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Refund policy

Return Policy

Pac-Dent is committed to providing quality products and service. Please review the policy below before submitting a receiving claim or return request. Customers are responsible for inspecting all shipments immediately upon delivery.

Claims Related to Product Issues

  • Reporting Window: Any claim related to defective items, shortages, overages, missing items, or incorrect shipments must be reported to Pac-Dent within 15 business days from the delivery date. Claims submitted after 15 calendar days from delivery may not be accepted.

  • How to File: Claims must be submitted through order@pac-dent.com.

  • Required Documentation: To help us process claims quickly, please provide your receiving records, invoice number, purchase order number, item number, quantity affected, lot number (if applicable), photos of the product and packaging, and any other relevant supporting documentation.

  • Resolution: For approved claims, Pac-Dent may provide a replacement, credit, or refund at its discretion.

  • Freight Coverage: Pac-Dent will cover standard return freight only for approved defective, damaged upon arrival, or mis-shipped items. Expedited freight charges will not be reimbursed unless approved in advance.

  • Exclusions: Pac-Dent does not accept claims for products damaged due to misuse, mishandling, improper storage, customer negligence, or unauthorized modification.

Carrier-Related Claims

Carrier-related claims include, but are not limited to, damaged shipments, lost shipments, missing cartons, and other freight-related issues occurring during transit.

  • Pac-Dent Shipping Account: For shipments sent using Pac-Dent's shipping account, Pac-Dent will file the claim with the carrier.

  • Customer Shipping Account: For shipments sent using the customer's shipping account, the customer (receiver) is responsible for filing any freight claims directly with the carrier. Pac-Dent will provide reasonable assistance and supporting documentation upon request.

Return Authorization Required

  • Pre-Approval: All returns require a Return Authorization (RA) number before products are sent back. To request an RA number, please email order@pac-dent.com within the applicable 15-business-day window from delivery.

  • Unauthorized Returns: Returns without a valid RA number will not be accepted and will be returned to the shipper at the shipper's expense.

  • Labeling: The RA number must be clearly marked on the outside of the shipping carton or included on the shipping label. Please do not write directly on the manufacturer's product box.

  • Expiration: RA numbers are valid for 15 business days from the date of issuance. Returns received after the expiration date may be refused.

Eligible Returns

To be eligible for a return, products must meet all of the following requirements:

  • Unused and unopened

  • In original packaging

  • In resalable condition

  • Complete with all original packaging, manuals, accessories, labels, seals, and components

  • Returned with a valid Return Authorization number

Pac-Dent reserves the right to refuse any return or claim that does not meet these requirements, or for products damaged due to misuse, mishandling, improper storage, customer negligence, or unauthorized modification.

Non-Defective Returns

  • Restocking Fee: Approved non-defective returns are subject to a minimum 25% restocking fee, calculated based on the original wholesale or invoice price.

  • Shipping Charges: The customer is responsible for all return shipping and handling charges for non-defective returns. Original shipping and handling charges are non-refundable.

Non-Returnable Items

The following items are non-returnable unless they are defective, damaged upon arrival, or incorrectly shipped:

  • Personal protective equipment (PPE)

  • Teeth whitening products

  • Fluoride varnish

  • Prophy paste

  • Cosmetic and restorative materials

  • 3D printing materials

  • Opened or used products

  • Products with broken seals or damaged packaging

  • Expired or short-dated products

  • Special order items

  • Custom or private label products

  • Discontinued products

  • Products not purchased directly from Pac-Dent or an authorized Pac-Dent distributor

Return Shipping Guidelines

  • Customers should return products using a trackable shipping method (such as UPS or FedEx) and keep the tracking information for their records.

  • Pac-Dent is not responsible for lost returns sent without tracking.

Credit Processing

  • Credit memos will be processed after the returned product is received and inspected by Pac-Dent's warehouse team.

  • Please allow up to 30 days for approved credits to be processed.

  • Pac-Dent reserves the right to deny credit, issue partial credit, or apply additional fees if the returned product does not meet the approved return conditions.