Refund policy
Last updated: October 29, 2026
Return window
You can request a return within 30 days of receiving your order. Email Shai@surcamdental.com with your order number, the items and the reason. Items sent back without an approved return request are not accepted.
Conditions
- Items must be unused, in their original sealed packaging, with labels and lot numbers intact.
- Proof of purchase is required.
- Returned items are inspected before a refund is approved.
Items that cannot be returned
- Sterile products whose sterile packaging has been opened, punctured or damaged.
- Any product that has been used, tried in, or in contact with a patient.
- Custom or special-order items.
- Sale items and gift cards.
Opened sterile products cannot be returned for patient safety and traceability reasons, even if unused.
How it works
If the return is approved, we send a return shipping label and instructions. Pack the items securely in their original packaging.
Refunds
Approved refunds cover the price of the returned items and are issued to the original payment method. Original shipping costs, and import duties or taxes paid in the destination country, are not refunded unless the return is due to our error. Your bank or card issuer may take additional days to post the refund.
Damaged, defective or wrong items
Inspect your order on arrival. If an item is damaged, defective or not what you ordered, send your order number and photos to Shai@surcamdental.com or on WhatsApp within 7 days of delivery. We will replace the item or refund it in full, including shipping.
Exchanges
To exchange an item, return the original under this policy and place a new order for the item you need.
Questions
Email Shai@surcamdental.com or message us on WhatsApp.