Cancellation, Refund, Shipping and Delivery Policy

Last Updated: 30 August 2026

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1. Definitions

For the purposes of this Policy, the following words and expressions shall have the meanings assigned to them below, unless the context requires otherwise:

• Platform: The website, application, or any digital channel operated by DENTA24 through which products are displayed, orders are received, or purchase transactions are facilitated.
• DENTA24: DENTA24 company, or any affiliated entity, representative, or authorized person acting on its behalf, as applicable.
• Customer: A dentist, dental clinic, medical center, hospital, laboratory, healthcare institution, or any natural or legal person placing an order for products through the Platform.
• Supplier: Any manufacturer, distributor, agent, trader, or third party that supplies, displays, ships, or participates in fulfilling products through the Platform.
• Products: Equipment, devices, tools, supplies, materials, dental products, medical products, laboratory products, professional clothing, or any other goods displayed or ordered through the Platform.
• Order: A purchase, supply request, reservation, or procurement order placed through the Platform or through DENTA24’s official channels.
• Non-Returnable Products: Any products that cannot be returned or exchanged after order confirmation, shipment, or delivery due to their medical, hygienic, technical, regulatory, logistical, or custom-order nature.

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2. Scope of Application

This Policy applies to all Orders placed through the DENTA24 Platform or through any of its official channels, whether the Order is fulfilled directly by DENTA24 or through a Supplier, manufacturer, distributor, or logistics partner. By using the Platform, confirming an Order, or making payment, the Customer acknowledges that they have read, understood, and agreed to this Policy, and further acknowledges that the nature of medical, dental, and laboratory products may make cancellation, return, exchange, or refund limited and subject to specific conditions. This Policy forms an integral part of the Platform’s Terms and Conditions and shall apply together with any product-specific, Supplier-specific, shipping, or warranty terms, provided that such terms do not conflict with any mandatory applicable laws.

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3. Nature of the Platform and Role of DENTA24

DENTA24 operates denta24.com as a specialized e-commerce platform through which Customers place Orders and purchase Products offered through DENTA24. DENTA24 may source Products from, or use the services of, approved Suppliers, manufacturers, distributors, warehouses, shipping carriers, logistics providers, payment service providers, or other third parties to prepare, fulfill, ship, deliver, warrant, or support an Order. The involvement of such third parties forms part of DENTA24’s sourcing and fulfillment model and does not, by itself, transfer the Customer relationship to those third parties. Where an approved Supplier or fulfillment partner is involved, Product availability, preparation time, warranty procedures, country of origin, technical documents, and operational requirements may affect Order fulfillment. DENTA24 nevertheless remains responsible for managing the Customer-facing Order relationship and coordinating support in accordance with this Policy. DENTA24 shall not be liable for delays, rejection, confiscation, or regulatory restrictions arising from the laws of the Customer’s country, customs requirements, permits, or missing documents that fall within the Customer’s responsibility, unless the issue is directly caused by DENTA24.

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4. Order Fulfillment & Delivery Responsibility

DENTA24 (F.Z.C) is the merchant responsible for Orders placed through denta24.com and DENTA24’s approved sales channels. Certain Products may be prepared, fulfilled, packed, shipped, or delivered directly by approved Suppliers, manufacturers, distributors, warehouses, shipping carriers, or logistics providers acting on behalf of DENTA24. Regardless of the fulfillment method, DENTA24 remains the Customer’s primary point of contact for Order support, delivery coordination, payment-related enquiries, shipment follow-up, complaints, and applicable claims under this Policy. Where a Supplier, manufacturer, shipping carrier, or logistics provider must participate in resolving an issue, DENTA24 may coordinate the matter with that third party and may request from the Customer any documents, photographs, serial numbers, inspection records, or other evidence reasonably required to process the matter. The use of a third-party fulfillment provider does not, by itself, require the Customer to pursue that provider directly or remove DENTA24’s customer-service responsibility. This section does not make DENTA24 liable for independent acts, omissions, delays, customs decisions, regulatory restrictions, carrier events, or other matters genuinely beyond DENTA24’s reasonable control, and does not create any warranty beyond those expressly provided under this Policy, the applicable manufacturer or Supplier warranty, or mandatory law.

