Returns & Refunds

Consumers have the right to file a complaint or return goods purchased from the online store within 14 days of receiving them. When withdrawing from the order, the consumer is obliged to return the purchased goods in undamaged commercial appearance and with intact packaging.

Additionally, if the consumer has paid for the goods, the amount paid for the returned goods will be refunded to the bank account specified by the consumer or to the card used for payment, within 14 days after the goods are returned. If the consumer does not return the goods with the packaging intact, the amount paid will not be refunded.

A complaint is filed when the purchased goods do not match what was agreed between the parties. Non-conformities may include:

• manufacturing defects of the goods;
• missing parts of the goods;
• the wrong item was shipped, different from what was ordered;
• discrepancy with the stated quantity;
• damage to the goods during transport.

Complaints may be submitted to our team by email or phone within 14 days of receiving the goods. When filing a complaint, the consumer may choose between returning the goods for a refund of the amount paid or exchanging them for another item of the same value (with or without additional payment).

Returning goods under a complaint, in cases other than manufacturing defects or transport damage, is carried out under the following conditions:

• preserved good commercial appearance (the item has not been unpacked, scratched, or used);
• no damage caused by improper use;
• preserved original packaging and label.

Returning goods in the case of withdrawal or complaint, as well as exchanges, can be carried out as follows:

• The consumer must use the services of the courier company that Dental Longevity Empire works with.
• The consumer must send the goods to the merchant's address indicated on the waybill received with the shipment, or contact us at [email protected] to obtain a return address.
• The consumer bears the transport costs in both directions (outbound and return, if a return applies), unless the exchange was necessitated by the fault of the online store.

When contacting our team, please indicate the order number and the reason for the return or complaint so that we can assist you as quickly as possible.