Dentee Ecommerce – Shipping & Returns Policy

Effective Date: 22 Jan 2022
Last Updated: 15th July 2025

This Shipping & Returns Policy applies to purchases made through the Dentee Ecommerce platform (“Dentee”, “we”, “us”, or “our”). Dentee may operate as a marketplace connecting customers with multiple sellers/vendors. Product-specific terms may vary depending on the seller, product category, and manufacturer’s warranty or return conditions.

1. Shipping Policy

1.1 Order Processing

Orders are processed after successful confirmation of payment.

• Orders are generally processed within 1–3 business days.

• Orders placed on Sundays, public holidays, or outside business hours may be processed on the next business day.

• Certain products may require additional processing time due to availability, customization, or vendor-specific dispatch timelines.

• The estimated delivery date displayed at checkout is indicative and may vary due to logistics, weather, holidays, location, or circumstances beyond our control.

1.2 Shipping Charges

Shipping charges, if applicable, will be displayed during checkout before payment is completed.

Shipping charges may vary based on product weight, dimensions, delivery location, seller/vendor location, shipping method, order value, and special handling requirements.

Where free shipping is offered, the applicable terms will be displayed on the product page or during checkout.

1.3 Delivery

Orders will be delivered to the shipping address provided by the customer at the time of purchase.

Customers are responsible for providing a complete and accurate delivery address and contact number.

If a shipment cannot be delivered because of an incorrect address, unavailable recipient, or repeated delivery attempts, additional shipping charges may apply for re-delivery.

1.4 Multiple Products / Multiple Vendors

If an order contains products from different sellers, the products may be shipped separately and may arrive at different times.

Separate tracking information may be provided for different shipments.

1.5 Shipment Tracking

Where tracking is available, customers will receive shipment or tracking details through the contact information registered with Dentee.

Customers may contact Dentee Support for assistance with shipment tracking or delivery-related issues.

2. Delivery Delays

Dentee and its sellers make reasonable efforts to deliver orders within the estimated delivery period.

However, delays may occur because of logistics or courier delays, weather conditions, natural disasters, public holidays, strikes, transportation disruptions, incorrect or incomplete delivery information, product availability, regulatory requirements, or other circumstances beyond reasonable control.

If an order is significantly delayed, customers may contact Dentee Support for assistance.

3. Inspection at Delivery

Customers are encouraged to inspect the package at the time of delivery.

If the package appears damaged, tampered with, wet, opened, or otherwise compromised, the customer should:

1. Take photographs or videos of the package before opening it.

2. Note the issue with the delivery partner, where possible.

3. Open the package carefully and check the contents.

4. Report the issue to Dentee within 48 hours of delivery.

Photographs/videos of the package, shipping label, and product may be required to process a claim.

4. Return & Replacement Policy

Dentee aims to provide genuine and quality products. Returns or replacements are accepted only when the product meets the applicable return conditions.

A product may be eligible for return or replacement if:

• The product received is damaged during transportation.

• The product received is defective or not functioning as described.

• The wrong product was delivered.

• The product is materially different from the product ordered.

• The product is missing from the shipment.

• The product qualifies for return under the specific seller/manufacturer return policy displayed on the product page.

The return eligibility period will be mentioned on the product page wherever applicable.

5. Products That May Not Be Eligible for Return

For hygiene, safety, regulatory, and product-integrity reasons, certain products may not be eligible for return once delivered.

These may include:

• Opened or used dental consumables

• Sterile products whose packaging has been opened

• Products with broken or removed seals

• Personal-use or hygiene-sensitive products

• Medicines or pharmaceutical products, where applicable

• Products requiring controlled storage conditions

• Customized or specially manufactured products

• Products specifically marked “Non-Returnable”

• Products returned without original packaging, labels, accessories, or documentation

• Products damaged due to improper use, storage, installation, or handling by the customer

The return eligibility displayed on the individual product page will take precedence where applicable.

6. Return Conditions

To be eligible for a return:

• The return request must be raised within the applicable return period.

• The product must be unused and in its original condition, unless the return is due to a manufacturing defect or transit damage.

• Original packaging, labels, accessories, manuals, invoices, and other accompanying items should be retained.

• The product must not have been altered, damaged, misused, or tampered with by the customer.

• Dentee or the seller may request photographs, videos, batch details, serial numbers, or other information to verify the claim.

Dentee reserves the right to reject a return request if the product does not satisfy the applicable return conditions.

7. How to Request a Return or Replacement

Customers can contact Dentee Support through the available support channels and provide:

• Order number

• Product name

• Reason for return/replacement

• Photographs or videos, where applicable

• Details of the issue

• Any other information requested by Dentee or the seller

After reviewing the request, Dentee or the concerned seller will confirm whether the product is eligible for return, replacement, or refund.

8. Return Pickup

Where a return is approved, Dentee or the seller may arrange a return pickup through an authorised logistics partner.

Customers must ensure that the product is properly packed and ready for collection.

If a return pickup is unavailable for a particular location, the customer may be provided with alternative return instructions.

9. Refund Policy

Once a returned product is received and inspected, the refund decision will be communicated to the customer.

Where a refund is approved:

• The refund will generally be processed to the original payment method or another permitted method.

• Refund processing time may depend on the payment gateway, bank, card issuer, UPI provider, or other financial institution.

• Shipping charges may be non-refundable unless the return is due to an error by Dentee/seller, defective product, damaged product, or another approved reason.

For partial refunds, only the eligible amount will be refunded.

10. Cancellation by Customer

Customers may request cancellation before the order has been dispatched.

Once an order has been dispatched, cancellation may not be possible. In such cases, the customer may need to follow the applicable return process after delivery.

Orders for customized, specially procured, or non-returnable products may not be cancellable once processing has started.

If an order is successfully cancelled, the applicable refund will be processed according to the payment and refund terms.

11. Cancellation or Refusal of Order by Dentee

Dentee reserves the right to cancel, refuse, or suspend any order, in whole or in part, at its discretion, including but not limited to the following circumstances:

• Product is unavailable or out of stock.

• There is an error in the product description, specification, image, availability, or pricing.

• The order contains incorrect, incomplete, or unverifiable information.

• The delivery address is outside the applicable serviceable area.

• The transaction is suspected to be fraudulent, unauthorized, or otherwise irregular.

• There is suspected misuse of promotional offers, discounts, coupons, or other benefits.

• The order cannot be fulfilled due to circumstances beyond the reasonable control of Dentee or the seller.

• The seller is unable to fulfil the order.

• The order violates applicable laws, regulations, Dentee policies, or terms of use.

• Multiple orders appear to have been placed in an abusive or unusual manner.

• Any other circumstance arises that prevents Dentee or the seller from reasonably fulfilling the order.

Dentee may cancel an order even after the order has been accepted or payment has been received.

If an order is cancelled after payment has been received, the applicable amount paid by the customer for the cancelled portion of the order will be refunded through the original payment method or another permitted refund method.

Dentee will not be liable for any indirect, consequential, or incidental loss arising from the cancellation of an order, to the extent permitted under applicable law.

12. Wrong, Missing, or Incomplete Products

If the customer receives:

• A wrong product,

• An incorrect quantity,

• A missing product, or

• A product different from the product ordered,

the issue should be reported to Dentee within 48 hours of delivery.

Customers should retain the original packaging and provide photographs/videos and other information required for verification.

After verification, Dentee or the seller may arrange a replacement, refund, or other appropriate resolution.

13. Damaged or Defective Products

If a product is received damaged or defective, customers should contact Dentee as soon as possible and preferably within 48 hours of delivery.

Depending on the product and seller policy, Dentee may offer:

• Replacement of the product;

• Repair, where applicable;

• Refund; or

• Another appropriate resolution.

Some products may be covered by a manufacturer warranty instead of a return/replacement policy. In such cases, the customer may be required to follow the manufacturer’s warranty process.

14. Warranty

Certain products may carry a manufacturer or seller warranty.

Warranty claims will be subject to the applicable manufacturer’s or seller’s terms and conditions.

Dentee does not provide any additional warranty unless expressly stated on the product page, invoice, or applicable product documentation.

15. Seller-Specific Policies

Dentee Ecommerce may contain products supplied by different sellers.

Where a seller has specific shipping, return, replacement, or warranty conditions, those conditions will be displayed on the relevant product page or communicated during the purchase process.

Customers are advised to review the product-specific terms before placing an order.

16. Fraudulent or Abusive Returns

Dentee reserves the right to restrict, suspend, or refuse return/refund requests where there is evidence of:

• Fraudulent activity

• Repeated misuse of the return policy

• Product substitution

• Tampering or alteration

• False claims

• Intentional damage

• Abuse of promotional offers

• Any other misuse of the platform

Any such action will be taken in accordance with applicable laws.

17. Contact Us

For questions regarding shipping, returns, replacements, refunds, cancellations, or orders, please contact:

Dentee Support Team
Phone: 9022400500
Email: support@dentee.com
Website: www.dentee.com

Please keep your order number and registered mobile number available when contacting support.

Important: This policy should be read together with Dentee's Terms & Conditions, Privacy Policy, and any product-specific return, warranty, or seller terms displayed on the Dentee Ecommerce platform.

Dentee reserves the right to modify this Shipping & Returns Policy from time to time. Any updated policy will be published on the Dentee Ecommerce platform with the revised effective date.