1. Returns requested by legal entities
The legal right of withdrawal within 14 days is intended for consumers who are individuals acting outside their professional activity.
A return requested by a legal entity may be accepted only with the express agreement of DENTAL EQUIPMENT STORE S.R.L. and under the conditions communicated for that specific request. This provision does not remove the legal entity’s rights regarding incorrectly delivered or non-compliant products, according to the contract and applicable legislation.
2. Fill in the online return request
Before shipping the product, please register the request on the DENTEQUIP online platform:
In the form you will be asked for:
- contact details;
- the product you want to return;
- the preferred resolution option;
- other information
After completing and submitting the form, you will receive by email:
- confirmation that the request has been registered;
- the request number;
- instructions for shipping the product;
- a personalized link where you can track the return status.
You do not need to print the form or include a copy of it in the parcel. All information is recorded electronically.
Carefully check the email address entered. If you do not receive the confirmation message, also check the Spam/Junk folders.
3. Situations in which a return can be requested
Sealed delivered products that have been unsealed and which, for health protection or hygiene reasons, can no longer be safely marketed cannot be returned.
The return may be refused especially if the product:
- has come into direct or indirect contact with blood, saliva, or other bodily fluids;
- has been used, tested, or tried on a patient;
- shows signs of use or there is a reasonable suspicion of biological contamination;
- was delivered in sterile packaging and the packaging has been opened, punctured, damaged, or is no longer intact;
- has the hygiene or protection seal opened, broken, or removed;
- is intended for single use and the individual packaging has been opened;
- can no longer be disinfected or sterilized under conditions that allow its subsequent sale in complete safety;
- has been stored, handled, or transported after unsealing in conditions that may compromise sterility or sanitary safety;
- is part of a sterile or sealed set that has been opened, even if some components have not been used.
Do not send potentially biologically contaminated products before receiving instructions from DENTEQUIP. In the online request, it must be clearly stated whether the product has been used or has come into contact with a patient or with bodily fluids.
Opening the outer transport box does not constitute unsealing the product, as long as the individual packaging, hygiene seal, and sterile barrier have remained intact.
Return within 14 days
Only the consumer, an individual who purchases products for purposes unrelated to their commercial or professional activity, benefits from the right to withdraw from the contract within 14 calendar days of receiving the product, without being obliged to justify their decision.
To meet the deadline, it is sufficient for the withdrawal request to be sent before the 14 days expire. The product must be shipped back within no more than 14 days from communicating the withdrawal.
Product not compliant with the information presented
If the product received does not match the order or shows a non-compliance, fill in the online request as soon as possible and describe the situation found.
For a quick resolution of the incident, we recommend submitting the request within the first 48 hours of receiving the parcel. This recommendation does not limit the consumer’s legal rights regarding product non-compliance.
Depending on the situation and the applicable legal provisions, the resolution may involve repairing or replacing the product, a proportional price reduction, or termination of the contract.
Wrong product or quantity delivered
If you received a different product than the one ordered or a different quantity, fill in the online request as soon as possible, preferably within the first 48 hours from delivery.
If the ordered product is no longer available, you will be able to choose, as applicable, an alternative product or a refund of the corresponding amount.
Non-functional or damaged product on delivery
If the product is non-functional, shows transport damage, missing components, or other defects found upon receipt, register the online request immediately.
Attach clear photos of:
- the product;
- the outer packaging;
- the protective materials;
- the shipping label;
- the damage or missing components.
In the case of a confirmed non-compliance, the costs necessary to bring the product into conformity, including transport, will be borne by DENTAL EQUIPMENT STORE S.R.L., according to applicable legislation.
4. Preparing and packaging the product
The product must be returned together with all accessories, components, and documents received upon delivery.
Pay special attention to packaging. Improper packaging may cause damage to the product during transport and may delay the processing of the return.
Before shipping:
- use a sturdy box, suitable for the product’s dimensions and weight;
- protect the product on all sides with cushioning materials;
- fill empty spaces so that the product does not move inside the box;
- pack accessories and fragile components separately;
- use, if possible, the original packaging, protected inside an additional box;
- seal the parcel with strong adhesive tape;
- we recommend insuring the parcel for fragile or high-value products.
Proper packaging and protection of the product are the responsibility of the sender. Damage occurring during transport due to insufficient or improper packaging may be charged to the sender.
DENTEQUIP may photographically document the condition of the parcel and the product upon receipt.
5. Condition of the returned product
When exercising the right of withdrawal, the customer may inspect the product only to the extent necessary to establish its nature, characteristics, and functioning, similar to the inspection that would be possible in a physical store.
The customer is liable for any diminution in the product’s value caused by handling that exceeds this limit.
The product should be returned, as far as possible:
- in the original packaging;
- with all accessories and components;
- with labels and identification elements intact;
- together with the documents that accompanied it;
- without signs of use beyond normal inspection.
The lack of the original packaging does not automatically cancel the right of withdrawal, but damage, excessive use, missing accessories, or improper packaging may lead to a reduction of the refunded value, under the law.
6. Shipping the product
Ship the product only after registering the online request and reviewing the instructions received by email.
The return address is:
DENTAL EQUIPMENT STORE S.R.L.
Strada Chișodei nr. 81
Timișoara, 300432
Phone: +40 770 713 820
You can use the SAMEDAY easyway app or any other courier service that allows you to request online pickup of the parcel from your address without having to go to a courier office, and that allows shipment tracking and keeping the shipping document until the return is completed.
7. Shipping costs
In the case of withdrawal from the contract without invoking a non-compliance, the direct cost of returning the product is borne by the customer.
In the case of incorrectly delivered products, products damaged during transport, with missing components, or non-compliant products, the transport costs necessary for resolution will be borne by DENTAL EQUIPMENT STORE S.R.L., after verification and confirmation of the situation.
Follow the instructions received by email before ordering transport.
8. Product replacement
If replacement with another product is established:
- for a more expensive product, the customer will pay the difference;
- for a cheaper product, the difference will be refunded;
- if the desired product is no longer available, the customer will be presented with the options applicable to their situation.
9. Refunds
The refund is generally made using the same payment method used for the initial transaction, except where the customer expressly requests another method.
For orders paid by card, the amount will be refunded through the same payment channel, to the account from which the transaction was made.
For orders paid cash on delivery or by bank transfer, the customer may be asked for bank account details.
In the event of exercising the right of withdrawal, the refund is made within the legal term of maximum 14 days from the date of informing DENTEQUIP about the withdrawal decision. The refund may be postponed until receipt of the product.
Under the law, the refund also includes the cost of the initial standard delivery. Additional costs resulting from choosing a delivery method more expensive than the standard delivery offered by DENTEQUIP are not refunded.