Refund Policy
We have a 100-day return policy on all Dentox electrical devices, which means you have 100 days after receiving your item to request a return. This is in addition to the 12-month manufacturer defect warranty as standard.
Returns – No Processing Fee
Please note that while there is no processing or handling fee for returns, you are responsible for the shipping costs to return the product to us.
Please note that to be eligible for a return and refund your item must not have physical damage caused by dropping it or improper actions. The item must be unused and still sealed in the cellophane wrapper. For defect issues, you may be required to send us a video in order for our technical team to assess the issue before we can process the return/refund. This not only helps us improve our products by identifying issues early on but sometimes the issue can be due to improper usage – in which case, we can advise on correct operation.
To receive your refund, your item must be purchased directly from our website and returned to us in its original packaging. Once your return has been received and inspected, we will send a follow-up email confirming this and whether the refund has been approved. Please note your refund can only be processed on the payment card/method used during your transaction, and it may occasionally take up to two weeks for your refund to be processed. If it has been over two weeks and your refund has not been received, please contact your credit card company or bank as it may take some time before your refund is officially posted.
To start a return, contact us at contact@dentox.ca.
If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
If you have any questions, please contact us at contact@dentox.ca.
Defective Items
Although very infrequent, as every item is tested before leaving our facility, defects can occur from time to time. In this scenario, you may be asked to provide a video or images of the issue. If we determine there is a defect with your product, we will provide free returns (including shipping costs) and a full refund, or a replacement device for a period of 12 months from purchase.
Cleaning Tablets
We do not accept the return of cleaning tablets.
Incorrect Shipping Information
It is your responsibility to ensure you have entered the correct shipping details at checkout. If you think you have entered something incorrectly, please contact us immediately to see if we can change the details for you. If the order has already shipped, while we will do our utmost to help, we cannot offer a refund or replacement for the lost device.
Shipping Delays
Occasionally, there are delays with the courier networks we use. Whilst this is uncommon, it does happen from time to time. If your order has not arrived within a sensible time period, we will endeavor to find your parcel. This may result in us opening a case with the courier – in order for us to lodge a claim for your missing parcel, we need 15 clear days during which the parcel has not been scanned. Consequently, we can only re-send the item or provide a refund after this period has elapsed.
Replacement Orders
If you have accepted the offer of a replacement order for any delivery issue, defective device, or for any other reason, there will be no recourse for further refund or replacement except at our discretion.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-returnable Items
Please get in touch if you have any questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14-Day Cooling-Off Period
Notwithstanding the above, if the merchandise is being shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
Refunds
We will notify you once we have received and inspected your return, and inform you if the refund was approved or not. If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please remember that it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at contact@dentox.ca.
Subscriptions
You are free to cancel, pause, or modify your subscription at any time prior to the subscription activating. Once the subscription order has activated, we cannot cancel your order and it will be subject to the usual refund & returns policy detailed above. You can manage your subscription in the Manage My Subscription section of the website or contact us at contact@dentox.ca.
