You may request a return within 30 calendar days after your order is delivered. To be eligible, you must provide the order number or other proof of purchase and receive return authorization from us before sending the product back.

Unopened products

An unopened product is generally eligible when it is unused, undamaged, complete, and returned in its original packaging with its labels, seals, accessories, instructions, and components intact.

Opened-product satisfaction guarantee

To help dental professionals evaluate our products with confidence, an opened product may still qualify for a return when it has not been:

• used on or in connection with a patient;
• exposed to blood, saliva, tissue, biological material, chemicals, or other contamination;
• sterilized, disinfected, reprocessed, modified, sharpened, bent, altered, or damaged through misuse; or
• returned with essential components or a material portion of the product missing.

Opened-product returns are subject to inspection. We may request photographs or other information needed to confirm the product’s condition and safe handling.

Products sent to us without prior return authorization may be refused or returned to the sender.

Email info@candentgroup.ca before shipping anything back. Include:

• your order number;
• the product name, size, and quantity;
• the reason for the return; and
• clear photographs when the item is damaged, defective, incorrect, opened, or otherwise requires assessment.

If the return is approved, we will provide return instructions and confirm whether a prepaid shipping label will be issued.

Please package the return securely. We recommend using a trackable shipping service because you remain responsible for the return until it is received by us, except where we arranged the carrier or return label.

• Our error, damage, or confirmed defect: We will provide or reimburse reasonable return shipping when the product arrived damaged, was defective, or was not the product ordered.
• Change of mind, compatibility, or ordering error: The customer is responsible for return shipping unless we agree otherwise in writing.
• Original delivery charges: Original shipping, expedited delivery, customs charges, brokerage charges, and duties are generally non-refundable unless the return resulted from our error or a refund is required by law.

Please inspect your order promptly after delivery. Contact us as soon as reasonably possible if the package or product is damaged, defective, incomplete, or incorrect. Providing photographs of the shipping box, shipping label, packaging, lot number, and product may help us resolve the matter more quickly.

After reviewing the issue, we may offer a replacement, refund, store credit, missing component, or another appropriate solution. Please do not discard a damaged or defective product or its packaging until we confirm that it is no longer required for assessment.

For safety, hygiene, traceability, and infection-control reasons, we cannot accept a product that has been used on a patient, exposed to biological material, contaminated, sterilized, disinfected, reprocessed, or otherwise made unsafe to handle.

A sterile product with an opened, punctured, wet, damaged, or otherwise compromised sterile barrier is ordinarily non-returnable unless:

• the sterile barrier was already compromised when the product arrived;
• we sent the wrong product; or
• we specifically approve the item under our opened-product satisfaction guarantee after confirming that it was not clinically used or contaminated.

Do not return any sharp, contaminated, biohazardous, or clinically used product by mail or courier. Contact us first for safe instructions.

Unless the product arrived damaged, defective, incomplete, or incorrect, we generally cannot accept returns of:

• products used clinically or exposed to contamination;
• products that have been sterilized, disinfected, reprocessed, modified, or altered;
• custom, personalized, private-label, special-order, or non-stock products;
• products clearly marked “final sale” before purchase;
• activated software, downloaded digital products, or licence keys after activation or delivery; and
• gift cards, except where a refund is required by law.

Sale or clearance pricing alone does not make an item final sale unless the product is clearly identified as final sale before purchase.

For a different size, model, or product, the fastest process is usually to return the eligible item and place a new order after the return is approved. When an item is damaged, defective, incomplete, or incorrect, we may arrange a direct replacement instead.

Replacement products are subject to availability. If a replacement is unavailable, we may issue a refund or store credit.

Contact us immediately if you need to change or cancel an order. We will try to accommodate the request, but we cannot guarantee changes or cancellation after an order has entered fulfillment, been prepared for shipment, or been shipped.

If the order has already shipped, the applicable return terms and shipping responsibilities in this policy will apply.

We will notify you after receiving and inspecting the return. If approved, the refund will be issued to the original payment method, normally within 10 business days after approval.

Your bank or card issuer may require additional time to process and post the credit. If more than 15 business days have passed since we confirmed approval, contact info@candentgroup.ca.

A refund may be reduced to reflect missing items, missing components, or damage beyond what is reasonably necessary to inspect the product, where permitted by law. We will explain any adjustment before completing the refund.

Nothing in this policy limits any non-waivable right or remedy available to you under applicable consumer-protection law, including rights that may apply to products that are misrepresented, defective, incorrect, or not delivered as agreed.