Returns and Refunds

We follow a fair and transparent returns process. Every request is reviewed by our support team to ensure a quick and hassle-free experience.

Return Window

  • Customers may request a return within 7 days from the date of delivery.
  • Requests made after 7 days will not be eligible.
  • Orders cannot be cancelled once they have been dispatched.

Eligibility for Returns

  • Returns are only accepted if the product is:
    • Damaged during transit
    • Defective / not functioning as intended
    • Wrong item delivered
  • Returns are not accepted for “change of mind” or incorrect product selection.
  • For any damage or missing item claims, customers must provide an unedited and uncut unboxing video captured from the moment of opening the sealed package. Claims without video evidence will not be accepted.
  • Manufacturing defects do not include damage caused by mishandling, dropping, incorrect use, or modifications made by the customer.
  • Returned items must be clean, unused, and in original packaging with all accessories. Items that show signs of use, stains, scratches, or markings will be rejected.

Return Process

  • Customers must raise a request via email/WhatsApp/phone, sharing their Order ID and clear photos/videos of the issue.
  • Our support team will review the request and confirm the next steps.
  • Return shipping charges may apply depending on the nature of the issue. If the error is on our side, we will cover the cost.
  • Returned products must be packed in the same protective packaging style in which they were delivered. Damage caused by inadequate repacking will not qualify for refund or replacement.
  • All accessories, components, screws, teeth, articulators, or instructional cards received with the product must be returned. Missing components will result in rejection of the return.
  • Any signs of tampering such as broken seals, missing inner packaging, or altered product components will void eligibility.

Inspection & Approval

  • All returned items will undergo quality inspection.
  • Refunds or replacements will be processed only after successful inspection of the returned product.
  • If the returned product does not pass inspection (e.g., used, damaged by customer, or incomplete), the request will be rejected.

Refunds

  • Prepaid Orders: Refunds are processed within 5–7 working days after inspection approval, to the original payment method (minus MDR fees if applicable).
  • COD Orders: Refunds will be processed via bank transfer after customer shares bank details.
  • COD collection fees charged by the courier are non-refundable.
  • Shipping charges are non-refundable, except when the error is on Evodent’s side.
  • Refunds are processed within 5–7 working days after inspection approval.

Replacements

  • Where stock is available, Evodent will issue a replacement instead of a refund.
  • If replacement is not possible, a refund will be provided.

Non-Returnable Items

  • Bulk & institutional orders are packed specially so they are not eligible for return.
  • International orders involve high freight and customs costs, making returns financially impractical.
  • Products that are used, tampered with, or not in original packaging.