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5. Nature of Medical and Dental Products

The Customer acknowledges that the Products displayed on the DENTA24 Platform may include medical, dental, laboratory, equipment, devices, or professional supplies intended for use by qualified professionals or licensed establishments. Due to the nature of these Products, many of them may be non-cancellable, non-returnable, or non-exchangeable after Order confirmation, shipment, or delivery, especially where the Product is:

• A medical, dental, or laboratory product.
• A sterile or hygienically sealed product.
• A consumable product.
• A product bearing an expiry date, batch number, or serial number.
• A product affected by temperature, humidity, storage, or transportation conditions.
• A product that has been opened, used, installed, or tested.
• A product ordered, imported, manufactured, or customized specifically for the Customer.
• A product subject to Supplier or manufacturer terms that do not permit return.

This shall not prejudice the Customer’s right to request an appropriate remedy where a material defect, wrong product, or substantial non-conformity with the confirmed Order specifications is proven.

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6. Customer Obligations Before Confirming an Order

Before completing an Order, the Customer must carefully review all relevant details, including:

• Product name.
• Quantity.
• Technical specifications.
• Model number or product code, if applicable.
• Size, color, or type, if applicable.
• Shipping country.
• Delivery address.
• Billing details.
• Import or customs clearance requirements.
• Any required licenses, approvals, or permits in the delivery country.

The Customer shall be responsible for any error or omission in the information provided by them, including address, contact details, clearance requirements, or selection of an unsuitable Product, unless such error is caused by DENTA24 or the Supplier.

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7. Order Confirmation

An Order shall be deemed confirmed upon the occurrence of any of the following:

• DENTA24 or the Supplier receives the full Order amount.
• A deposit or advance payment related to the Order is received.
• An Order confirmation is sent to the Customer through the Platform, email, or any approved communication channel.
• The Supplier begins preparing, reserving, or allocating the Product for the Customer.

After Order confirmation, cancellation may become unavailable or subject to conditions depending on the Order status, Product nature, Supplier terms, and any shipping, preparation, or import costs incurred.

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8. Cancellation Before Preparation or Shipment

The Customer may request cancellation of an Order before preparation, customization, allocation, or shipment has commenced, by submitting a written request to DENTA24 stating the Order number and reason for cancellation. A cancellation request shall not be deemed automatically accepted upon submission. It shall be subject to review of the Order status with the Supplier or operations team. If the Order has not entered the preparation, customization, allocation, or shipment stage, DENTA24 may accept the cancellation and refund the amount paid after deducting any actual non-refundable costs, including but not limited to:

• Payment gateway fees.
• Bank transfer fees.
• Currency exchange differences.
• Actual administrative fees.
• Any amounts paid or reserved by the Supplier based on the Order.
• Any logistical or documentation costs actually incurred.

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9. Non-Cancellable Orders

An Order may not be cancelled after confirmation in any of the following cases, unless DENTA24 or the Supplier agrees otherwise in writing:

• The Product has been shipped or handed over to the shipping carrier.
• The Supplier has started preparing, reserving, or allocating the Product.
• The Product is imported specifically for the Customer.
• The Product is manufactured, modified, or assembled according to the Customer’s request.
• The Product is a medical, dental, laboratory, supply, device, or material that is non-returnable by nature.
• The Product bears a batch number, serial number, or expiry date.
• The Order has incurred shipping, customs, export, import, or documentation fees that cannot be cancelled.
• The Supplier refuses cancellation in accordance with its published or agreed terms.
• The Product is classified as “Special Order”, “Made to Order”, or “Non-Returnable”.

