At AION DENTAL DESIGNS LTD, we aim to provide customers with a clear and straightforward returns and refund process for dental instruments, equipment, and consumable supplies purchased through our website.
This Refund and Returns Policy explains the conditions and procedures for returns, exchanges, refunds, and damaged or incorrect products. Nothing in this policy affects your statutory rights under applicable UK law.
1. Return Period
Unless a different period is required by applicable law or stated for a specific product, eligible products may be returned within 30 days of the date of delivery.
To be eligible for a return, you should contact us within the applicable return period and provide your order details.
Certain products may be subject to additional return restrictions due to their nature, hygiene requirements, sterility, sealing, contamination risks, or applicable regulatory requirements.
2. Return Conditions
To qualify for a return, products should generally:
- Be returned within the applicable return period.
- Be unused and in resalable condition.
- Remain in their original packaging where applicable.
- Include all original accessories, components, instructions, and documentation supplied with the product.
- Not show signs of unnecessary use, damage, contamination, or alteration.
- Be accompanied by valid order information or proof of purchase.
For products that are sealed for hygiene or health protection reasons, the original seal or packaging may need to remain intact where required by applicable law.
We may be unable to accept returns for products that cannot reasonably be resold due to hygiene, contamination, sterilisation, or safety considerations, except where applicable law provides otherwise.
3. Non-Returnable Products
Certain products may not be eligible for return where permitted by applicable law, including products that:
- Have been opened after delivery where return is restricted for health protection or hygiene reasons.
- Have been used, contaminated, sterilised, modified, or damaged after delivery.
- Are personalised or specially prepared according to the customer’s requirements.
- Cannot reasonably be returned due to their nature or applicable regulatory requirements.
Any applicable product-specific return restrictions will be communicated before or during purchase where required.
4. How to Request a Return
Before sending a product back, please contact us using the information below and provide:
- Your full name
- Order number
- Product name
- Reason for the return
- Relevant photographs or supporting information where applicable
We will review your request and provide return instructions where the product is eligible for return.
Please do not send products back without contacting us first, as this may delay the processing of your return.
5. Return Address
Unless we provide different written instructions for a particular order, returns should be sent to:
AION DENTAL DESIGNS LTD
43 Compton Close
London, England, NW1 3QS
United Kingdom
Please ensure that the parcel is securely packaged to reduce the risk of damage during return transportation.
6. Return Shipping Costs
Where a return is made because you have changed your mind and the return is otherwise permitted, you may be responsible for the cost of returning the product, subject to your statutory rights.
Where a product is faulty, damaged before delivery, incorrect, or otherwise does not conform to the contract, we will handle the return in accordance with applicable UK consumer law and may be responsible for reasonable return costs where required.
7. Inspection of Returned Products
Once we receive a returned product, we may inspect it to confirm that it meets the applicable return conditions.
The inspection may include checking the product’s condition, packaging, accessories, seals, and any signs of use or damage.
We will process eligible returns after the relevant checks have been completed.
8. Refunds
Once a return has been approved, the applicable refund will generally be issued to the original payment method used for the purchase.
We aim to process approved refunds within 3 business days after the return has been received and approved.
The time required for the funds to appear in your account may also depend on your bank or payment service provider.
Where applicable, refunds will be handled in accordance with your statutory rights and the payment method used for the original transaction.
9. Exchanges
If you receive an incorrect, defective, or damaged product, please contact us before returning it.
Where an exchange is appropriate and the replacement product is available, we may arrange a replacement.
If the requested replacement is unavailable, we may provide another appropriate resolution, which may include a refund where required or appropriate.
For change-of-mind exchanges, availability and applicable return conditions will apply.
10. Faulty, Damaged, or Incorrect Products
If your order arrives damaged, defective, or contains a product different from the one ordered, please contact us as soon as reasonably possible.
Please provide your order number and, where possible, photographs showing the product and packaging.
We will assess the issue and provide an appropriate remedy in accordance with applicable UK law.
Customers should not use a product where doing so may worsen the reported defect or create a safety concern.
11. Products Covered by a Manufacturer’s Warranty
Some dental instruments or equipment may be supplied with a manufacturer’s warranty.
Where applicable, warranty claims will be handled according to the relevant manufacturer’s warranty terms.
A manufacturer’s warranty does not remove or limit any statutory rights you may have under applicable UK law.
12. Statutory Consumer Rights
Nothing in this Refund and Returns Policy is intended to exclude, restrict, or replace rights that consumers have under applicable UK consumer protection legislation.
Depending on the circumstances, customers may have legal rights relating to faulty, misdescribed, or unsuitable goods, as well as applicable cancellation rights for distance purchases.
Where statutory rights provide a remedy that differs from this policy, the statutory rights will take precedence.
13. Refunds for Cancelled Orders
If you are legally entitled to cancel an order before dispatch or under applicable distance-selling rules, please contact us as soon as possible.
If the order has already been dispatched, you may need to follow the applicable return procedure.
Any refund will be processed in accordance with applicable law and the circumstances of the cancellation.
14. Bulk Orders
Returns, cancellations, and refunds relating to bulk orders may be subject to additional terms where a separate quotation or agreement has been provided.
Any such terms will not affect statutory rights that cannot legally be excluded.
