Refund and Returns Policy
Medonticals Return, Replacement & Warranty Policy
Effective Date: [01/01/2026]
Last Updated: [01/22/2026]
This Return, Replacement & Warranty Policy (“Policy”) governs the terms under which products purchased from Medonticals may be returned, replaced, or claimed under warranty. By placing an order on the Medonticals website or mobile application, the customer agrees to be bound by this Policy.
1. Return & Replacement Eligibility
1.1 Medonticals offers a return or replacement facility for eligible products within ten (10) days from the date of delivery, subject to inspection and approval by the Company’s Quality Check Team.
1.2 Products shall be eligible for return or replacement only if all the following conditions are satisfied:
a) The product is unused, uninstalled, and unaltered
b) The original seal is intact and has not been tampered with
c) All original components, accessories, manuals, warranty cards, and packaging are returned
d) The product packaging is undamaged and in resalable condition
e) The product returned is the same product as originally delivered
1.3 We will deliver the replacement within 10 days/time.
1.4 Medonticals reserves the right to reject any return or replacement request that does not comply with the above conditions.
2. Technical Support & Issue Resolution
2.1 Prior to approving a return or replacement, Medonticals may attempt to resolve the reported issue through:
a) Remote troubleshooting via phone, video call, or online support
b) Assistance from the Company’s technical team or authorized vendor
2.2 Where applicable, the customer may be requested to engage a local technician to resolve minor issues. Any technician charges incurred shall be reimbursed by Medonticals upon submission of valid proof, subject to approval.
2.3 If the customer declines local technician assistance, Medonticals shall assess the request and may arrange a reverse pickup at its discretion.
3. Delivery-Related Issues
3.1 Customers are advised not to accept delivery if the outer shipping package is visibly damaged or if the seal appears tampered with.
3.2 Any such delivery-related issue must be reported immediately to Medonticals customer support.
4. Reporting Damaged, Missing, or Incorrect Products
4.1 The customer must report any of the following issues within forty-eight (48) hours of delivery:
a) Damaged products
b) Missing parts, accessories, or components
c) Missing complete products
d) Incorrect product delivered
4.2 Failure to report such issues within the stipulated timeframe shall result in automatic rejection of the claim.
5. Return Request Procedure
5.1 Return or replacement requests must be submitted online through the Medonticals website or mobile application.
5.2 Customers are required to provide clear photographic evidence or a short video demonstrating the defect or issue within ten (10) days of delivery.
5.3 Medonticals reserves the right to deny any request where required information or evidence is not submitted within the specified timeframe.
6. Replacement & Refund Policy
6.1 For all approved return requests raised within ten (10) working days from delivery, Medonticals shall provide a replacement.
6.2 In the event the replacement product is unavailable or out of stock, Medonticals shall initiate a refund to the original mode of payment.
6.3 Refund timelines shall be governed by the Company’s internal processing standards and the policies of the respective payment gateway or banking institution.
7. Return Fees & Deductions
7.1 Medonticals reserves the right to levy a return fee in the following circumstances:
a) A fee of INR 95 shall be charged for partial returns where the remaining order value is less than INR 2,500
b) A fee of INR 95 shall be charged for complete order returns where the original order value is less than INR 2,500
7.2 If a customer sends any product other than the return-approved item, the customer shall be solely responsible for all logistics, pickup, and re-delivery costs.
8. Non-Returnable Products
8.1 The following categories of products are non-returnable and non-replaceable, except in cases of manufacturing defects or transit damage reported within 48 hours:
a) Products used directly on patients, including but not limited to tooth creams, mousses, orthodontic trainers, water flossers, chin caps, headgear, face masks, and myofunctional appliances
b) Products classified under Pharmacy or consumables, including hand sanitizers and normal saline
c) Disposable or hygiene-sensitive items, including applicator tips, cheek retractors, disposable airotors, disposable diagnostic instruments, and diamond burs
d) Dental equipment and furniture, including dental chairs
e) Typodont teeth, dappen dishes, education models, and training aids
f) Products priced below INR 250 where the ordered quantity is one (1)
g) Products clearly labeled as “Short Expiry” on the product detail page
8.2 Customers are advised to review product details carefully prior to placing an order.
9. Warranty Claims
9.1 Physical, accidental, or mishandling damage is not covered under any warranty.
9.2 All products sold by Medonticals are subject only to the original manufacturer’s or importer’s warranty, if applicable.
9.3 Warranty servicing, repair, or replacement shall be the sole responsibility of the respective manufacturer or importer.
9.4 Medonticals shall not be liable for warranty replacements; however, the Company may assist customers in registering warranty or service requests.
9.5 Customers are advised to review warranty terms provided on the product detail page prior to raising any warranty-related claim.
10. Limitation of Liability
To the maximum extent permitted by law, Medonticals shall not be liable for any indirect, incidental, or consequential damages arising out of the use of or inability to use the products purchased.
11. Governing Law & Jurisdiction
This Policy shall be governed by and construed in accordance with the laws of India. Any disputes arising under this Policy shall be subject to the exclusive jurisdiction of the competent courts located in Hyderabad – Telangana.
12. Amendments
Medonticals reserves the right to amend, modify, or update this Policy at any time without prior notice. The revised Policy shall be effective immediately upon publication on the website.