Return and Refund Policy

Last updated: September 8, 2026

30-Day Return Policy

Dental Home offers a voluntary 30-day return period for eligible products. You must contact us within 30 days after receiving your order to request a return.

This voluntary policy does not limit any mandatory consumer rights available under applicable law.

Return Eligibility

To qualify for a return under our voluntary return policy, the product must:

• Be unused, uninstalled, unmodified, undamaged and not sterilized after delivery;

• Not have been placed, fitted or tested in a patient’s mouth;

• Be returned in its original packaging with all seals, labels, accessories and identification information intact;

• Include the order number, receipt or other proof of purchase.

Products returned without their original packaging, product label or lot identification may be refused unless applicable law requires otherwise.

Starting a Return

Before sending any product back, please contact us:

Email: dentalhome1023@gmail.com
WhatsApp: +86 133 1665 2122

Please provide:

• Your order number;

• Product name, model and quantity;

• Reason for the return;

• Clear photos or videos if the product is damaged, defective or incorrect.

Once the return is approved, we will provide:

• A return authorization number;

• The recipient’s name and complete return address;

• Customs declaration requirements;

• Packing and shipping instructions.

Because return arrangements may vary by product and order, we do not publish a general return address.

Please do not return products to our registered office, production address or the sender’s address shown on the shipping parcel unless we specifically confirm that address in writing.

Products returned without prior contact, a return authorization number or sufficient order information may be delayed, refused or returned to the sender, except where applicable law provides otherwise.

Return Shipping Costs

If the return is caused by a change of mind, duplicate purchase, incorrect model selection or compatibility error made by the customer, the customer is responsible for the return shipping costs.

If we supplied the wrong product, or the product is confirmed to have been defective or damaged upon delivery, we will provide an appropriate solution and cover reasonable return shipping costs that we approve in advance where a return is required.

Please do not send packages freight collect or cash on delivery. We recommend using a trackable shipping service and retaining the shipping receipt until the return has been completed.

The customer must follow the customs declaration instructions supplied with the return authorization. Additional costs caused by an incorrect customs declaration or failure to follow our return instructions may be deducted from a voluntary refund where permitted by law.

Original shipping charges and third-party customs duties, import taxes, brokerage fees or payment-processing charges that were not collected or retained by Dental Home are not refundable for voluntary returns, except where required by applicable law.

Product Compatibility

Customers are responsible for confirming the correct implant system, connection, platform, diameter, gingival height, angle and product code before ordering.

Components and screws designed for different implant systems, platforms or brands must not be mixed. A product ordered for the wrong system, platform or connection will be treated as an incorrect product selection unless the product information or compatibility advice provided by Dental Home was incorrect.

Please contact us before ordering if you are uncertain about product compatibility. Photos, product codes and relevant implant-system information may be required for verification.

Damaged, Defective or Incorrect Products

Please inspect your order immediately after delivery.

If you receive a damaged, defective or incorrect product, contact us as soon as reasonably possible. Contacting us within seven days after delivery will help us investigate shipping damage and submit any necessary carrier claim. This request does not limit any mandatory rights available under applicable law.

Please retain the product, original packaging, shipping label and lot information. Do not use, install or sterilize a product that may be defective, damaged, contaminated or incompatible.

After reviewing the available evidence, we may offer a replacement, partial refund or full refund, depending on the circumstances and applicable law.

Non-Returnable Products

The following products cannot be returned under our voluntary 30-day return policy:

• Custom-made, specially ordered or personalized products, unless defective or not manufactured according to the agreed specifications;

• Sealed products that are not suitable for return for genuine health-protection or hygiene reasons after the seal has been opened;

• Products that have been used, installed, sterilized, modified, damaged, contaminated or placed in a patient’s mouth;

• Products with missing, altered or unreadable labels, lot numbers or identification information;

• Products not purchased directly from Dental Home.

These exclusions do not apply where a product is defective, incorrectly supplied or where applicable law requires us to accept the return.

Exchanges

We do not normally process direct exchanges. The fastest method is to return the eligible product and place a separate order for the correct product after the return has been approved.

Please contact us first if an exchange is required because we supplied an incorrect or defective product.

European Union Consumers

This section applies only to individual consumers acting outside their trade, business, craft or profession. It does not normally apply to purchases made by dental clinics, laboratories, distributors or other professional buyers for business purposes.

Where applicable, European Union consumers have the legal right to withdraw from an eligible online purchase within 14 days after receiving the goods, without giving a reason.

To exercise this right, the consumer must send us a clear statement of withdrawal before the 14-day period expires. The consumer must then return the goods within 14 days after notifying us of the withdrawal.

The consumer is responsible for the direct cost of returning the goods unless we agree otherwise, failed to provide the legally required information about return costs, or the goods are defective or incorrectly supplied.

For an eligible statutory withdrawal, we will refund the payments covered by applicable law, including the cost of the least expensive standard outbound delivery method offered by us. Additional costs resulting from the customer choosing express shipping or another more expensive delivery method will not be refunded.

We will make the required refund within 14 days after being informed of the withdrawal. Where permitted by law, we may withhold the refund until we receive the returned goods or the consumer provides evidence that the goods have been sent back, whichever occurs first.

The statutory right of withdrawal may not apply to:

• Products made to the customer’s specifications or clearly personalized; or

• Sealed products that are not suitable for return for genuine health-protection or hygiene reasons after being unsealed, where the legal requirements for this exception are satisfied.

The consumer may be responsible for any reduction in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the product.

Rights relating to defective or non-conforming goods are separate from the right of withdrawal and remain subject to applicable consumer law.

Refunds

We will inspect returned products and notify you whether the refund has been approved.

For returns under our voluntary 30-day policy, approved refunds will normally be issued to the original payment method within 10 business days after inspection.

Different deadlines may apply where mandatory consumer law requires an earlier refund. For eligible European Union statutory withdrawals, the refund provisions stated in the “European Union Consumers” section above will apply.

Your bank, credit card company or payment provider may require additional time to process and post the refund.

If more than 15 business days have passed since we confirmed approval of a voluntary refund, please contact us:

Email: dentalhome1023@gmail.com
WhatsApp: +86 133 1665 2122