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10. No Return or Exchange Policy

Return eligibility depends on the Product type, condition, Order status, and the circumstances giving rise to the request. Defective, damaged, incorrectly supplied, or materially non-conforming Products may qualify for return, exchange, replacement, or refund under this Policy, subject to the applicable notification, evidence, inspection, and return conditions. Except in the cases expressly stated in this Policy or where mandatory law provides otherwise, Products that are non-returnable by nature or that have been opened, used, installed, altered, or otherwise fail to satisfy the applicable return conditions shall not be accepted for return or exchange. Non-returnable and non-exchangeable items include, without limitation:

• Medical, dental, and laboratory products.
• Opened, used, or tested products.
• Products that have been installed or operated.
• Products from which seals, labels, batch numbers, or serial numbers have been removed.
• Products requiring special storage conditions.
• Sterile or hygienically sealed products.
• Products imported or ordered specifically for the Customer.
• Products delivered in good condition and in conformity with the Order.

This clause shall not limit any mandatory rights of the Customer in cases of defect, error, or substantial non-conformity under applicable law.

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11. Cases Where Return, Exchange, or Refund May Be Accepted

The Customer may request a return, exchange, or refund only in the following cases:

• Delivery of a Product different from the Product confirmed in the Order.
• Delivery of a Product that materially does not conform to the essential confirmed specifications.
• Delivery of a quantity less than the paid and confirmed quantity.
• A visible manufacturing defect or material fault proven upon delivery.
• Product damage during shipping, provided that the Customer complies with the notification and evidence procedure.
• DENTA24 or the Supplier is permanently unable to supply the Product after accepting payment.
• A clear error by DENTA24 or the Supplier in fulfilling the Order.

In all cases, acceptance of any return, exchange, or refund shall be subject to inspection, verification of documents, photos, videos, shipping records, and consultation with the Supplier or manufacturer where necessary.

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12. Timeframe for Reporting Error, Damage, or Non-Conformity

The Customer must inspect the Product immediately upon delivery and before using, installing, transferring, or handing it over to any third party. Any visible error, shortage, damage, or product discrepancy must be reported within no more than forty-eight (48) hours from the time of delivery. Hidden technical defects must be reported within a reasonable period from the date of discovery, and in any event subject to the manufacturer’s or Supplier’s warranty terms, where applicable. Failure to report within the prescribed timeframe may result in the Product being deemed received and accepted by the Customer, and DENTA24 shall thereafter not be obligated to accept any return or exchange, unless otherwise required by law or the manufacturer’s warranty.

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13. Requirements for Filing a Return or Exchange Claim

For DENTA24 to review any claim, the Customer must provide the following:

• Order number.
• Copy of the invoice or proof of payment.
• Clear description of the issue.
• Clear photos of the Product from all sides.
• Photos of the outer and inner packaging.
• Photos of the shipping label.
• Photos of the model number, serial number, or batch number, if applicable.
• A short video showing the damage, defect, or non-conformity where required.
• Any additional documents requested by DENTA24 or the Supplier for claim verification.

No returned Product shall be accepted without prior written approval from DENTA24 and clear return instructions or authorization. Any Product returned without prior approval may be rejected, and the Customer shall bear storage, re-shipping, or any related costs.

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14. Conditions for Acceptance of Returned Products

Where a return is approved, the Product must be:

• Unused.
• Not installed.
• Not damaged by the Customer.
• In its original packaging.
• Accompanied by all accessories, manuals, warranties, and labels.
• Maintaining all seals, serial numbers, and batch numbers where applicable.
• Stored under appropriate conditions from delivery until return.
• Sent only to the address designated by DENTA24 or the Supplier.

If, after inspection, the Product is found not to meet the return conditions, DENTA24 may reject the claim, and the Customer shall bear the cost of returning the Product or any other related costs.

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15. Products That Are Non-Returnable in All Cases

DENTA24 shall not accept the return or exchange of the following Products unless a material error by DENTA24 or the Supplier, or a proven manufacturing defect, is established:

• Opened or used products.
• Sterile products if their packaging has been opened.
• Single-use products.
• Consumable materials.
• Products with short expiry dates.
• Products sensitive to temperature, humidity, or storage conditions.
• Products imported or ordered specifically for the Customer.
• Products manufactured or modified according to the Customer’s request.
• Software, licenses, or digital products after activation.
• Devices registered or linked in the Customer’s name.
• Products that have been installed, operated, or tested.
• Products that are missing accessories or whose condition has changed after delivery.

