Refund policy

Last updated: August 8, 2026

RETURN AND REFUND POLICY

Tooldent offers a 30-day return period for most eligible products. To request a return, please contact us within 30 calendar days after delivery.

We want returns and exchanges to be straightforward while ensuring that professional products can be safely and reliably returned to inventory. Returns therefore require prior authorization and are reviewed after receipt.

Nothing in this policy limits any return, refund, warranty, or other right that cannot lawfully be excluded under applicable United States or Canadian law.

1. RETURN ELIGIBILITY

To qualify for a discretionary return, a product should:

have been purchased directly from Tooldent;
be covered by a return request submitted within 30 calendar days after delivery;
be unused, uninstalled, unsterilized, unmodified, unmarked, and undamaged;
remain unopened and factory-sealed where the manufacturer supplies sealed packaging;
otherwise remain complete and in its original, undamaged, resaleable manufacturer packaging;
include all components, accessories, manuals, inserts, labels, lot or serial information, UDI information, and other materials originally supplied; and
be accompanied by the order number, invoice, receipt, or other acceptable proof of purchase.

Opening the outer shipping carton to inspect the shipment does not by itself make a product ineligible. Opening sealed manufacturer packaging, removing a product from protective packaging, or testing or using the product may affect return eligibility.

After Tooldent issues a return authorization, please ship the return within 14 calendar days unless we provide a different timeframe in the return instructions.

2. HOW TO REQUEST A RETURN

Please contact us before sending a product back:

E-mail: info@tooldent.com
Telephone: +1-866-533-6826

Please provide the order or invoice number, the product and quantity being returned, and the reason for the return. Where relevant, we may also request photographs, lot or serial information, UDI information, or other details needed to review the request.

If the return is approved, Tooldent will provide a Return Merchandise Authorization ("RMA") and the correct return address and shipping instructions.

The return address may be different from the address shown on the original shipment. Please send returns only to the location provided with the RMA and do not use the sender or shipping-label address unless Tooldent specifically instructs you to do so.

Returns sent without authorization or to a different location may be delayed, redirected, or returned to the sender.

3. RETURN SHIPPING AND SHIPPING DISCOUNTS

For an eligible discretionary return resulting from customer preference, ordering error, excess quantity, changed requirements, or another reason not caused by Tooldent:

the customer is responsible for return shipping and appropriate packaging;
we recommend a trackable and adequately insured return service;
original outbound shipping, expedited-shipping charges, handling charges, and delivery surcharges are generally non-refundable; and
customs duties, tariffs, brokerage fees, import taxes, and other amounts paid directly to a carrier, broker, government authority, or third party are generally not refundable by Tooldent.

Free or discounted shipping applies to the qualifying outbound order and does not automatically include return shipping or shipping for a customer-requested exchange.

If a discretionary return reduces the merchandise retained from the original order below a threshold that qualified the order for free or discounted shipping, Tooldent may adjust the refund by the difference between the shipping amount originally paid and the shipping charge that would have applied to the retained merchandise value using the same shipping service.

Any such adjustment will not exceed the shipping discount originally received. It does not apply to a return resulting from a Tooldent shipping error, incorrect product, qualifying shipping damage, verified defect, or another circumstance for which Tooldent is responsible.

For a confirmed Tooldent shipping error, incorrect product, qualifying shipping damage, or verified defect for which Tooldent is responsible, we will arrange or reimburse reasonable authorized return shipping as appropriate.

The customer is responsible for a return shipment until it reaches the authorized return location. For cross-border returns, please follow the customs and shipping instructions provided with the RMA.

4. RESTOCKING FEES

We do not charge a restocking fee for an ordinary eligible return of a standard-stock product received within the return period in unopened, unused, complete, undamaged, and resaleable condition.

A restocking fee of up to 10% may apply in limited circumstances, including:

large-quantity or stock-balancing returns;
products purchased under volume, project, dealer, tender, or specially negotiated pricing;
equipment or products requiring additional inspection, verification, repackaging, or administrative handling; or
a return accepted as an exception to the normal return requirements.

Any Tooldent restocking fee will be disclosed in the return authorization before the product is sent back.

Special-order, non-stock, drop-shipped, or manufacturer-controlled products may instead be non-returnable or subject to the manufacturer's actual cancellation or restocking fee, which may exceed 10%.

Restocking fees do not apply to confirmed Tooldent shipping errors, incorrect products, qualifying transit damage, recalls, or verified defects covered by Tooldent or an applicable manufacturer warranty.

5. SHIPPING DAMAGE, SHORTAGES, AND INCORRECT PRODUCTS

Please inspect your shipment promptly after delivery and contact us within 7 calendar days whenever reasonably possible if:

the shipment or product is damaged;
a product or component is missing;
the wrong product or quantity was delivered; or
the product differs materially from the accepted order.

We may ask for photographs of the shipping carton, packaging, shipping labels, and product labels, together with a description of the issue.

Please keep the product, carton, packaging, labels, and packing material until we confirm that they are no longer needed for the review or carrier claim.

Where practical, please do not use, install, sterilize, alter, or dispose of an affected product before receiving instructions.

Depending on the circumstances and product availability, the appropriate solution may be a replacement, missing item, repair, account credit, or refund.

