Refund Policy

You are eligible for a full refund in the following circumstances:

• You received a damaged or defective product and reported it within 48 hours of delivery with photographic evidence.
• The product delivered was incorrect (wrong item, wrong quantity, or wrong shade/specification).
• Your order was lost in transit and not delivered within 10 business days of dispatch.
• The product is expired or within 3 months of its expiry date at the time of delivery.
• The product is not authentic — though we guarantee 100% authenticity on all items.
• You cancelled the order before it was dispatched from our warehouse.

• Opened sterile/single-use products — needles, cartridges, disposables, gloves, masks.
• Temperature-sensitive items that have been opened (dental cements, bonding agents, impression materials).
• Products damaged due to improper storage or handling by the customer.
• Items purchased during clearance / final sale promotions (clearly marked at time of purchase).
• Orders where the 7-day return window has lapsed without prior communication to our team.
• Custom / indent orders placed specifically for your clinic.

• Log into your OSL Dental account and navigate to My Orders → Select Order → Request Refund.
• Select the reason for refund and upload clear photographs if the product is damaged or incorrect.
• Our team will review your request within 24 business hours and either approve or reach out for more information.
• Once approved, the refund is initiated to your original payment method within the timelines listed above.
• You will receive an email and SMS confirmation once the refund is processed.

In some cases, a partial refund may be issued:

• If only a part of your order (specific items) qualifies for a refund, we refund only those items.
• If a product shows signs of use but is otherwise eligible, we may deduct a restocking fee of up to 15%.
• Shipping charges are non-refundable unless the return is due to our error.
• Applied coupon discounts are deducted proportionally from the refund amount.