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16. Remedies Upon Proven Error or Defect

If an error, defect, or non-conformity is proven, DENTA24 may, depending on the circumstances, Product nature, and Supplier or manufacturer terms, adopt one of the following remedies:

• Product replacement.
• Supply of the correct Product.
• Compensation for the missing quantity.
• Product repair.
• Provision of a replacement part.
• Issuance of store credit.
• Partial refund.
• Full refund of the amount paid for the disputed Product.

The appropriate remedy shall be determined based on the nature of the Product, severity of the defect, availability of alternatives, warranty terms, and applicable law.

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17. Refund Mechanism

If a refund is approved, the amount shall be refunded to the original payment method where possible, or by any other method agreed upon by DENTA24 and the Customer. The refundable amount shall be calculated after deducting any actual non-refundable fees or costs, including:

• Payment gateway fees.
• Bank transfer fees.
• Currency exchange differences.
• Shipping fees.
• Customs and clearance fees.
• Taxes and government charges.
• Storage fees.
• Re-shipping fees.
• Non-refundable Supplier fees.
• Any reduction in Product value due to use, opening, damage, or missing accessories.

Refunds shall be processed within a reasonable period after the Product is received, inspected, and the claim is finally approved. The time required for the refunded amount to appear in the Customer’s account may vary depending on the bank or payment service provider.

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18. Partial Refund

DENTA24 may issue a partial refund instead of a full refund in the following cases:

• Part of the Order is correct and another part is disputed.
• Part of the Products has been supplied and the Customer agrees to retain it.
• The Customer agrees to an alternative Product at a different price.
• Certain fees and costs are non-refundable.
• The condition of the returned Product does not allow a full refund.
• The defect does not affect full use of the Product and appropriate compensation is agreed.

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19. Payment Fees and Currency Differences

Payments may be processed through banks, payment gateways, or independent payment service providers. DENTA24 shall not be responsible for:

• Bank fees.
• Card fees.
• Payment gateway fees.
• Transfer fees.
• Currency exchange differences.
• Any banking delay beyond its control.

In the event of a refund, the amount appearing in the Customer’s account may differ due to bank fees, exchange rates, or payment provider policies.

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20. Shipping and Delivery

DENTA24 may coordinate shipping and delivery either directly or through Suppliers, shipping companies, or logistics partners. International delivery is available where the relevant Product can lawfully and operationally be shipped to the destination. Delivery time and shipping cost depend on the destination, Product, availability, shipping method, Supplier location, and any applicable customs, import, or regulatory requirements. Estimated delivery information and shipping charges are shown during checkout where technically available and may also be stated in the Order confirmation. Any such information is an estimate only and shall not constitute a guaranteed delivery date or final third-party charge unless expressly confirmed in writing. Please refer to our Shipping & Delivery Policy for additional shipping terms. The delivery period shall commence only once all of the following have been satisfied:

• Payment confirmation.
• Product availability confirmation.
• Completion of Customer details.
• Completion of shipping or import documents where required.
• Product readiness with the Supplier or warehouse.
• Absence of regulatory or customs restrictions preventing shipment.

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21. Estimated Delivery Periods

Estimated delivery periods vary according to the destination, Product type, Product availability, Supplier location, shipping method, customs clearance, import requirements, and any regulatory approvals that may apply. The estimated delivery period shown during checkout, on the Product page, or in the Order confirmation is based on the information available at that time and is provided for guidance only. It may be updated before shipment if the relevant circumstances change. International delivery estimates may vary significantly by destination and Product. No estimated delivery period shall be treated as a guaranteed delivery date unless DENTA24 expressly confirms such date in writing.

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22. Causes of Shipping or Delivery Delay

DENTA24 shall not be liable for any delay caused by:

• Supplier or manufacturer delay.
• Stock unavailability after Order placement.
• Shipping companies.
• Customs authorities.
• Missing import documents.
• Rejection or delay by health or regulatory authorities.
• Public holidays.
• Disasters or emergencies.
• Government restrictions.
• Force majeure.
• Incomplete or incorrect Customer information.
• Customer failure to respond to document or delivery information requests.

