Cross-border consumption. Dental aligners that don't always restore your smile

Realigning your teeth is possible at any age. While younger people often have braces with visible braces, adults often opt for removable aligners, which are more discreet. These transparent plastic aligners can be ordered online, including from foreign providers. These remote dental treatments, sold by German, Spanish, and Dutch companies, often cost less than those offered by a traditional orthodontist but can sometimes lead to unpleasant surprises.

Dental treatments ordered online can sometimes lead to unpleasant surprises. Photo/www.pexels.com/de-de/foto/invisalign-28407749/

At 42, Céline decided to correct the alignment of her teeth. She opted for an offer from a German provider she discovered online. For just €2,000, they offered treatment and follow-up entirely online via an app.

A godsend for Céline, who knows that in France, orthodontics often costs a fortune. And she's not the only one who knows this; online providers do too. It's no surprise, then, that they play on prices to attract patients with a host of promotional offers. These bargain prices appeal to the Alsatian woman. What's more, the payment plan, spread over 12 or 24 months, convinces her that this remote treatment is much more affordable than that of a traditional orthodontist.

The first step of the treatment involves taking an impression of the teeth. To do this, the German provider asks Céline to visit a partner orthodontic practice in France. Once the 3D dental scan is received by the orthodontist, the company has a custom-made prosthesis made. Plastic aligners are sent directly to the patient's home in Alsace.

Except that on the scheduled delivery date, Céline receives nothing. Weeks pass, and she still hasn't heard anything about her package. What's more, the service provider can't be reached by email or phone.

She then sent a first registered letter with acknowledgment of receipt, a formal notice, to force the company to deliver the equipment. Having received no response to her letter, she decided to send a letter again, this time demanding a refund. Nothing worked; the company turned a deaf ear. But Céline still had one secret weapon: the European Small Claims Procedure. To recover her money, she could take the matter to court in Germany, without necessarily going through a lawyer. This procedure is carried out in writing for cross-border consumer disputes of less than €5,000.

Jeanne also ordered aligners from the German website, and unlike Céline, she received them. After wearing the aligners for five weeks, she became concerned: her teeth had shifted, and she could no longer chew properly. On the company's advice, she underwent two additional treatments, but nothing worked. Desperate, the patient considered claiming compensation for the damages suffered. But before she sued the professional for negligence, she needed the advice of a German lawyer.

She then contacted the European Consumer Centre, which offered her a free consultation with a French-speaking German lawyer. A 30-minute interview gave her a clearer idea of the legal steps to take in Germany. A first step that gave Jeanne renewed hope.

European Consumer Centre, Bahnhofsplatz 3, 77694 Kehl, Germany. Find out more about your rights in Germany at: www.cec-zev.eu