Refund and Returns Policy

Eligibility

We offer a no questions asked 7 days exchange/ refund policy for The Dental Clues.

Process

1. Request for refund/exchange needs to be initiated on thedentalclues@gmail.com.
2. If any further clarification is needed, our executive will reach out to you, before approving the return request over email.
3. The operations team will initiate return collection within 3 working days of request initiation.
4. Post receipt of the returned product, the QA/ QC team will check and approve the return. After approval from QA/QC, a replacement process will be initiated. SLA for returns approval to replacement initiation is 7 working days.

Terms and Conditions

1. You should initiate a request within 7 days of receiving the product(s).
2. The returned product would be checked and approved by our quality assurance/quality control team for below compliance:

• It should not have any custom engraving/ design etc. done at the time of order placement
• It should be complete – no missing parts or accessories
• It should be unused
• It should be undamaged

FOR ALL OTHER PRODUCTS

Eligibility

You may raise a return/ replacement request for any of the following reasons.

• The product is physically damaged in transit. (Ideally, you should not accept the package if you receive a damaged consignment as evident from the packaging)
• The product has a manufacturing defect and is not working properly (in the case of equipment/instrument)
• Product has less than 1 month left from expiry date (in case of perishable products)
• Some part/accessory of the product that should be included is missing
• Received wrong product

Process

1. You are required to raise your request on thedentalclues@gmail.com with appropriate documentation/ proof including but not limited to the following

• Photos/videos of the product showing the relevant issue/defect
• Photo of the shipping label with order ID
• Photo/soft copy of bill/invoice

2. If any further clarification is needed, our executive will reach out to you before approving the return request over email. The Dental Clues may not be able to provide a replacement in case of incomplete or inaccurate information provided by you.

3. Operations team will initiate return collection within 3 working days of requesting approval

4. Post receipt of a returned product, the QA/ QC team will check and approve the return. After approval from QA/QC, a replacement process will be initiated. SLA for returns approval to replacement initiation is 7 working days.

Terms and Conditions

1. You should initiate a request within 7 days of receiving the product(s).
2. Replacement would be offered against all returns requests. In case, the product is out of stock and cannot be replaced at the time of request, then a refund will be issued through payment gateway/credit note/ coupon.
3. Sterile products (vaccines, resins, etc.) will be applicable for return only in case of wrong product delivery
4. The Dental Clues at its discretion can deny a request for replacement if it considers the request to not be genuine.
5. Returned products are approved for refund/ replacement once our quality assurance/quality control team has checked and approved the returned product for below compliance:
   • It should be complete – no missing parts or accessories
   • It should be unused
   • It should be undamaged
   • It should not have any custom engraving/ design etc. done at the time of order placement

Order Cancellation Policy

1. You are eligible for order cancellation and refunds if
   • Order is canceled within 6 hours and the order has not been shipped.
   • The delivery is delayed by more than 21 days from the date of order placement. (Not applicable for made-to-order items, heavy equipment, devices, and furniture)
   • The above cancellation policy does not apply to items that are specially procured for you. We may however consider your request for such cancellation at our discretion.

Refund Policy

1. A refund will be initiated on confirmation of cancellation by our team, and you will receive an email notification on the same.
2. MODES OF REFUND: Your relationship manager will reach out to you to know your refund preference.
   • Refund will be processed within 24 hours of order cancellation
   • The refund to the designated card/bank account/UPI account through the payment gateway will be reversed back to you within 7 days of receipt of the returned goods/ cancellation
   • Refund by NEFT / RTGS transfer to your bank account will be processed within 10 days of receipt of the returned goods/ cancellation.

Terms and conditions for COD orders

• Delivery OTP will be shared on registered mobile numbers and registered mail IDs only.
• The delivery person will reach out to you on the registered mobile number only.
• The delivery person will make 3 attempts at delivery. Failing to deliver in 3 attempts will lead to the return of the shipment.
• In case of wrong/damaged goods, take a picture of the received goods and share it with The Dental Clues within 24 hrs by mail at thedentalclues@gmail.com.
• In case of delivery confirmation message without receiving goods. The Dental Clues must be informed within 24 hrs by mail at thedentalclues@gmail.com.
• In case of a return, 2 attempts of pick-up will be made.
• At the time of pickup, please make sure that the pick-up person seals the package in front of you.