A delay in delivery shall not automatically entitle the Customer to cancel the Order or receive a refund unless fulfillment becomes impossible or the delay exceeds a period that is unreasonable considering the nature of the Product and Order.

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23. Shipping, Customs, and Tax Fees

Shipping cost depends on the destination, Product, shipment characteristics, and shipping method. Where technically available, the estimated shipping charge is displayed during checkout before payment. Unless expressly stated otherwise, the Customer shall bear all costs associated with the Order, including:

• Shipping.
• Insurance.
• Customs duties.
• Taxes.
• Import fees.
• Clearance fees.
• Handling fees.
• Storage fees.
• Banking fees.
• Any government or regulatory fees in the delivery country.

Checkout shipping charges are estimates unless expressly stated as final. Customs duties, import taxes, clearance charges, government fees, or other third-party charges may be separate and may not be included in the checkout estimate unless expressly stated. If actual shipping, clearance, customs, or tax charges change after Order confirmation for reasons outside DENTA24’s reasonable control, DENTA24 shall inform the Customer and may require payment of the documented difference before shipment or delivery is completed, to the extent permitted by applicable law.

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24. Customer Responsibility for Import Into Their Country

The Customer shall be solely responsible for verifying that the ordered Products may be legally imported, circulated, and used in the delivery country. The Customer shall also be responsible for obtaining any licenses, permits, approvals, or registrations required by the competent authorities in their country. DENTA24 shall not be liable for any rejection, detention, delay, confiscation, or return of shipment due to:

• Import restrictions.
• Missing permits.
• Absence of a required Customer license.
• Product non-compliance with the Customer’s country requirements.
• Rejection by health or customs authorities.
• Failure by the Customer to provide required documents.

Any related costs or losses shall be borne by the Customer and may be deducted from any amount that may otherwise be due to the Customer.

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25. Refusal of Delivery or Incorrect Address

The Customer is responsible for providing a correct, complete, and deliverable address. If delivery cannot be completed due to an incorrect address, Customer non-response, refusal of delivery, or failure to provide clearance documents, the Customer shall bear all resulting costs, including:

• Re-shipping.
• Storage.
• Return shipment.
• Damage.
• Customs fees.
• Shipping company fees.
• Any additional fees imposed by the Supplier or competent authorities.

The Customer shall not be entitled to a full refund where delivery fails due to the Customer’s own error or omission.

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26. Damage During Transit

If the shipment arrives visibly damaged, the Customer must take the following steps:

• Record the damage with the shipping carrier upon delivery where possible.
• Photograph the shipment before opening it.
• Photograph the outer and inner packaging.
• Photograph the damaged Product.
• Retain all packaging materials.
• Do not use the Product.
• Notify DENTA24 within forty-eight (48) hours from the time of delivery.

Failure to follow these steps may result in rejection of the damage claim if the cause of damage cannot be verified or a valid claim cannot be submitted to the shipping carrier or Supplier.

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27. Transfer of Risk

The risk of loss or damage shall pass to the Customer upon delivery of the Product to the Customer, the Customer’s representative, or the shipping carrier, depending on the shipping terms agreed in the Order. If the Customer selects the shipping carrier or requests the use of the Customer’s own shipping account, DENTA24 shall not be liable for loss, damage, or delay after the Product has been handed over to the Customer-selected carrier. If shipping is arranged by DENTA24, DENTA24 shall make reasonable efforts to assist the Customer in following up on any claim with the shipping carrier where proven loss or damage occurs.

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28. Prices and Availability

Prices and availability are subject to change before Order confirmation. DENTA24 may cancel or amend an Order if any of the following occurs:

• Pricing error.
• Description error.
• Availability error.
• Shipping fee error.
• Tax or customs calculation error.
• Sudden change in Supplier price.
• Product unavailability with the Supplier.

In such case, the Customer shall be notified and provided with an appropriate option, such as Order amendment, selection of an alternative Product, or refund of the available amount if the Order has not been fulfilled.

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29. Permits and Regulatory Restrictions

DENTA24 may refuse or cancel any Order if it becomes apparent that the Product cannot be legally sold, shipped, imported, or used in the delivery country. DENTA24 may also request additional documents from the Customer where the Product requires:

• Medical facility license.
• Medical or professional license.
• Import permit.
• Health or regulatory approval.
• Proof of professional status.
• Approval from a government or regulatory authority.

