Return & Replacement Policy

Last Updated: June 2026

Suryadent® is a registered brand operated by NB Dental.

We strive to ensure that every order reaches our customers in excellent condition. If you experience an issue with your order, you may submit a return or replacement request in accordance with this policy.

1. How to Raise a Request

Customers can submit a return or replacement request through:

• My Account → Resolution Center

Each request receives a unique ticket number for tracking and communication purposes.

Requests submitted outside the eligible period may be automatically declined.

2. Eligibility Period

Standard Return / Replacement Window

Requests must be submitted within 7 days of delivery.

The delivery date is determined based on the order status recorded in our system.

3. 48-Hour Mandatory Reporting Window

The following issues must be reported within 48 hours of delivery:

• Damaged Product
• Wrong Item Received
• Missing Item
• Defective Product

Requests for the above reasons submitted after 48 hours may not be eligible for approval.

4. Acceptable Return / Replacement Reasons

Examples may include:

Within 48 Hours

• Product damaged during transit
• Wrong product received
• Missing item from shipment
• Manufacturing defect or functional defect

Within 7 Days

• Product not suitable for intended requirement
• Product did not meet expectations
• Other return or replacement requests subject to review

All requests remain subject to verification and approval.

5. Verification Process

To assist with verification, customers may be required to provide:

• Product photographs
• Packaging photographs
• Order details
• Additional information requested by our support team

Failure to provide requested information may affect eligibility.

6. Review & Resolution Process

Every request is reviewed by our support team.

Request status may include:

• Pending
• Under Review
• Approved
• Rejected
• Replacement Sent
• Refund Processed
• Resolved

Customers can monitor progress through:

• My Account → Resolution Center

Customers may also receive updates via email.

7. Duplicate Requests

Only one active request may be maintained for the same order and product combination.

Duplicate requests may be blocked while an existing request remains under review or has already been processed.

Customers should refer to the Resolution Center for updates regarding previously submitted requests.

8. Approval & Rejection

Submission of a request does not guarantee approval.

Requests may be approved or rejected after review of:

• Product condition
• Supporting images
• Complaint details
• Delivery records
• Order information
• Eligibility period

The decision of NB Dental shall be final in matters relating to return and replacement eligibility.

9. Replacement Policy

Where approved, a replacement product may be dispatched after successful verification.

Replacement dispatch timelines may vary depending on:

• Product availability
• Inventory status
• Logistics conditions

Customers will receive updates through the Resolution Center and applicable communication channels.

10. Refund Policy

Where a refund is approved, the refund will generally be initiated to the original payment method used for the order.

Actual credit timelines depend on:

• Banks
• Payment gateways
• Card issuers
• Financial institutions

Processing times may vary.

11. Non-Eligible Situations

Requests may be declined in situations including but not limited to:

• Request submitted outside the applicable time period
• Product misuse
• Physical damage caused after delivery
• Missing required information
• Products returned in unsatisfactory condition
• Fraudulent or abusive claims

12. Resolution Center

Customers can track:

• Ticket Number
• Complaint Status
• Latest Updates
• Resolution Progress

through:

• My Account → Resolution Center

Customers are encouraged to review updates regularly.