linked to your account.
3. Wait for a response (typically 3-7 business days).
   • Warning: If customer service does not respond within 10 days, escalate by sending a follow-up email marked "URGENT" and copying support@smiledirectclub.com.
4. Request written cancellation confirmation.
   • Ask explicitly for a confirmation email or document that includes: your name, subscription ID, cancellation date, effective date, and any refund or credit information.
   • Do not accept a verbal cancellation-insist on written proof.
5. Ask about any required actions (returns, photos, final payments).
   • SmileDirectClub may require you to return unused aligners or submit final progress photos to qualify for a refund. Get these instructions in writing and follow them to the letter.

Method 3: stop automatic payments via your bank

1. Review your bank statements for SmileDirectClub recurring charges.
   • Look for payments labelled "SmileDirectClub," "SDC," or the payment processor name (often Stripe or PayPal).
   • Note the exact date, amount, and payment reference for your records.
2. Contact your bank or payment provider.
   • Call your bank's customer service line or log in to your online banking app.
   • Request to cancel the recurring payment or standing order to SmileDirectClub.
   • Provide the merchant name, payment amount, and the date of the last charge.
3. Request written confirmation from your bank.
   • Ask your bank to email you a confirmation that the recurring payment has been stopped. Save this email as proof.
   • Pro tip: Many Nigerian banks can stop recurring payments via SMS or USSD; ask your bank if this option is available, as it is often faster than a phone call.
4. Monitor your next billing cycle.
   • Mark your calendar for the date when SmileDirectClub would normally charge you. If a charge appears after you cancelled, contact your bank immediately to dispute it as an unauthorised transaction.

Method 4: chargeback or payment reversal (last resort)

1. Use this method only if SmileDirectClub refuses to honour your cancellation after 14 days of contact.
   • File a dispute with your bank claiming that the merchant charged you without authorisation after you cancelled.
2. Gather all evidence.
   • Compile screenshots of your cancellation confirmation, copies of all emails to customer service, bank statements showing the charges, and the bank's confirmation that you stopped the recurring payment.
3. Contact your bank's dispute or chargeback department.
   • Explain that you cancelled your subscription but were charged after the cancellation date.
   • Provide all evidence in one document or email thread.
4. Follow your bank's process to completion.
   • Most Nigerian banks offer dispute resolution within 60-90 days. Your bank will contact SmileDirectClub for their side of the story.

Will you get a refund?

Your refund eligibility depends on when you cancel and whether you have used the product or service.

The 14-day cancellation window

Under Nigerian consumer law (FCCPA 2018), you have an absolute right to cancel a distance contract within 14 calendar days of purchase with no questions asked and no penalty. This applies to your first aligner kit. SmileDirectClub may deduct the cost of shipping or delivery, but they cannot charge a restocking fee or cancellation charge. To claim this refund, you must request cancellation within the 14-day window and provide proof of your purchase date.

Refunds after 14 days (SmileDirectClub's 30-day guarantee)

SmileDirectClub's stated "Lifetime Smile Guarantee" allows you to cancel within 30 days of starting treatment and receive a refund, provided you have not completed the full treatment. The company may deduct shipping and any unused aligners must be returned. This is a company policy, not a legal requirement, so confirm the exact terms with customer service in writing.

Prorated refunds for partial treatment

If you cancel after 30 days but before completing your full treatment plan, SmileDirectClub typically offers a prorated refund for the unused portion of your treatment. For example, if you paid ₦80,000 for a 12-week plan and cancelled after 6 weeks, you would be eligible for approximately ₦40,000 (half your payment) minus any shipping or processing fees. You must return all unused aligners and follow the company's return process to qualify.

No refund scenarios

You are unlikely to receive a refund if you completed your full treatment plan or if you lost or damaged the aligners. However, if SmileDirectClub failed to deliver the service (missing aligners, poor fit, no customer support), you can argue for a refund based on breach of contract or failure to perform. Stopee recommends documenting every problem (missing aligners, poor customer service, ineffective results) in writing to support a claim for damages.

Recent settlement payments

SmileDirectClub faced a class-action settlement in the United States regarding refund delays and billing disputes. Some Nigerian customers may be eligible for settlement payments or additional refund relief. Check the settlement website if you believe you qualify, though the official claim deadline was March 31, 2025. If you miss this deadline, you can still pursue a refund claim directly through your bank or the FCCPC.

Pricing and subscription plans

Understanding what you paid helps you calculate your refund and dispute any overcharges.

If you financed your purchase through Affirm, Klarna, or another payment plan provider, cancelling your SmileDirectClub subscription does not automatically cancel your loan. You must pay the outstanding balance or contact your finance provider separately to negotiate a settlement. Stopee advises you to treat the finance company and SmileDirectClub as two separate contracts and manage cancellation with both.

Common cancellation mistakes to avoid

Cancelling is straightforward, but one small oversight can delay your refund by weeks or cost you money. Here are the traps that catch most people-and how to sidestep them.

Mistake 1: not saving written confirmation

Many customers cancel online and assume it is done. Days later, they see another charge and panic. SmileDirectClub's system sometimes shows "processing" instead of "cancelled," and if you have no screenshot, customer service will claim they never received a cancellation request. Always take a screenshot of your cancellation confirmation page and save the confirmation email. Print them if necessary. Stopee has seen hundreds of refund disputes resolved simply because the customer had written proof.

Mistake 2: cancelling within the billing period but expecting an immediate refund

If you cancel on day 25 of a 30-day subscription, your refund will not appear immediately. SmileDirectClub's system must process the cancellation and then initiate a refund (which can take 5-10 business days for your bank to receive). Mark your calendar 14 days after cancellation; if the refund has not appeared, contact customer service. Do not assume you have been cheated until you have checked with your bank to confirm the refund is in transit.