If the Customer fails to provide the required documents within a reasonable period, the Order may be suspended or cancelled, with deduction of any actual costs incurred.

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30. Professional Use of Products

The Customer acknowledges that certain Products are intended for professional use only by qualified and licensed physicians, technicians, or establishments. DENTA24 shall not be liable for any damage or loss arising from:

• Misuse.
• Improper installation.
• Use by an unqualified person.
• Failure to follow manufacturer instructions.
• Improper storage.
• Use of the Product for an unintended purpose.
• Modification or repair by an unauthorized party.

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31. Limitation of DENTA24’s Liability

To the maximum extent permitted by law, DENTA24 shall not be liable for:

• Indirect losses.
• Loss of profits.
• Loss of opportunities.
• Business interruption.
• Loss of reputation.
• Shipping delays.
• Rejection by customs or regulatory authorities.
• Product misuse.
• Supplier errors outside DENTA24’s control.
• Fees or costs imposed by third parties.

In all cases, and except where liability cannot legally be limited, DENTA24’s liability shall not exceed the amount actually paid for the disputed Product, excluding non-refundable external charges such as shipping, customs, taxes, or banking fees.

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32. Complaints and Communication

Any cancellation, refund, return, exchange, or complaint request must be submitted through DENTA24’s official approved channels. The request must include:

• Order number.
• Customer name.
• Contact details.
• Description of the issue.
• Supporting documents, photos, and videos.
• Any additional information requested by DENTA24.

Incomplete complaints shall not be reviewed until the required information is provided. DENTA24 shall review complaints in good faith and in a professional manner, in accordance with the applicable laws of the United Arab Emirates.

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33. Required Acknowledgments Before Payment

DENTA24 may require the Customer, before completing an Order, to expressly acknowledge specific statements, including:

• I acknowledge that I have read and understood the Cancellation, Refund, and Shipping Policy.
• I acknowledge that return eligibility depends on the Product type, condition, Order status, and the circumstances of the claim; certain medical, dental, and laboratory Products may be non-returnable or non-exchangeable, while defective, damaged, incorrectly supplied, or materially non-conforming Products may qualify for a remedy under this Policy.
• I acknowledge that I am responsible for verifying whether the Product may be imported and used in the delivery country.
• I acknowledge that any customs, tax, or regulatory fees in the delivery country shall be my responsibility unless otherwise stated.
• I acknowledge that certain Products may require licenses or approvals before import or use.
• I acknowledge that delivery time and shipping cost depend on the destination and Product, that information shown during checkout or in the Order confirmation is estimated unless expressly stated otherwise, and that delivery may be affected by factors beyond DENTA24’s reasonable control.

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34. Product Classifications on the Platform

DENTA24 may display a clear classification beside each Product, such as:

• Non-returnable after shipment.
• Non-cancellable after Supplier confirmation.
• Custom order.
• Requires import permit or approval.
• Professional use only.
• Exchangeable only in cases of defect or non-conformity.
• Subject to manufacturer warranty terms.
• May require special storage or shipping.

The display of such classifications shall form part of the Product information and contractual terms accepted by the Customer upon placing the Order.

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35. Mandatory Legal Rights

If any provision of this Policy conflicts with a mandatory provision of applicable law, the mandatory legal provision shall prevail, and the remaining provisions of this Policy shall remain valid to the extent permitted by law. Nothing in this Policy shall be interpreted as depriving the Customer of any mandatory right granted under UAE consumer protection law or any other applicable law.

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36. Governing Law and Jurisdiction

This Policy shall be governed by and construed in accordance with the laws of the United Arab Emirates and the applicable laws and regulations of the Emirate of Ajman, unless mandatory laws in the Customer’s country provide otherwise. The courts or competent authorities of the United Arab Emirates, and the Emirate of Ajman where applicable, shall have jurisdiction over any dispute arising from this Policy or from Orders placed through the DENTA24 Platform, unless an alternative dispute resolution mechanism is agreed in writing.