RETURNED GOODS POLICY
- Product returns can be requested within 30 days of purchase if the product is in its original, unmarked, unopened, sealed package with a copy of the original invoice. Returned items not meeting these criteria will be assessed on an individual basis. DENTYSURG reserves the right to refuse returns for products that do not meet these criteria or have been in the customer’s possession for more than 30 days.
- All returns must be authorized by the Customer Service Representative. Please contact sales@dentysurg.com to start the return process.
3. Each request must include the following:
- Account Information including Account Number and Name if applicable,
- Invoice number or Purchase Order or online order number,
- Quantity, Serial Number / Catalogue Number, Unit of Measure, Lot Number and Expiry Date; and
- Reason for return.
4. The return shipment must be coordinated with the Customer Service Representative, who will advise of the proper mode of transport and Product return location. A Return Goods Authorization (RGA) number or Return Material Authorization (RMA) number will be issued and must be clearly referenced with your return paperwork. Products must be returned within 10 days of obtaining the RGA or RMA number, in original packaging, otherwise acceptance cannot be assured. Upon satisfactory inspection of returned Products, a credit will be issued.
5. Quality and Regulatory Complaint returns – Customer will promptly notify DENTYSURG of any potentially defective or hazardous product (or any health or safety issues generally, including but not limited to any instances or suggestions of injury or death) with respect to any Products delivered to you by DENTYSURG. You agree to keep an adequate record of the Products that are received from DENTYSURG that may be needed to facilitate a recall, if necessitated. A Product complaint must be logged prior to issuing an RGA/RMA. An RGA/RMA will be provided once the complaint is reviewed and qualified for return.
6. Products ordered in error are to be returned prepaid. A minimum restocking fee is applicable. This value is dependent on the item being returned and/or the vendor’s return policy.
7. Products shipped in error are to be returned collected via DENTYSURG’s carrier of choice, or private fleet.
8. Returns may not be authorized for a variety of reasons including but not limited to the following:
- Any item not purchased from the company;
- Any item purchased on a “Special Order” basis (unless the original vendor will accept the return). A minimum restocking fee is applicable. This value is dependent on the item being returned and/or the vendor’s return policy;
- Expired or short dated Products (less than one year expiration);
- Food Products including non-expired items. Some manufacturers may authorize returns/credit under specific conditions. Customer Service Representative will advise the Customer per manufacturer’s return policy;
- Any Product for which special storage requirements are required (e.g., refrigeration);
- Partial units of sale;
- Merchandise past 30 days of invoicing;
- Products not in original, unopened packaging;
- Drug Products: Manufacturers from time to time may authorize returns under strict conditions. These conditions and any requirements presented must be met (documentation / proof of temperature etc.). Note that irrespective of Manufacturer direction, home patient and non-healthcare facilities drug returns are not permitted under any condition; and
- Natural Health Products (NHP), which are home patient returns, and/or the customer does not complete the applicable Storage form.
9. Procedures for handling damaged Products and freight claims:
- Inspect all shipments the day that they are received;
- Any shipment damaged in transit requires an inspection from the delivering carrier. Noticeable damage must be noted on the consignee copy of the freight bill at the time of delivery, or the claim will be disallowed;
- Shipping discrepancies must be reported within three (3) business days of delivery;
- Concealed damage must be reported and a request for inspection made within five days of delivery;
- Inspection results in a damage report, which is mandatory when filing a claim, per Department of Transport regulations;
- Retain the merchandise in original packaging pending carrier inspection;
- Contact the delivering carrier and request an inspection within five days for receipt of shipment; and
- Notify DENTYSURG’s Customer Service Representative and provide all detailed supporting information.
10.Transportation charges may apply based on customer location and reason for return. This will be calculated based on a flat charge or a percentage of the invoice value.
11. Requests for NHP Product returns (either DENTYSURG error or customer error) that are not due to Product complaints:
- Customer Service Rep must procure the “Storage Condition Confirmation Form” prior to providing any RGA (and forward it to return coordinators). Non-stock adjusting credits are not allowed unless the expectation is for the Product not to be returned to stock. This may change from time to time based on Health Canada requirements and guidance.