Returns and Refund Policy

1. Business customers only

Dontix GmbH's offering is intended exclusively for entrepreneurs within the meaning of Section 14 of the German Civil Code (BGB), in particular dentists, orthodontists, dental and orthodontic practices, clinics, dental laboratories and other commercial or self-employed professional users.

Contracts with consumers within the meaning of Section 13 BGB are not concluded.

By placing an order, the customer confirms that they are acting in the course of their commercial or self-employed professional activity. There is therefore no statutory consumer right of withdrawal.

2. No general right of return

There is no contractual right of return or exchange for correctly delivered, non-defective goods. However, Dontix GmbH may accept a return in individual cases as a goodwill gesture. There is no entitlement to this. Goods may only be returned with prior written approval from Dontix GmbH.

3. Time limit for voluntary returns

Requests for voluntary return of non-defective goods must reach us within 10 calendar days of receipt of the goods. After this period, returns are generally excluded.

4. Conditions for a return

A voluntary return can only be accepted if the goods:

are unused and undamaged,
are complete,
are in perfect, resaleable condition,
are in their undamaged original packaging,
have not been opened, unsealed or otherwise impaired,
have been stored correctly, and
have sufficient remaining shelf life.

Dontix GmbH determines whether these conditions are met after inspecting the returned goods.

5. Goods excluded from return

Voluntary returns exclude, in particular:

opened or unsealed medical devices,
sterile products once their packaging has been opened or damaged,
hygiene products once their packaging has been opened,
products already used,
products with damaged original packaging or removed labels,
products manufactured or configured specifically for the customer,
custom-made products, special orders and goods procured specifically for the customer,
discontinued and clearance goods,
heavily discounted goods or goods expressly marked as non-returnable,
products with short or reduced remaining shelf life, and
goods that are no longer fully resaleable due to improper storage or handling.

6. Return shipping costs and risk

For voluntary returns of non-defective goods, the customer bears all return shipping costs and risks. We therefore recommend an adequately insured, trackable shipping method.

7. Handling and restocking fees

For voluntarily accepted returns, Dontix GmbH may charge a reasonable handling or restocking fee. The amount will be communicated before the return is authorised. Shipping, packaging, express delivery and other additional costs already incurred are not refunded for voluntary returns.

8. Inspection and refund

Accepting a return does not acknowledge an entitlement to a refund. Goods are inspected on receipt. If the return conditions are not met, a refund may be refused in whole or in part.

If the return has been approved and the goods meet these conditions, the refund is generally issued after inspection via the original payment method or, by agreement, as a credit to the customer's account.

9. Incorrect deliveries and defective goods

If Dontix GmbH has delivered the wrong item or quantity, or if the goods are damaged or defective, please notify us as soon as possible.

Where possible, provide the order or invoice number, item number, batch or LOT number (if available), a description of the problem and photographs of the goods and packaging.

Do not return goods on your own initiative; wait for our return instructions. For an incorrect delivery confirmed by us, we cover the necessary return shipping costs.

Statutory warranty and defect rights remain unaffected.

10. Unannounced returns

Dontix GmbH may reject returns sent without prior written approval. Receipt of an unannounced return does not create any entitlement to a refund, exchange or credit.

11. Contact and return address

Dontix GmbH
Naurather Straße 8
54313 Zemmer
Germany
Email: info@dontix.de
Telephone: +49 (0) 6580 3090601

Please include the relevant order or invoice number and the return authorisation issued by us with every return.