Scope of This Policy
This Shipping & Returns Policy applies to products and services supplied by [INSERT LEGAL ENTITY NAME] (“Curedent,” “we,” “us,” or “our”) where this policy is incorporated into the applicable transaction.
Because many dental products are manufactured, designed or otherwise prepared for a specific case, conventional retail return rules may not apply in the same way as they do to standard off-the-shelf goods.
A customer agreement, quotation, order confirmation, laboratory agreement, DSO agreement, private-label/OEM agreement or other written commercial agreement may contain different or additional terms. Where applicable, those agreed terms control to the extent specified in them.
Shipping & Delivery
Curedent ships completed physical products using the shipping method applicable to the customer, destination and service arrangement.
Shipping Service
[INSERT APPROVED CARRIERS / SHIPPING METHODS OR STATE THAT METHOD IS SHOWN AT ORDER CONFIRMATION]
Shipment Updates
[CONFIRM WHETHER AND HOW TRACKING INFORMATION IS PROVIDED]
Service Area
[INSERT VERIFIED COUNTRIES / REGIONS OR REFER TO CUSTOMER AGREEMENT]
Receiving Orders
Customers should review delivery information and inspect received packages promptly.
Production & Delivery Timing
Production time and shipping transit time are separate. Case timing may depend on the selected product or service, case complexity, completeness of submitted information, required approvals, manufacturing workflow, destination and shipping method.
Insert product-specific production estimates only after Curedent confirms the operational SLA and how the clock starts, pauses and changes when additional information or approval is required.
Shipping Fees
Shipping charges, if any, should be communicated through the applicable quotation, order confirmation, account arrangement or checkout process.
[INSERT ACTUAL POLICY FOR STANDARD SHIPPING, EXPEDITED SHIPPING, FREE-SHIPPING THRESHOLDS, ACCOUNT-BASED RATES OR OTHER CHARGES.]
Additional charges resulting from customer-requested expedited delivery, address corrections, special handling or other circumstances may apply where disclosed and permitted.
Delivery Information & Address Accuracy
Customers are responsible for providing complete and accurate delivery information. Notify Curedent as soon as possible if an address must be corrected.
Once a shipment has been transferred to the carrier, address changes may be unavailable or may result in additional fees or delay. The final policy should reflect Curedent's actual carrier arrangements.
International Shipping
Where international shipping is offered, delivery may be affected by customs processing, import requirements, carrier restrictions, local regulations and other factors outside normal production timing.
[CONFIRM INCOTERMS, IMPORTER-OF-RECORD RESPONSIBILITY, DUTIES, TAXES, CUSTOMS FEES AND AVAILABLE DESTINATIONS BEFORE PUBLICATION.]
Curedent should not promise international delivery to a market until product, regulatory, logistics and commercial requirements for that market have been confirmed.
Lost, Damaged or Incorrect Shipments
If an order appears lost, arrives damaged, or the contents do not match the applicable order, contact Curedent through the approved support channel as soon as reasonably possible.
Keep the case and shipment information available.
- customer or organization name;
- case/order reference;
- delivery or tracking reference, if available;
- a description of the issue; and
- photos of packaging/product where relevant and appropriate.
[INSERT THE VERIFIED REPORTING WINDOW AND CLAIM PROCESS AFTER CARRIER AND INTERNAL SOP REVIEW.]
Returns of Custom Dental Products
Many Curedent products may be custom-made, patient-specific, case-specific or manufactured according to submitted instructions or approved design data. For that reason, they generally cannot be restocked or resold like standard retail merchandise.
Do not send a product back without first contacting Curedent and receiving return instructions where a physical return is required.
Curedent must define which products, if any, are physically returnable and under what circumstances. The policy should distinguish manufacturing issues, shipping damage, customer changes, clinical adjustments and non-defective custom products.
Remakes & Case Review
Where a customer requests a remake, Curedent may review the applicable case information to determine the appropriate next step under the product-specific policy or customer agreement.
Review may consider the reported issue, original instructions, submitted records, approved design where applicable, manufacturing records, handling, fit/use information and any additional information reasonably needed to evaluate the request.
Report
Identify the case and describe the issue.
Review
Curedent reviews relevant case information.
Determine
Confirm whether remake, adjustment, new records, credit or another resolution applies.
Continue
Proceed according to the applicable case policy.
[INSERT VERIFIED REMAKE WINDOW, ELIGIBILITY, EXCLUSIONS AND ANY ASSOCIATED FEES.]
Clear Aligners, Retainers & Orthodontic Appliances
Aligner, retainer, splint, guard and other appliance cases may require product-specific rules because fit and treatment workflows can depend on clinical records, instructions, design approval, tooth movement, patient use and other case factors.
Refinements, replacement appliances, lost appliances, changes after approval and other case events should be governed by Curedent's applicable product policy and commercial terms.
Do not describe refinement fees, cancellation fees, replacement fees or free-remake entitlements until Curedent confirms the actual rules for each product line.
Digital Design Services
Digital design services do not involve a physical return in the conventional sense. Revision, cancellation, approval and credit rules for design-only services should be determined by the applicable service scope and customer agreement.
Once a design stage has begun or an agreed deliverable has been provided, cancellation or refund eligibility may differ from a request made before work begins.
[INSERT VERIFIED DESIGN REVISION, CANCELLATION AND CREDIT POLICY.]
Refunds, Credits & Adjustments
If Curedent determines that a refund, account credit, remake or other adjustment is appropriate, the method and amount should follow the applicable commercial policy or customer agreement.
Any approved refund timing may depend on the original payment method and payment processor.
[INSERT ACTUAL REFUND/CREDIT PROCESS, APPROVAL AUTHORITY AND PROCESSING TIMELINE.]
Order & Case Cancellations
Contact Curedent promptly if you need to request cancellation. Whether a case can be cancelled, and whether fees apply, may depend on how far the case has progressed through design, approval, material allocation or manufacturing.
[DEFINE POLICY]
[DEFINE POLICY]
[DEFINE POLICY]
[DEFINE POLICY]
Shipping & Case Support
For a shipping, remake, return or order issue, contact Curedent using the verified support channel:
Do not include sensitive patient information in ordinary email unless that channel has been specifically approved for the information being transmitted.