Fusion Dent

1. Purpose and Scope

This Refund, Returns, Exchange and Credit Policy (“Policy”) governs all post-sale requests relating to refunds, returns, exchanges, replacements, credits, shortages, transit discrepancies, defective goods claims, and commercial adjustments concerning any products supplied by Fusion Dent (“Fusion Dent”, “Company”, “we”, “us”, “our”).

This Policy applies to all customers including clinics, dental laboratories, distributors, resellers, practitioners, trade account holders, and all commercial purchasers (“Customer”, “you”, “your”).

This Policy forms part of, and shall be read together with, the Fusion Dent Terms and Conditions.

2. General Commercial Position – No Monetary Refunds

Due to the technical, professional, hygienic, traceability, inventory-control, and regulatory nature of dental implant systems and related restorative components, Fusion Dent operates a strict no monetary refund policy.

Except where expressly required by mandatory applicable law, Fusion Dent does not provide:

● cash refunds;

● card reversals;

● bank transfer reimbursements;

● payment charge reversals;

● goodwill cash settlements;

● compensation payments following completed sale transactions.

Once an order has been confirmed, processed, packed, allocated, dispatched, collected, or delivered, payment shall ordinarily be non-refundable.

3. Customer Acknowledgement

By placing an order with Fusion Dent, the Customer acknowledges and accepts that purchases are made on a final-sale basis subject only to such exchange, replacement, or credit remedies as Fusion Dent may approve under this Policy.

4. Orders Not Eligible for Cancellation

The following orders may be treated as firm and irrevocable immediately upon acceptance:

● special-order goods;

● non-stock procurement items;

● made-to-order kits;

● customised or modified components;

● sterile inventory reserved specifically for customer demand;

● volume discounted procurement lots;

● promotional bundles;

● discontinued or clearance stock.

Fusion Dent reserves the right to refuse cancellation requests after processing has commenced.

5. Circumstances Potentially Eligible for Exchange or Credit Review

At Fusion Dent’s sole discretion, the Company may consider an exchange, replacement, store credit, or account adjustment where one or more of the following applies:

● incorrect item supplied by Fusion Dent;

● picking or dispatch error attributable to Fusion Dent;

● quantity shortage verified upon delivery;

● product damaged in transit and timely reported;

● documented manufacturing defect confirmed after inspection;

● compatibility exchange request involving sealed and unused goods;

● duplicate shipment caused solely by Fusion Dent administrative error.

No request shall be deemed approved unless confirmed in writing.

6. No Automatic Right of Return

Fusion Dent does not operate a general satisfaction-guarantee return programme. A customer’s change of mind, surplus stock, ordering mistake, purchasing error, delayed project, treatment cancellation, or inability to use goods does not create an entitlement to refund or return.

7. Eligibility Conditions for Exchange Requests

Where Fusion Dent elects to consider an exchange request, returned goods must ordinarily satisfy all of the following conditions:

● unused and uninstalled;

● unopened or seal-intact where applicable;

● free from contamination or clinical exposure;

● undamaged and unmarked;

● complete with original packaging;

● accompanied by invoice or order reference;

● accompanied by lot, batch, or traceability data where relevant;

● capable of resale or reintegration into controlled inventory.

Failure to satisfy these conditions may result in refusal.

8. Non-Returnable / Non-Exchangeable Goods

Without limitation, the following goods are ordinarily excluded from return, refund, or exchange:

● used implants;

● used healing abutments;

● clinically handled components;

● opened sterile products;

● custom-made items;

● modified or altered products;

● engraved products;

● products with broken seals;

● discontinued items;

● expired goods;

● products damaged after delivery;

● items stored improperly by customer;

● goods lacking traceability references.

9. Time Limits for Notification

Customers must notify Fusion Dent in writing within the following indicative periods:

● shortages / visible damage / incorrect goods: within forty-eight (48) hours of delivery;

● transit packaging anomalies: immediately upon receipt where possible;

● latent defect claims: promptly after discovery;

● invoice discrepancies: within seven (7) days of invoice date unless otherwise agreed.

Delayed reporting may prejudice investigation and may result in rejection.