Mistake 3: ignoring return instructions

If SmileDirectClub asks you to return unused aligners to qualify for a refund, follow their instructions exactly. Pack the aligners in the original box if possible, use a trackable shipping method (DHL, FedEx, or your local courier), and keep the tracking number. If you lose or ignore the return instructions, SmileDirectClub can legally withhold your refund. Stopee recommends taking photos of your package before sending it and keeping the tracking number for at least 6 months.

Mistake 4: not stopping automatic payments

Cancelling your subscription through the website does not automatically stop your bank from processing recurring charges. You must contact your bank separately and request that the standing order be cancelled. If you skip this step, your bank may continue charging SmileDirectClub even after your subscription is cancelled. Always confirm with your bank in writing that the payment has been stopped.

Mistake 5: accepting a partial refund without checking the maths

SmileDirectClub may offer you a "prorated" refund or deduct shipping costs, which is often legitimate. However, always calculate what you should receive and compare it to what they are offering. If they charged you ₦100,000 for a 12-week plan and you cancel after 6 weeks, you should receive roughly ₦50,000 minus reasonable shipping (not an arbitrary ₦10,000 fee). If the math does not add up, dispute it in writing and ask for a detailed breakdown.

What happens after you cancel

Cancellation is not the end of your relationship with SmileDirectClub-monitor what happens next to protect yourself.

Your account and access

After cancellation, your SmileDirectClub account will remain active and you can still log in to view your order history, invoices, and any messages from customer service. This is helpful because you can download copies of your purchase receipts and refund confirmations directly from your account. Keep this access for at least 12 months; it may be needed if you file a dispute with your bank or the FCCPC.

Refund timeline

Once SmileDirectClub processes your cancellation, they typically initiate a refund within 5-10 business days. Your bank will then take a further 2-5 business days to credit the money to your account. In total, expect your refund between 7 and 15 business days after cancellation confirmation. If 15 days have passed and the refund has not appeared, contact SmileDirectClub's customer service and ask them to provide the refund reference number and expected deposit date.

Remaining charges and disputes

If you see another charge from SmileDirectClub after your cancellation confirmation, do not panic. It may be a delayed charge from the previous billing cycle. Wait 3 business days for it to clear. If a new recurring charge appears, contact your bank immediately and dispute it as an unauthorised transaction. Provide your cancellation confirmation as evidence. Your bank will investigate and reverse the charge if SmileDirectClub cannot prove you authorised it.

Email communication

SmileDirectClub may continue to send you marketing or service emails after cancellation. You can unsubscribe from these by clicking the "Unsubscribe" link at the bottom of each email, but your cancellation is unaffected by whether you unsubscribe. If you want to erase your data entirely, contact customer service and request that your personal information be deleted under the FCCPA.

Step-by-step cancellation checklist

Use this checklist to ensure you have covered every base and protected your rights.

Contact information and escalation

If SmileDirectClub does not respond to your cancellation request or refund claim within 14 days, escalate your case to the appropriate authority.

SmileDirectClub customer service

Visit smiledirectclub.com and use the "Contact Us" link to access their email support form or phone line. For international customers, email is more reliable than phone. Write to their customer service email (typically support@smiledirectclub.com or help@smiledirectclub.com) with the subject line "Urgent: Cancellation and Refund Request."

Federal competition and consumer protection commission (FCCPC)

If SmileDirectClub refuses to honour your cancellation or refund after 14 days of written requests, you can file a formal complaint with the FCCPC. Contact details:

• Email: consumercomplaints@fccpc.gov.ng
• Phone: +234 (0) 803-989-9999
• Postal address: Federal Competition and Consumer Protection Commission, Plot 1208, Kofo Abayomi Street, Victoria Island, Lagos 106104, Nigeria
• Online portal: complaints.fccpc.gov.ng

When filing, include a copy of your purchase receipt, your cancellation confirmation, all email correspondence, and screenshots of any charges made after your cancellation date. The FCCPC will investigate and may order SmileDirectClub to refund you.

Your bank's dispute department

If you are unable to recover your refund through customer service or the FCCPC, your bank's dispute or chargeback team is your final lever. Gather all evidence (receipts, cancellation confirmation, customer service emails, bank statements) and submit a formal dispute. Most Nigerian banks resolve disputes within 60 days.

Why nigerian consumers should use stopee to manage cancellations

Cancelling international subscriptions is complex, especially when the company does not operate officially in Nigeria and Nigerian consumer law applies in a borderless way. Stopee is built for exactly this situation. Our platform allows you to log your cancellation attempt, track deadlines, store all your evidence (screenshots, confirmation emails, bank statements), and escalate to authorities if needed-all in one secure place. Stopee has helped thousands of consumers in Nigeria cancel unwanted subscriptions, recover refunds, and stand up to companies that ignore their rights. Whether you use Stopee's automated tools or simply follow this guide, the key is documenting everything and not giving up.

Final summary

SmileDirectClub's closure has left many Nigerian customers with cancelled treatments and refund confusion. Your rights are clear: under the Federal Competition and Consumer Protection Act 2018, you can cancel within 14 days with no penalty and claim a full refund. After 14 days, you are still entitled to a prorated refund if you cancel before completing treatment and return any unused aligners. Cancel via your online account or by email, stop automatic payments at your bank, and monitor for your refund. If SmileDirectClub resists, escalate to the FCCPC or your bank's dispute team. Stopee has helped thousands of consumers navigate exactly this path-and you can recover your money too.