Return Policy

We have a 30-day return policy, which means the customer has 30-days after receiving their item to request a return.

To be eligible for a return, your item must be in the same condition that it was received, it must be unworn or unused, and in its original unopened packaging.  A receipt or proof of purchase will be required.

Discounted, expired or obsolete items will not be accepted for a return.

To start a return, please contact us at orders@emeralddental.com. Please note that returns will need to be sent to the following address: [71 Emerald Street South, Hamilton, Ontario, L8N 2V4, Canada.]

If the return is accepted, the customer will be responsible for shipping the returned item at their own expense. We will provide instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

A restocking of 15% will apply to applicable returns.

Shipping charges are final and will not be refunded.

Equipment Returns: Must be returned in saleable condition within 30 days of invoice date. A 15% restocking fee will apply. Equipment under warranty will be repaired according to the terms of the specific equipment warranty. Equipment out of warranty will be repaired, with all charges (including parts, labor, and shipping) paid by the customer. Shipping charges are the responsibility of the customer and will not be credited.

You can always contact us for any return question at orders@emeralddental.com.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged or if you are not satisfied with your order.

Damaged Items: In the case of the item being damaged or defective a full refund, credit or replacement items can be sent at the customer’s direction.

Delivery Issues:  If you have not received your items in 30 days or by the expected shipping date, please contact us and we will investigate this issue.

Wrong Items: We are not responsible for customers ordering incorrect items. A refund can be issued but a 15% restocking fee will apply. Before placing an order if you have any questions about our products, please contact us.

Incomplete Order: If your order was not completed to your satisfaction, please contact us and we will do our best to resolve the issue.

Exceptions / non-returnable items

Certain types of items cannot be returned such as flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Event Tickets: In the case of an event ticket or course booking being refunded, customers will only be refunded up to 5 days before the actual event. Any customer that wishes to refund their purchase 5 days before the event will not be able to qualify for a refund. In addition, customers who did not attend the event or course and wish for a refund will not be eligible.

To protect all our customers and ensure that we handle every return or exchange with reasonable fairness, we cannot accept a return or exchange in certain situations.

Please review these conditions:

• Products damaged by misuse, abuse, improper care or negligence or accidents.
• Products shows excessive wear and tear.
• Products lost or damaged by fire, flood or natural disaster.
• Products with missing label or labels that have been defaced.
• Products returned for personal reasons unrelated to product performance or satisfaction.
• Products that have been soiled or contaminated.
• Products purchased from other brands not affiliated Emerald Dental.
  
  

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.

International Orders

We do not ship items to the United States or to the European Union, only to customers within Canada. Customers must have a Canadian address for us to accept and ship orders. All customers that have a Non-Canadian shipping address will not have their order sent or accepted.

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. A restocking fee of 10% will apply to applicable refunds.
If more than 15 business days have passed since we’ve approved your return, please contact us at orders@emeralddental.com.

Reservation of Rights

Emerald Dental reserves the rights to amend this policy without prior notice. Customers should refer to the policy from time to time to review the most recent terms.