6. DEFECTIVE PRODUCTS AND WARRANTY CLAIMS

A product that appears defective after its packaging has been opened or after use will generally be handled as a warranty or defect claim rather than as a discretionary return.

Please contact Tooldent before sending the product. We may request photographs, video, operating details, lot or serial information, proof of purchase, or manufacturer-required documentation. Inspection by Tooldent or the manufacturer may be required before the appropriate remedy can be determined.

Depending on the applicable warranty and circumstances, the remedy may include repair, replacement, credit, or refund.

Manufacturer warranty terms, exclusions, and procedures may apply. Please retain invoices, packaging, labels, serial or lot information, and other relevant documentation.

For safety reasons, do not return a product that has been exposed to biological material, chemicals, hazardous substances, or laboratory debris until Tooldent provides appropriate return or decontamination instructions. A decontamination confirmation may be required where appropriate.

7. NON-RETURNABLE PRODUCTS

Unless required by law or accepted by Tooldent in connection with a verified defect, recall, or shipping error, the following are generally not eligible for discretionary return:

used, tested, installed, adjusted, sharpened, modified, damaged, sterilized, contaminated, or incomplete products;
products with opened or broken sterile, hygienic, tamper-evident, or manufacturer seals;
rotary instruments, burs, cutters, polishers, brushes, abrasives, consumables, or similar products removed from sealed or protective manufacturer packaging where resale integrity cannot reasonably be verified;
custom-made, personalized, engraved, imprinted, configured, or specially modified products;
special-order, non-stock, drop-shipped, discontinued, or manufacturer-restricted products, unless a return is authorized;
products clearly marked "Final Sale" or "Non-Returnable" before purchase;
hazardous, flammable, temperature-controlled, regulated, or perishable products where return cannot reasonably be accepted;
products with an expiration date where storage integrity or commercially reasonable remaining shelf life cannot be verified;
opened software, activated licenses, digital products, downloads, or subscription services;
gift cards;
free goods, samples, demonstration items, or promotional products not separately paid for; and
products with missing, removed, altered, or damaged manufacturer labels, lot numbers, serial numbers, barcodes, UDI information, or regulatory markings.

A discounted or sale-priced product is not automatically final sale unless it was clearly identified as "Final Sale" or "Non-Returnable" before purchase.

8. EQUIPMENT, SPECIAL ORDERS, AND LARGE-QUANTITY ORDERS

Equipment, powered devices, handpieces, products requiring installation, and other high-value products may be subject to additional manufacturer return or warranty conditions.

Opened, installed, activated, tested, or used equipment is generally handled under the applicable warranty rather than as a discretionary return. An authorized equipment return may require inspection and may be subject to return freight, manufacturer approval, or a disclosed restocking fee.

Special-order, non-stock, custom, drop-shipped, or large-quantity products may become non-cancellable and non-returnable once Tooldent has committed the order to the manufacturer or supplier.

If a supplier agrees to accept such a cancellation or return, reasonable manufacturer fees, supplier fees, return freight, customs costs, or other direct costs may apply. Known charges will be disclosed before the return is authorized.

9. EXCHANGES AND ORDER CANCELLATIONS

For a discretionary exchange, the simplest option is usually to return the eligible product and place a new order for the replacement. This allows the replacement order to be processed independently of the return inspection.

Price differences, taxes, shipping charges, shipping discounts, and product availability applicable to the new order will apply.

Where Tooldent sent an incorrect product or a product is confirmed defective or damaged under circumstances for which Tooldent is responsible, we may arrange a direct replacement and cover the applicable authorized shipping costs.

If you need to cancel or change an order, please contact us as soon as possible. If we are reasonably able to stop fulfillment, we will normally accommodate the cancellation without a cancellation fee.

Once an order has entered fulfillment, been committed to a supplier, or shipped, cancellation may no longer be possible and the applicable return conditions will apply.

10. REFUNDS AND CREDITS

We will notify you after the returned product has been received and reviewed. If the return is approved, Tooldent will normally initiate the refund or credit within 7 business days after approval.

Refunds are generally issued to the original payment method. Purchases made on an approved business account or invoice may be refunded as an account credit where appropriate.

The refunded amount may be adjusted for an applicable disclosed restocking fee, missing or damaged returned items, non-refundable shipping charges, shipping-tier adjustments described in Section 3, or other reasonable amounts permitted under this policy and applicable law.

Taxes collected by Tooldent will be refunded where applicable. Customs duties, brokerage fees, tariffs, taxes, or other charges paid directly to a carrier, broker, government authority, or other third party generally need to be recovered from that party.

After Tooldent initiates a refund, the bank, card issuer, or payment provider may require additional time to post it. If more than 15 business days have passed after we confirmed that a refund was issued, please contact info@tooldent.com.

11. APPLICABLE RIGHTS AND RELATED POLICIES

This policy voluntarily provides eligible customers with a 30-day return period.

Nothing in this policy excludes, restricts, or modifies any warranty, cancellation, refund, delivery, or consumer-protection right that cannot lawfully be excluded under applicable United States or Canadian federal, state, provincial, or territorial law.

If applicable law provides a broader mandatory right, that right will apply to the extent required by law.

This policy should be read together with our Terms of Service, Shipping Policy, and Privacy Policy.

12. CONTACT

Questions about returns, refunds, defects, or warranty claims may be sent to: