Refund policy

Shipping Policy:

Thank you for choosing Oradent Health for your oral care needs. We are committed to delivering a smooth and efficient shopping experience, including our shipping process. Here are the details of our shipping policy:

  1. Processing Time: We strive to process and dispatch all orders within 1-2 business days (excluding weekends and holidays). Once your order is processed, you will receive a confirmation email with tracking information.

  2. Shipping Methods: We offer standard shipping as well as an express shipping option for faster delivery. You can select the shipping method that best suits your needs at checkout.

  3. Shipping Charges: Shipping charges are calculated based on the weight and destination of your order. The shipping cost will be displayed at checkout before finalising your purchase.

  4. Estimated Delivery Time: Standard domestic orders within Australia can take 3-5 business days for delivery, while express shipping will expedite the delivery process to 1-3 Business days. For international orders, please allow 7-21 business days for standard delivery.

  5. Order Tracking: Once your order is shipped, you will receive tracking information via email. You can use the tracking number to monitor the progress of your package.

7 Day Smile Money Back Guarantee - Return Policy:

We want you to feel confident and satisfied with your purchase from Oradent Health. If for any reason you are not fully happy with your order, we offer a 7-day smile money-back guarantee. Here's how it works:

  1. Eligibility for Returns: You may request a return within 7 days from the date of delivery. 

  2. Return Process: To initiate a return or exchange, please contact our customer service team at returns@oradent.com.au with your order number and the reason for your return. We will provide you with instructions on how to return the item(s) and a return shipping label, if applicable.

  3. Return Shipping: Customers are responsible for return shipping costs, except in cases where the item received is damaged or defective.

  4. Refund or Exchange: Once your returned item is received and inspected, we will process your refund or exchange based on your preference.

  5. Refund Timeframe: Refunds will be issued to the original payment method and may take 5-10 business days to reflect in your account, depending on your bank or credit card company's processing time.

Please note that the 7-day smile money-back guarantee applies to the purchase price of the product, excluding any shipping costs (where applicable).

For any further inquiries or assistance with returns, please reach out to our customer support team.

Damaged or Defective Items:

If your order arrives damaged or defective, please contact our customer service team within 7 days of receiving your order. We will provide you with instructions on how to return the item(s) and a return shipping label, if applicable. Once we receive your returned item(s), we will inspect them and issue a refund or exchange, if applicable.

If you have any questions or concerns about our refund policy, please do not hesitate to contact us. We are always happy to help!

 Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items or gift cards excluding items that apply to the 7-Day Smile Money Back Guarantee.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, with tags, and in its original packaging.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at returns@oradent.com.au