Return and Refund Policy

Last Updated: July 14, 2026

This Return and Refund Policy explains how Medent LLC handles returns, refunds, exchanges, cancellations, damage claims, shortage claims, and refused shipments. This Policy applies to purchases made through our website, quotes, invoices, purchase orders, email orders, and other approved sales channels.

Important: All returns require written approval or a Return Merchandise Authorization (RMA) before the item is shipped back. Unauthorized returns may be refused.

1. Return Window
Eligible items may be requested for return within thirty (30) days from the date of delivery. Return requests submitted after 30 days may be denied unless required by law or approved in writing by Medent LLC.

2. Return Authorization Required
A return is not approved until Medent LLC issues written approval or an RMA. Customers must not ship items back before receiving return instructions. Items returned without authorization may be refused, delayed, or returned to the customer at the customer's expense.

3. Return Eligibility
To qualify for return, all of the following conditions must be met:

• The item must be unused, uninstalled, unmodified, and not placed into service.
• The item must be in original sealed packaging, including all accessories, manuals, inserts, labels, certificates, and components.
• The item must be in clean, resalable condition with no writing, stickers, damage, missing parts, or signs of use.
• The customer must follow the return instructions and ship the item within the approved return timeframe.
• The product must not fall under one of the non-returnable categories listed below.

4. Non-Returnable Items
Unless required by law or approved in writing by Medent LLC, the following items are final sale and non-returnable:

• Special-order, custom-order, made-to-order, configured, calibrated, or manufacturer-direct items.
• Clearance, discontinued, open-box, demo, used, final-sale, or as-is items.
• Consumables, disposable supplies, single-use products, reagents, chemicals, test kits, cartridges, sensors, media, controls, and similar products.
• Sterile, hygienic, clinical-use, dental-use, medical-use, or patient-contact products once opened or unsealed.
• Products that have been installed, powered on, programmed, activated, registered, tested,
  calibrated, or placed into service.
• Software, license keys, digital products, downloadable products, and gift cards.
• Items missing original packaging, accessories, serial labels, manuals, inserts, certificates, or manufacturer components.
• Items returned in damaged, altered, contaminated, unsanitary, incomplete, or non-resalable condition.

5. Restocking, Inspection, and Handling Fees
Approved non-defective returns may be subject to a restocking, inspection, handling, or verification fee of 15% to 25%. The exact fee depends on product type, manufacturer restrictions, packaging condition, inspection requirements, testing requirements, repackaging needs, and resale condition.

Original shipping, freight, insurance, handling, payment processing, special delivery, and accessorial charges are non-refundable unless the return is due solely to an error by Medent LLC or otherwise required by law.

6. Damage, Shortage, Wrong Item, or Visible Delivery Issue Claims
Shipping damage, visible mishandling, shortage, missing items, wrong items, or delivery discrepancies must be reported within forty-eight (48) hours of delivery.
Customers must keep all original boxes, packaging, pallets, crates, labels, inserts, protective material, and delivery paperwork until the claim is resolved. Photos may be required. Failure to report within 48 hours or failure to preserve packaging may limit or prevent available remedies from the carrier, supplier, manufacturer, or Medent LLC.

7. Defective Product Claims
If a product appears defective, contact Medent LLC promptly with the order number, product model, serial number if available, photos or videos if applicable, and a description of the issue. Some products may require manufacturer technical review, troubleshooting, repair, replacement, or warranty evaluation before any return or refund can be approved.

8. How to Request a Return
To request a return, email Medent LLC with the following information:

• Order number, invoice number, or quote reference.
• Customer name, company name, phone number, and email address.
• Product name, SKU, model number, part number, serial number, lot number, or manufacturer information if applicable.
• Quantity requested for return.
• Reason for return.
• Photos of the product, packaging, labels, and delivery condition when requested.

Return requests should be sent to: medentllc1@gmail.com

9. Return Shipping
Unless the return is due solely to an error by Medent LLC, the customer is responsible for all return shipping costs, insurance, carrier fees, packaging, and related charges. Customers should use a trackable and insured shipping method. Medent LLC is not responsible for returned items that are lost, delayed, damaged, refused, or misdelivered in transit.

10. Inspection and Refund Approval
After an approved return is received, Medent LLC will inspect the item. Refund approval is not automatic. If the item is used, damaged, incomplete, opened, missing components, not in original condition, or different from the approved return, Medent LLC may deny the refund, reduce the refund, apply fees, or return the item to the customer.

11. Refund Timing
Approved refunds are issued to the original payment method only. After Medent LLC receives and approves them returned item, refund processing typically takes 3-5 business days. Banks, card networks, payment processors, and other financial institutions may require additional posting time.

12. Exchanges
Exchanges may be handled as a return and a new order unless Medent LLC approves a direct exchange in writing. Price changes, shipping charges, manufacturer availability, and restocking fees may apply.

13. Order Cancellations
Cancellation requests must be submitted as soon as possible by email. Cancellation is not guaranteed. Once an order has entered processing, supplier routing, packing, labeling, freight scheduling, direct shipment, production, configuration, or shipment, cancellation may no longer be possible.

14. Refused, Undeliverable, or Unclaimed Shipments
Orders that are refused, unclaimed, returned to sender, or undeliverable because of an incorrect address, missing information, unavailable recipient, import issue, or customer refusal may be subject to outbound shipping charges, return shipping charges, carrier fees, accessorial fees, restocking fees, and handling costs.

15. Return Contact
Medent LLC | 13 Desert Thorn, Rancho Santa Margarita, CA 92688, United States | Email: medentllc1@gmail.com