Thank You for Shopping at Dentmark.com (R&D Impex International)

We are always dedicated to customer satisfaction. If you are not completely satisfied with your purchase, We’re here to help. We have a replacement and refund policy for transparency with our customers about our business. Transparency is required to practice ethical business and clarify all doubts of our respected customers. All the points are mentioned in this policy. Still if you have any query or doubt, you are always welcome to contact our dedicated customer care team through various channels – Phone Call, WhatsApp or Email as per your convenience.

Some products have different policies or requirements for a refund associated with them, including some products that are not eligible for a refund under any circumstance. Kindly check below for refund terms applicable to such products.

Do read all sections carefully to understand the terms and conditions and cases under which replacement will be accepted.

General Replacement Policy

• You have 7 calendar days to replace an item from the date you received it.



For refund verification, your product will be checked for the following conditions after received to us:

Category	Conditions
Complete Product	All original in-the-box, MRP tag intact, user manual, warranty card, accessories & freebies and combos (if any) should be present. Your item needs to have the receipt or proof of purchase.
Unused Product	The product should be unused, unwashed, unsoiled, without any stains and with non-tampered quality check seals/ warranty seals (wherever applicable). Before returning any product.
Undamaged Product	The product should be undamaged and without any scratches, dents, tears or holes etc. while in your possession.
Undamaged Packaging	Product's original packaging/box should be undamaged.

• If you have to replace an electronic device that stores any personal information, please ensure that you have removed all such personal information from the device prior to replace. Dentmark shall not be liable in any manner for any misuse or usage of such information.
• Products may not be eligible for replace in some cases, including cases of BUYER'S REMORSE such as incorrect model or color of product ordered or incorrect product ordered.
• Products marked as "non-returnable" on the product detail page cannot be returned.
• Products may be eligible for replacement only if we have the exact same item in stock.
• If you ask for replacement and we do not have the exact same product in stock, customer will have option to choose other products which are in stock for same amount
  • If the amount of another selected product is more than the replacing product then customer have to pay the difference.
  • If the amount of another selected product is less than the replacing product then customer can choose:
  • Add more products in the same cart or we will refund the difference as per customer’s request.
• Products purchased by international customers are not eligible for returns. However, orders made by international customers are eligible for refunds.

Category, Return Window and Actions possible

All Products

7 Calendar days replacement only In order to help you to resolve issues with your product, we may troubleshoot your product either through online tools, over the phone, and/or through a call from the technical team. If a defect is determined within the replacement Window, a replacement of the same model will be provided at no additional cost Note - If the rectification comes frequently then rectification cost will be applicable as per T&C.

Non-Returnable Products

Products may not be eligible for return in some cases, including cases of BUYER'S REMORSE such as incorrect model or color of product ordered or incorrect product ordered.

There are products which are non-returnable due to the consumable nature of the product.

However, in the unlikely event of damaged, defective or different items delivered to you, we will provide a free replacement as applicable. You should contact us to ascertain the damage or defect in the product prior to issuing replacement.

Products Are Not Eligible For Returns:

No Returns categories	Any returnable product exceed the time for return (7 Calendar days) cannot return or replace at any cost.
	The following table contains a list of products that are not eligible for returns as per the company Returns Policy.
Equipments	Dental Compressors, UV chambers and Autoclaves, X-ray Units, Model Trimmers, Apex locators and Endomotors, Ultrasonic Cleaners and Scalers, Micromotors, Implant Motors/Physiodispenser, Bleaching Light and light cure units, Amalgamator, Gas torch, Lc08 lightcure, Gp cutter, Bleaching Thermoplastic Sheets.
Products directly used on Patients.	Elastomerics Ligature Ties Modules, Elastomerics E Chain, Elastomerics Separators, Saliva Ejector, Aspirator Tubes & Tips, Without warranty product, Orthodontic trainers, Water Flossers, Chin Caps, headgear, face masks.
Occupational Health & Safety Products (e.g. masks, gloves, safety glasses etc.)	This item is non-returnable due to hygiene/health and personal care/wellness nature of the product.
Lead-acid Batteries	This item is non-returnable due to consumable nature of the product.
Dental furniture.
Covid products.
Rocket brand handpiece and cartridges.
Dental gift items.
Consumable goods.
Dental compressor spares.
Dental spare parts.
Dental material.
All kind of Cutters (like – Instrument Cutters etc.)
All kind of Burs.
All kind of Tips (like – Electrocautery tips, Obturation Pen tips, G.P. Cutter’s tips etc.)
All kind of Files
All kind of Wires
All kind of Brackets / Braces
All the products covered under the category of clearance sale are not liable for return, replacement or refund

However, in the unlikely event of damaged, defective or different item delivered to you, we will provide a full refund or free replacement as applicable. We may contact you to ascertain the damage or defect in the product prior to issuing refund/replacement

Note:

• If you've received a product (returnable or non-returnable) which is damaged, defected, different, and/or not complete then you have to contact us by email or WhatsApp message within 48 hours from the delivery of the product. Raising a replacement request any time after 48 hours of order delivery will result in your replacement request being rejected.
• Once confirmed the product is returnable and you are permitted to return the product by our customer care team, you have to courier the product within 10 days of the product delivered to you. Products not shipped within 10 days will not be eligible for return.
• If you've received a product (returnable or non-returnable) which is damaged, defected or different, you have to contact us by email or WhatsApp message within 48 hours from the delivery of the product. Raising a replacement request any time after 48 hours of order delivery will result in your replacement request being rejected.
• For any product a replacement is to be given, the replacement will be processed once the returned product has been received from the customer to us and all conditions are verified.
• In certain cases where the manufacturer is unable to process a replacement for any reason whatsoever, a refund will be given in your Dentmark Pay Balance account in 2 hours or amount will be refunded in 10 business days in the customer account as per your convenience

Refunds

Once we receive your products, we will inspect it and notify you that we have received the returned products. We will immediately notify you the status of your refund after inspecting the products.

