1. Order Cancellation Window

TheDentalHeights prioritizes fast clinical turnaround to ensure patient treatments are never delayed. Orders move through automated picking, batch allocation, and cold-chain staging rapidly:

• Pre-Dispatch Cancellation (Free of Charge): You may cancel any order within 2 hours of placement or until the order status transitions to "Staged for Cold-Chain Packing" directly via your My Orders portal or by contacting the helpline.
• Post-Dispatch Cancellation: Once a consignment has been handed over to BlueDart Medical or priority air couriers, orders cannot be cancelled mid-transit. If refused at the clinic doorstep without valid reason (e.g. transit damage or wrong batch), actual return logistics and cold re-icing fees (₹350) will be deducted from the refund.
• Custom or Special Import Orders: Specialized dental implants, customized abutments, or non-catalog capital equipment ordered on indent cannot be cancelled once manufacturing or overseas dispatch has commenced.

2. Transit Damage & Broken Tamper Seals

We guarantee 100% genuine products shipped in tamper-evident sealed packaging. In the rare event of transit mishandling:

Once validated by our logistics desk, an immediate complimentary replacement is dispatched via express courier, or an instantaneous 100% store credit or bank refund is initiated.

3. Cold-Chain Temperature Excursion Claims

Temperature-sensitive clinical items (e.g., Composite Resins, 7th/8th Gen Bonding Adhesives, In-Office Bleaching Gels, Collagen Membranes, and Bone Grafts) are packed in insulated EPS coolers with validated thermal ice bricks and 3M Irreversible Temperature Excursion Indicators.

4. Non-Returnable Sterile Goods & Consumables

In accordance with NABH clinic accreditation standards and CDSCO patient protection protocols, the following dental supply categories are strictly NON-RETURNABLE once their primary sterile packaging or tamper seal is unsealed:

5. Equipment & Handpiece Warranty (RMA)

Capital equipment (Rotary Endomotors, Apex Locators, LED Curing Lights, Ultrasonic Scalers, Autoclaves, and High-Speed Airotor Handpieces) are protected under manufacturer OEM warranties ranging from 1 to 2 Years:

• Dead on Arrival (DOA): If an instrument or device fails to power on or operate upon unboxing, report it within 7 days. We arrange courier reverse-pickup and dispatch an immediate brand-new replacement unit.
• In-Warranty Service: After 7 days, equipment issues are serviced by the manufacturer's authorized service network (e.g. Woodpecker, NSK, Dentsply Sirona). TheDentalHeights will facilitate transit insurance and service booking on your clinic's behalf.
• Exclusions: Physical drops, liquid ingress into electronics, burnt circuit boards from clinic voltage spikes without stabilizers, and autoclaving of non-autoclavable components void warranty coverage.

6. Refund Method & Timelines

Once returned merchandise is received at our regional fulfillment hub and verified by our clinical quality team, refunds are processed according to the following guidelines:

* Note: In case of tax invoicing, a revised Credit Note (GST Rule 54) will be emailed automatically to your registered clinic GST email for seamless input tax credit adjustments.

7. Return Initiation Steps

To initiate a return or replacement under our RMA system, follow these 3 steps:

1. Navigate to My Orders and select the delivered consignment containing the affected item.
2. Click "Request RMA / Return", select the reason (Damaged, Temperature Excursion, Wrong Item, or Defective), and upload 2 photos of the package and batch label.
3. Our clinical desk will evaluate and issue an RMA barcode within 4 working hours. BlueDart will schedule doorstep reverse pickup from your clinic at your preferred time slot.