10. Return Merchandise Authorisation (RMA)

No item may be returned without prior written authorisation from Fusion Dent, including an RMA number or equivalent approval reference.

Unauthorised returns may be:

● refused at delivery point;

● quarantined pending identification;

● returned to sender;

● disposed of where unsafe or unidentifiable, subject to law.

Issuance of an RMA does not guarantee approval of refund, credit, or exchange.

11. Inspection and Verification Rights

Fusion Dent reserves the unrestricted right to inspect any returned or disputed goods before determining outcome of any claim.

Inspection may include:

● packaging review;

● batch verification;

● dimensional review;

● contamination assessment;

● sterility seal review;

● wear analysis;

● photographic comparison;

● manufacturer consultation;

● serial or lot traceability checks.

12. Manufacturing Defect Claims

Where a manufacturing defect is alleged, the Customer may be required to provide:

● product code;

● lot or batch number;

● date of purchase;

● proof of purchase;

● written description of issue;

● photographs or video evidence;

● practitioner observations where relevant;

● return of affected goods for technical review.

No defect claim shall be accepted until verified by Fusion Dent and/or the relevant manufacturing source where applicable.

13. Approved Remedies

Where a claim is accepted, Fusion Dent may determine the most commercially appropriate remedy, including:

● replacement with identical product;

● replacement with equivalent product;

● component swap;

● account credit for future orders;

● partial credit where proportionate;

● repair or remedial supply where appropriate.

Refund of monies shall remain exceptional and only where legally mandatory or expressly authorised by senior management in writing.

14. Compatibility Exchange Requests

Where a Customer orders the incorrect platform, size, connection type, or restorative interface, Fusion Dent may, as a discretionary accommodation, consider exchange of unopened and resaleable goods.

Any such request may be refused where:

● seals are broken;

● packaging is damaged;

● traceability compromised;

● item is obsolete;

● replacement stock unavailable.

15. Shipping and Logistics Costs

Unless the underlying error arose solely from Fusion Dent, all shipping, insurance, customs, courier, handling, and re-delivery costs associated with approved exchanges or returns shall be borne by the Customer.

Fusion Dent may deduct such costs from any approved credit where lawful.

16. Restocking and Administrative Charges

Where permitted by law and commercially justified, Fusion Dent reserves the right to apply restocking, inspection, repackaging, administrative, or processing charges in relation to approved returns or exchanges.

17. Credits on Account

Where store credit or account credit is issued:

● it may be non-transferable;

● it may only be used against future purchases;

● it may not be redeemable for cash;

● it may be subject to expiry where lawful and notified;

● it may be offset against overdue balances.

18. Chargebacks and Payment Disputes

Where a customer initiates a payment chargeback or unauthorised dispute without first engaging Fusion Dent’s claims process, Fusion Dent reserves the right to:

● suspend trading privileges;

● freeze pending orders;

● contest the dispute with evidence;

● recover related costs;

● close customer accounts.

19. No Liability for Consequential Loss

This Policy does not provide reimbursement for:

● surgery rescheduling;

● practitioner time;

● laboratory charges;

● patient compensation;

● clinical downtime;

● travel costs;

● loss of revenue;

● reputational damage;

● third-party claims.

20. Fraud Prevention and Abuse

Fusion Dent reserves the right to reject repetitive, abusive, fraudulent, bad-faith, or unsupported claims and may require enhanced verification for future transactions.

21. Force Majeure

Fusion Dent shall not be liable for inability to process returns, exchanges, or claims where affected by circumstances beyond reasonable control including courier disruption, customs seizure, government restrictions, cyber incidents, or natural events.

22. Reservation of Rights

Fusion Dent reserves the right to:

● interpret this Policy reasonably and commercially;

● request additional evidence;

● amend procedures;

● withdraw discretionary concessions;

● make final determinations on claim eligibility subject to applicable law.

23. Governing Law

This Policy shall be governed by the same governing law provisions contained within the Fusion Dent Terms and Conditions.

24. Contact and Claims Submission

All requests relating to shortages, transit damage, exchanges, defects, credits, or post-sale adjustments must be submitted through Fusion Dent’s official customer support or website contact channels with all relevant supporting information.