If your return is approved, we will initiate a refund in your account as in Dentmark Pay Balance or National Electronic Funds Transfer (NEFT).

• For manufactured damaged/defective products, we will issue a refund if the item cannot be repaired or replaced.
• Only the authorized person of dealer/clinic/hospital who has ordered can ask for refund/replacement.
• Refund will be provided only to the customer who has placed the order. Billing Name & Account Holder Name should be same for refund.
• Refunds will not be processed in cash.

Refund Time-frame:

The refund time period for different modes of payments is provided below.

Available refund method	Refund Time-frame
	After the return is received and checked by Us.
Prepaid Orders
NEFT to Bank Account	Within 10 Business Days
Dentmark Pay Balance*	2 hours
Cheque/Demand Draft	Within 14 Business Days
Pay on Delivery Orders
NEFT to Bank Account	Within 10 Business Days
Dentmark Pay Balance	2 hours
Cheque/Demand Draft	Within 14 Business Days

If the standard time-frame as mentioned in the above table has expired and you have still not received the refund, please contact your bank for more information. Refunds will not be processed in cash. Refunds can be processed via paper cheque only in exceptional cases.

• If we receive a payment failure notice from your bank, a refund will be issued through a demand draft or paper cheque.

We will send you an email , call or SMS/WhatApp message asking you to call us and provide your name and address where you want the demand draft to be sent. After we receive these details, the refund will be initiated.

Note: Refunds cannot be processed to third-party accounts. If there will be any change of payment method or in personal info then refund will only be initiated once verified that the person who is requesting the refund is the same who had ordered.

Shipping Cost Refund Policy:

• If there is a manufacturing defect or any fault of our company will bear shipping cost for both sides. (Your address should not be changed).
• If there is no manufacturing defect or any fault of our company then you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non¬refundable.
• If you receive a refund, the cost of return shipping will be deducted from your refund.
• In case of returns where you would like item(s) to be picked up from a different address, the address can only be changed if pick-up and delivery service is available at the new address.
• If the address is changed then the buyer has to bear the additional shipping cost (if there will be any additional shipping cost applicable) even if there is any manufacturing defect or wrong product delivered by us or any fault of our company.



Note:

• Make sure you don’t return any item without confirmation from our customer support team.
• When you shipping the product for any purpose – exchange/return or repair and it is damaged on the way then we are not responsible for that. In this case you have to check with Courier Company only. We will count as it is damaged from your side. You might can insurance your product from courier as well.
• We will not refund the shipping cost incurred in case of remorse returns.
• In case the desired product is unavailable with us then we'll issue a Dentmark Pay Balance of the paid amount which can be used for future purchases or we will refund the amount in your bank account.
• Exchange/Return request will not be considered more than once against one particular order. You can send email or call our dedicated team within 48 hours of receiving the product. You can return the product to the following address only when you get confirmation from our team for the return:

R & D IMPEX INTERNATIONAL,
B-28-1341/31-C, PAKHOWAL ROAD,
SHAHEED KARNAIL SINGH NAGAR, PHASE III
LUDHIANA -141002 PUNJAB

Cancellation or Modification

Can I cancel my order?

Yes, you can but you can do so within 6 hours of placing an order or before we have processed your order by contacting our customer care team Call or Whatsapp: +91-7888493926.

Can I modify my order once it is placed?

Yes, you can modify the order or shipping address of your order by contacting our customer support team at +91-7888493926. Our customer care associates can modify your order if you contacted us before we have processed it. This is subject to availability of the required product.

Can I alter Invoice/Billing details- Name, Address or GST No.?

Any alteration of Billing Name, Address or GST number is possible ONLY before we processed your order. Once your order is dispatched, any alteration of Billing Name, Address or GST No. is not allowed.

When and how would I receive a refund of the order I have cancelled?

• If you had placed an order by selecting Pay on delivery option, there is no amount to refund because you haven't paid for that.
• If you have placed a prepaid order then we will issue a refund of the same amount in your account as a Dentmark Pay Balance within 2 hours. Or the amount will be credited in your bank account within 10 Business days

Warranty Policy

We are happy to provide you our best services to help you. Our products are best in quality, just in any case if there is a requirement to repair the product and it is under warranty period, just contact our dedicated customer support team for resolving the issue. We will provide our best service to repair as soon as possible.

Onsite Service will not be provided, Product has to be sent to our following address for repair:

R & D IMPEX INTERNATIONAL,
B-28-1341/31-C, PAKHOWAL ROAD,
SHAHEED KARNAIL SINGH NAGAR, PHASE III
LUDHIANA -141002 PUNJAB

Note:

• For availing the warranty option you must have a warranty card and conditions of warranty should be fulfilled as mentioned on warranty card.
• Kindly add a small note on slip about what exactly you want to repair while shipping your product so that we can deliver it back to you as soon as possible.
• Physical damage to the product will not be covered under warranty i.e. any dent in product, any breakage or product in tampered condition will not be repaired under warranty



Shipping Cost for products under warranty:

• One side cost of shipping will be borne by you when you will send the product to us to repair. For another side cost will be borne by us when we will send you the repaired/replaced product

* Dentmark Pay Balance can be used in your future purchase.

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All legal disputes will be settled in Ludhiana’s jurisdiction, Punjab, India.