Return and Refund Policy

This policy applies to products purchased directly through ds-implant.com or the Dental Solutions mobile applications. It is designed for professional and business purchases and forms part of the Terms of Service. It does not reduce any mandatory cancellation, conformity, warranty or refund right that applies to you by law; where mandatory law provides a longer period or a stronger remedy, that law prevails.

1. Commercial 10-day return window

You may request a return within 10 calendar days after delivery for an eligible product that is unused, unopened, unaltered and in its original saleable packaging with labels, seals and included accessories intact. Proof of purchase and prior return authorization are required. The 10-day period is our commercial policy for professional purchases; statutory consumer cancellation rights, where applicable, remain unaffected.

2. Sterile, regulated and non-returnable items

For patient safety and traceability, a sterile product can be returned only while every sterile barrier and tamper-evident seal remains intact. A product is not eligible for a change-of-mind return after its sterile barrier has been opened, damaged or compromised. Used, installed, customized, engraved, expired, clearance-final-sale, temperature-sensitive or otherwise non-resalable items are also excluded unless defective, incorrectly supplied or required to be accepted by law.

3. Defective, damaged or incorrect products

Inspect the shipment promptly. If an item arrives damaged, defective, incomplete or different from the order, contact us within 7 calendar days after delivery, or as soon as the issue could reasonably be discovered. Provide the order number, SKU, quantity, lot or batch details where present, and clear photographs of the product, packaging and shipping label. After verification, we will arrange an appropriate replacement, repair where suitable, or refund. We pay reasonable return shipping for a verified error, defect or transit damage attributable to us or our carrier.

4. How to request a return

• Use the Contact page and include the order number, items, quantities and reason.
• Wait for written approval and return instructions before sending anything. Unauthorized parcels may be refused or delayed.
• Pack products securely inside protective shipping packaging; do not place carrier labels directly on product packaging.
• Use a tracked service and retain the receipt. Include the return authorization reference.

5. Return shipping and customs

For an eligible non-defective return, the customer pays return shipping and bears transit risk until receipt. We do not charge a restocking fee. Original shipping, customs duties, taxes, brokerage and import charges are not refundable unless the return results from our verified error or applicable law requires otherwise. International customers must mark return documents as returned merchandise and are responsible for correct export paperwork; charges caused by incorrect documentation may be deducted where lawful.

6. Inspection and refund value

We inspect the returned goods against the authorization. Approved items are refunded at the merchandise amount actually paid after item-level discounts. Benefits, free items, bundle pricing and wallet rewards associated with a returned item may be recalculated or reversed. If part of a bundle is returned, the refund may reflect the retained items' normal price, but never in a way that overrides mandatory law. We will contact you before making a deduction for a materially diminished condition where such deduction is permitted.

7. Refund method and timing

After an approved return is received and inspected, we issue the refund within 5 business days. The default destination is the original payment method. Wallet credit is used only if you expressly choose it or if the original transaction was paid with wallet credit. Card issuers and payment providers may require additional time to display the credit. We notify you when the refund has been initiated.

8. Cancelling before dispatch

Contact us immediately if you need to cancel. If fulfillment has not started and the shipment can be stopped, we will cancel and refund the affected items. Once dispatched, the request is handled as a return. We may be unable to change a destination after carrier handoff.

9. Refused and undeliverable shipments

If a parcel is refused or returned because of an incorrect address, absent recipient, unpaid import charges or missing purchaser documentation, we may deduct the actual outbound, return, customs and carrier charges from the refund where permitted. We do not make such a deduction when the failure resulted from our error or when law prohibits it.

10. Product warranty and safety concerns

A defect discovered outside the initial reporting period may still be covered by a manufacturer warranty or mandatory conformity right. Stop using any product associated with a safety concern, preserve its packaging and traceability details, and contact us promptly. Do not return a used product that may present a biological hazard until our team provides safe-handling instructions.

11. Abuse and fair use

We may reject a return involving substituted goods, altered serial or lot data, fraudulent documentation, repeated abusive behavior or a product not supplied by us. This does not affect a legitimate statutory claim. Nothing in this policy limits our ability to offer a more favorable remedy in an individual case.

12. Contact

Start every return through the Contact page. The seller is PROTECH SOLUTIONS LTD, company 516280435, registered office: 1 Almazera, Mi'ilya 2514000, Israel. Do not send returns to the registered office unless the written return instructions expressly direct you there.