Refund policy
Refund & Return Policy
Last updated: August 18, 2026
At Dentterity, we want the return process to be simple and transparent. This policy explains your rights and the procedure for returns, withdrawals, cancellations, and refunds.
1. Right of Withdrawal
Consumers purchasing products online have the right to withdraw from the contract within 14 calendar days, without having to provide a reason, in accordance with applicable consumer protection legislation.
For orders containing a single product, the withdrawal period begins on the day on which the consumer, or a third party designated by the consumer other than the carrier, takes physical possession of the product.
For orders containing multiple products delivered separately, the withdrawal period begins on the day on which the consumer, or a third party designated by the consumer other than the carrier, takes physical possession of the last product.
To exercise the right of withdrawal, the consumer must communicate their decision to Dentterity before the applicable 14-day period expires.
2. Electronic Withdrawal and Cancellation Requests
Customers may submit a return or cancellation request electronically through their Dentterity customer account.
For eligible orders, customers can access the relevant order and use the available return or cancellation function.
A cancellation request may be submitted before the relevant items have been fulfilled. If an order has already been fulfilled or dispatched, the customer may instead exercise the applicable right of withdrawal and return the product in accordance with this policy.
Customers may also communicate their decision to withdraw by contacting Dentterity at:
Email: contact@dentterity.com
The availability of the electronic withdrawal function does not prevent consumers from exercising their withdrawal rights through another valid and unequivocal statement permitted by applicable law.
3. Return Conditions
Returned products should:
- not show signs of use beyond what is necessary to establish their nature, characteristics, and functioning;
- include all accessories and components originally received;
- be returned, where reasonably possible, in their original packaging;
- be properly packaged to prevent damage during transportation;
- be identifiable as belonging to the relevant order through the order number, invoice, or other information provided by the customer.
Consumers may handle and inspect products only to the extent necessary to establish their nature, characteristics, and functioning.
4. Diminished Value of Returned Products
The consumer is responsible for any diminished value of the product resulting from handling beyond what is necessary to establish its nature, characteristics, and functioning.
If a returned product shows damage, excessive signs of use, missing components, or other depreciation attributable to the customer, the amount refunded may be reduced proportionally to the diminished value, in accordance with applicable law.
5. Return Shipping Costs
Where the right of withdrawal is exercised for reasons not attributable to Dentterity, including where the customer has simply changed their mind, the direct cost of returning the product is borne by the customer.
The customer is responsible for arranging the return shipment using a carrier of their choice and for paying the shipping cost directly to that carrier.
Dentterity does not charge a return-processing or restocking fee and does not deduct the return shipping cost from the refund.
Return parcels must not be sent Cash on Delivery (COD) to Dentterity.
We recommend using a trackable shipping service and retaining the shipping receipt and tracking number until the return has been completed.
If the return is required because of an issue attributable to Dentterity, such as an incorrect, incomplete, defective, or transport-damaged product, please contact us before arranging the return shipment. Where applicable, Dentterity will bear the necessary return shipping costs and provide appropriate return instructions.
6. Products Excluded from the Right of Withdrawal
The right of withdrawal may not apply to certain categories of products where an exception is provided by applicable law, including:
Digital Products
For digital content not supplied on a tangible medium, the right of withdrawal may cease once supply has begun, provided that the consumer has given the required prior express consent and acknowledged the loss of the right of withdrawal in accordance with applicable law.
Personalized Products
Products made to the customer's specifications or clearly personalized may be excluded from the right of withdrawal where provided by applicable law.
Sealed Products for Health Protection or Hygiene Reasons
Sealed products that are not suitable for return due to health protection or hygiene reasons may be excluded from the right of withdrawal if they have been unsealed after delivery.
Gift Cards
Gift cards cannot be exchanged for cash, without prejudice to any mandatory statutory consumer rights that may apply.
7. Orders Placed by Businesses
The statutory right of withdrawal described in this policy applies to persons who qualify as consumers under applicable law.
For orders placed for professional or commercial purposes by companies, sole traders, professionals, or other persons or entities that do not qualify as consumers, return requests may be reviewed individually and accepted subject to a separate commercial agreement.
8. How to Return a Product
After submitting a return request electronically through the Dentterity customer account or otherwise communicating the decision to withdraw, the customer will receive the necessary return instructions, including the address to which the product must be returned.
The customer must send the product back without undue delay and no later than 14 days from the date on which the decision to withdraw was communicated.
The deadline is met if the product is dispatched before the 14-day return period has expired.
For returns where the customer is responsible for return shipping, the customer must arrange and pay for the return shipment directly with the carrier.
We recommend retaining proof of shipment until the return and refund process has been completed.
Do not send return parcels Cash on Delivery (COD).
9. Defective, Damaged, Incorrect, or Incomplete Products
If:
- the product is defective;
- the product was damaged during transportation;
- you received a product different from the one ordered;
- products, components, or accessories are missing,
please contact us at contact@dentterity.com before arranging a return shipment.
We will review the situation and provide appropriate instructions.
Where the issue is attributable to Dentterity, the customer will not bear the shipping costs necessary to resolve the issue.
Nothing in this policy limits any statutory rights or remedies available to consumers in relation to defective or non-conforming goods.
10. Inspection of Returned Products
After receiving a returned product, Dentterity may inspect it to determine its condition.
If the product has suffered a loss in value because it was handled beyond what was necessary to establish its nature, characteristics, and functioning, the refund may be reduced proportionally to the diminished value, to the extent permitted by applicable law.
11. Refunds
Where the right of withdrawal is validly exercised, Dentterity will reimburse all payments received from the consumer that are required to be reimbursed under applicable law, including the cost of the initial standard delivery, where applicable.
If the customer expressly selected a delivery method that was more expensive than the least expensive standard delivery method offered by Dentterity, Dentterity is not required to reimburse the additional cost resulting from that choice.
Refunds will be made using the same payment method used for the original transaction unless the customer expressly agrees to another method, provided that the customer does not incur additional fees as a result.
Dentterity will issue the refund without undue delay and no later than 14 days from the date on which we are informed of the consumer's decision to withdraw.
For sales of physical goods, Dentterity may withhold reimbursement until:
- the returned products have been received; or
- the customer provides evidence that the products have been sent back,
whichever occurs first.
The direct cost paid by the customer to return the product to Dentterity is not reimbursed, except where Dentterity is responsible for the return or has expressly agreed to bear that cost.
12. Contact
For questions regarding returns, withdrawals, cancellations, or refunds, please contact:
Dentterity
Dental Retreat Agency SRL
Email: contact@dentterity.com
Customer support: Monday–Friday, 08:00–16:00 (Romania time)
We aim to handle every return and refund request fairly, transparently, and in accordance with applicable consumer protection legislation.