Returns & Refunds

This Returns and Refunds Policy applies to products purchased directly through dentpro.in.

If there is a problem with your order, you must contact DentPro within seven calendar days from the date of delivery. Requests submitted after this period may not be accepted unless required under applicable law or covered by a valid manufacturer’s warranty.

Submitting a return request does not automatically mean that the return or refund has been approved. Each request is reviewed according to the condition of the product, the reason for return and the information provided by the customer.

A return request may be considered when:

• The product delivered is different from the product ordered.
• The product arrives damaged, broken, leaking or otherwise unusable.
• The product has a manufacturing defect that was present at the time of delivery.
• The delivered package is incomplete or a product or component listed in the order is missing.
• The product received materially differs from the description displayed on the website.
• DentPro has separately agreed in writing to accept an unopened product for return.

Products must ordinarily be unused and returned with their original packaging, labels, seals, accessories, manuals, warranty documents and invoice.

For health, hygiene, traceability and product-integrity reasons, DentPro does not ordinarily accept returns for:

• Products that have been opened, used, installed, sterilised, tested or clinically handled.
• Products with a broken, removed or tampered manufacturer’s seal.
• Sterile products or hygiene-sensitive consumables once their protective packaging has been opened.
• Products damaged because of misuse, improper handling, unsuitable storage, accidental damage or failure to follow the manufacturer’s instructions.
• Products without their original packaging, labels, accessories or identifying batch and serial information.
• Products purchased in error or no longer required after delivery.
• Products ordered in a special quantity or specifically procured for the customer.
• Clearance products or products expressly marked as non-returnable on the product page.
• Products for which the issue is covered exclusively under a manufacturer’s warranty or service programme.

These exclusions do not restrict any remedy that cannot lawfully be excluded under applicable consumer-protection law.

Contact DentPro within seven calendar days of receiving the order. Your request should include:

• Your name and contact information.
• Your DentPro order number and order date.
• The name and quantity of the affected product.
• A clear description of the problem.
• Clear photographs of the product, packaging, shipping label and visible damage or defect.
• An unpacking video, if available, particularly when an item is reported as damaged, missing or incorrectly supplied.
• Any batch number, lot number, expiry date or serial number displayed on the product.

DentPro may request additional information where reasonably necessary to assess the claim.

If the request is provisionally accepted, DentPro will provide instructions for returning the product or, where available, help arrange a reverse pickup.

Where the return results from an incorrect, damaged or defective product supplied by DentPro, reasonable return-shipping costs will be handled by DentPro. Customers should not independently incur return-shipping expenses unless instructed to do so.

Returned products may be inspected to verify their identity, condition, packaging, seals, batch or serial information and the reported issue. DentPro may decline a return if the product does not meet the conditions stated in this policy or if the reported issue cannot reasonably be verified.

We will inform you after the returned product has been inspected and the return has been approved or declined.

DentPro does not offer routine product exchanges, including exchanges requested because a customer selected the wrong product, size, specification, variant or quantity.

Eligible claims are ordinarily resolved through return and refund. In certain cases, DentPro may offer a replacement instead of a refund when the same product is available and both parties agree.

The availability of a replacement is not guaranteed and will depend on stock, product condition and the circumstances of the claim.

Once a return or refund is approved, DentPro will initiate the refund within seven working days.

Refunds will ordinarily be issued to the original payment method used for the order. Depending on the payment provider, bank, card issuer or UPI service, additional time may be required for the refunded amount to appear in your account after DentPro initiates it.

Where an entire order is accepted for return because of an error by DentPro, the approved refund may include the original standard shipping charge. Additional delivery charges or services selected by the customer may not be refundable unless required by law.

DentPro is not responsible for delays caused solely by banks, payment gateways or other payment-service providers after the refund has been correctly initiated.

You may request cancellation before an order has been processed for dispatch. DentPro will make reasonable efforts to accommodate the request, but cancellation cannot be guaranteed once packing, shipment or procurement has begun.

If the order has already been dispatched, it cannot be treated as a pre-dispatch cancellation. Any subsequent request will be assessed under the return conditions stated in this policy.

DentPro may cancel an order if a product is unavailable, pricing or product information contains a material error, payment cannot be verified, delivery is not reasonably possible or fraudulent activity is suspected. Any eligible payment received for such a cancelled order will be refunded.

Certain dental equipment, instruments or devices may be covered by a manufacturer’s warranty. Warranty eligibility, duration and remedies are determined by the relevant manufacturer’s warranty terms.

DentPro may assist customers with available manufacturer contact information or supporting purchase records, but warranty inspection, repair or replacement may need to be handled directly by the manufacturer or its authorised service centre.