Refund policy

Dentacore Return & Exchange Policy

At Dentacore Dental Supplies, we are committed to providing our customers with genuine, high-quality dental products and a clear and fair after-sales experience.

This Return & Exchange Policy is established in accordance with the applicable provisions of the Egyptian Consumer Protection Law No. 181 of 2018 and its Executive Regulations, including Prime Minister's Decree No. 822 of 2019.

1. Return or Exchange Within 14 Days

Customers have the right to return or exchange a product within 14 days from the date of receiving the product, without having to provide a reason, subject to the applicable legal exceptions.

For a return or exchange to be accepted, the product must generally be returned in the same condition in which it was received, including its original packaging, accessories, manuals, labels, and any accompanying items, where applicable.

The statutory right of return does not apply where the nature, characteristics, packaging, or condition of the product make it impossible to return it to its original condition or make resale unsuitable, or in other cases excluded by applicable law.

2. Defective or Non-Conforming Products

If a product is found to have a manufacturing defect, defect affecting its intended use, the customer has the right, in accordance with Egyptian law, to request an appropriate remedy.

Under the applicable consumer protection rules, defective or non-conforming goods may be returned or exchanged within 30 days from the date of receipt, subject to the applicable legal procedures.

Depending on the circumstances and the customer's request, Dentacore will arrange for:

Replacement of the product; or
Return of the product and refund of its value,

Where a return or exchange is requested for reasons not attributable to Dentacore, the customer will be responsible for the shipping costs of returning the product to Dentacore. In the case of an exchange, the customer will also be responsible for the shipping costs of sending the replacement product back to the customer. These costs will be communicated to the customer before the return or exchange is processed.

3. Wrong, Missing, or Damaged Products

If you receive:

A product different from the one ordered;
A missing item from your order; or
A product damaged during delivery,

please contact Dentacore as soon as possible after receiving the order.

Dentacore will investigate the issue and, where the error or damage is attributable to Dentacore or the delivery process, arrange the appropriate replacement, completion of the order, or refund without imposing costs that are legally required to be borne by Dentacore.

For delivery-related damage, customers are encouraged to document the condition of the package and product when received.

4. Refunds

Where a refund is legally due, Dentacore will process the refund using the same payment method used for the original purchase, unless another method is agreed with the customer or otherwise permitted by applicable law.

The timing of the refund will depend on the applicable legal provision and the payment method used.

5. Warranty and Manufacturer Support

Products covered by a manufacturer's or authorized distributor's warranty remain subject to the applicable warranty terms.

A warranty does not limit any mandatory consumer rights provided by Egyptian law.

Where a product requires technical inspection to determine whether an issue constitutes a manufacturing defect or warranty claim, Dentacore may coordinate with the manufacturer or authorized service provider for inspection and resolution.

6. Products That Cannot Be Returned Due to Their Nature

Certain dental products may be subject to specific return restrictions because of their medical, hygienic, sterile, consumable, or customized nature.

Any such restriction will be communicated to the customer where applicable and will not be applied in a manner that removes or reduces any mandatory right granted to the consumer under Egyptian law.

7. How to Request a Return or Exchange

To request a return or exchange, please contact Dentacore through our official customer-service channels and provide:

Order/invoice number;
Customer name and contact information;
Product name;
Reason for the return or exchange, where applicable;
Photos or videos of the product/package when relevant, particularly in cases of damage, wrong items, or visible defects.

Dentacore may request additional information or inspect the product when necessary to determine the appropriate resolution.