This page describes how we calculate refunds and outlines our policy on  refunds. Our refunds policy doesn't affect your statutory rights. Your refund and how your refund is issued may differ based on the condition of the item, how long you've had the item, and how the item was purchased.

When we will issue refunds

If the outer packaging is damaged

If the outer packaging is noticeably damaged (ie, not just superficial marks, it looks as though it has received damage that may have penetrated the insides) when the courier delivers it YOU MUST REFUSE TO ACCEPT THE DELIVERY and we will hold the courier company responsible. Your package should arrive in good condition, so if the outer packaging is significantly damaged it may indicate damage to the contents. When it arrives back at our premises we will examine the contents. If everything is fine we will re-package and re-send. If anything is damaged we will replace it. If you accept a damaged parcel instead of rejecting it, and then subsequently claim that the contents are damaged it may harm your claim. 

If the item is defective or damaged within 14 days

Please re-package the item carefully including all the original packaging, accessories, manuals and batteries if applicable, and return it to us, with a written explanation of what is wrong. This will help us take appropriate action to prevent the cause happening again. Please also indicate whether you want a refund or a replacement item. If you want a refund we will refund your original charge and your return postage charge.

If the item was not as described when you ordered it

We make every effort to give the correct and meaningful description for a product. However, if you've been supplied the wrong part or it isn't as described and is no use to you for that reason, please package it up and return it to us within 14 days when you discover the problem with a description of what is different and we will refund your original cost and of your return postage.

If you have changed your mind about an item after you ordered it

If you no longer need an item, you can return it for a refund in the following conditions:

- It is unused and as new
- For health and safety reasons it is not an intimate item. That is, it would not normally be used in someone's mouth or against their skin. For example, we would refund an x-ray apron, but not a dental curing light
- It is returned in its original undamaged packaging with all the accessories, manuals, batteries and protective bags.
- It arrives at our location within 14 days of the courier having delivered it.

In those circumstances we will give you a store voucher for the value of the original item, but not the delivery charge.

If you have damaged it or it has worn out through normal use.

Unfortunately, if you want another one you will have to buy one. However, if it is repairable or if only part of it is damaged, then contact us and we will do our best to help you with a repair or getting a replacement for the damaged component, especially if it's a large or complex item such as a dental chair. Please bear in mind though that because of modern manufacturing and distribution methods, if it is a relatively small item it will often end up being no cheaper to repair an item or replace a faulty part than buying a whole new one.

How Refunds Are Issued

Most refunds are issued based on the payment method used at the time of purchase. For details, and for an indication of how long it will take, see the chart below.


 Payment Method  Refund Method  Refund Time (after Return Is Received)
 Payment Card  Instant Refund to Payment Card  3-5 business days
 Bank Payment  Instant Refund to Specified Bank  Upon completion of the return request
 Promotional Certificate  No Refund Issued  N/A
 Payment Card & Promotional Certificate  store voucher  3-5 business days


Late Refunds

You can check the status of your refund in Your Account on the "My Returns" page.

If your refund doesn't appear in Your Account, and the processing time for your payment method has passed, contact us for further assistance.

Note: After the carrier has received your item, it can take up to 2 weeks for us to receive and process your return.


Will I be refunded any return postage costs?

We'll refund your return costs on items sold on 92trade if:

- You received an incorrect item, or

- You received a damaged item, or

- You received a defective item.