Return, Replacement & Cancellation Policy

Last Updated: 11/02/2026

At Dentaura, we are committed to providing high-quality dental burs and endodontic solutions. We understand that issues can arise, and we aim to resolve them fairly while maintaining the strict hygiene standards required for clinical products.

1. Cancellation Policy

We understand that plans change. Our cancellation rules are designed to be fair to both parties.

Before Shipment:

  • You may cancel your order at no cost if the request is made before the product has been dispatched.
  • To cancel, please email us at contact@dentaura.co or WhatsApp +917777921887 with your Order ID.
  • Refunds for prepaid orders will be initiated within 24-48 hours.

After Shipment:

  • If the order has already been dispatched, it cannot be cancelled.
  • If you refuse delivery at the doorstep, we will refund the order amount minus the two-way shipping charges (Forward + Return logistics cost).

2. Return & Replacement Policy

Due to the nature of dental consumables (burs and files), we follow a strict hygiene protocol.

Eligibility Window

  • You must report any issue within 7 days of receiving the delivery.
  • Requests made after 7 days will not be accepted.

Valid Reasons for Return/Replacement

  1. Manufacturing Defect: The file/bur is broken, rusted, or structurally defective upon opening.
  2. Wrong Product: You received a different size, taper, or length than what you ordered.
  3. Transit Damage: The package arrived crushed or unsealed. (Note: You must provide a video of unboxing for transit damage claims).
  4. Replacement product will deliver in 5-7 days.

Condition of the Product

  • Sealed & Unused: The product must be in its original, unopened blister pack or box.
  • Resalable: The packaging must not be torn, written on, or tampered with.
  • Hygiene Rule: We cannot accept returns for opened packs of burs or files under any circumstances, even if they were not used in a patient's mouth. Once the seal is broken, the product is considered non-returnable.

3. The Return Process

Step 1: Initiate Request

Send an email to contact@dentaura.co with:

  • Order ID
  • Reason for Return
  • Photos/Video of the product (clearly showing the defect or seal condition).

Step 2: Approval

Our team will review your request within 24 hours. If approved, we will provide you with a Return Authorization.

Step 3: Shipping

  • For Defects/Wrong Items: We will arrange a reverse pickup from your location at our cost.
  • For "Change of Mind" / Wrong File Size or Burs Ordered by Customer: You will be responsible for shipping the item back to our warehouse. A standard restocking fee of 10% may apply to cover administrative costs.

Step 4: Inspection & Resolution

Once we receive the item, our quality team will inspect the seal and condition.

  • Replacement: We will ship the correct/new item within 48 hours of approval.
  • Refund: If a replacement is not available, we will issue a refund.

4. Refund Policy

  • Timeframe: Refunds are credited within 7-10 business days after the returned item passes inspection.
  • Method:
  • Prepaid Orders: Refunded to the original source (Credit Card/UPI/Netbanking).
  • COD Orders: Refunded via Bank Transfer (you will need to provide your bank details) or as Store Credit for future purchases.

5. Non-Returnable Items

  • The following items are Final Sale and cannot be returned:
  • Products bought during a "Clearance Sale".
  • Consumables with broken seals (Files, Burs, etc.).
  • Products damaged due to misuse or incorrect sterilization methods by the user.

Legal Disclaimer

Disputes are subject to the jurisdiction of the courts in Surat, Gujarat.