We Stand Behind Every Product We Ship.
If a DentAct product genuinely doesn’t deliver the clinical outcome you expect, we’ll replace it. Here’s exactly how it works.
Replacement Only — Not a Cash Refund
DentAct does not offer monetary refunds. If your claim is approved, we resolve it by sending you a replacement of the product — not a refund to your bank account, UPI, or card. Our goal is simple: if a product didn’t perform the way it should have, you get one that does.
What’s Covered
A replacement applies when the product itself is at fault — not when the outcome depends on technique, case selection, or handling.
✓ Eligible for Replacement
- The product didn’t perform or deliver the expected clinical outcome when used as per the IFU (Instructions for Use)
- Genuine manufacturing defect (e.g. inconsistent setting, discolouration, contamination)
- Damaged, leaking, or broken packaging received at delivery
- Wrong product or wrong quantity shipped due to our error
✕ Not Eligible
- Change of mind or product no longer required
- Product used after its labelled expiry date
- Product stored or handled outside recommended conditions
- Used in a manner inconsistent with the IFU
- Clinical variation caused by technique, moisture control, or case selection, unrelated to the product itself
How to Request a Replacement
To process a claim — and to trace exactly where and when the product entered the market — we require a valid proof of purchase along with your report.
- Reach out to us on WhatsApp, phone, or email with your proof of purchase — your invoice or order number, and where you bought it from (directly via dentact.com, or through one of our distributors/retailers) — as soon as you notice the issue.
- Share clear photos or a short video of the product and the issue, along with the Batch/Lot number printed on the carton or syringe/bottle label.
- Our quality team reviews the details. In most cases this is enough — you won’t need to send the product back. In select cases, we may ask you to send it to us for further inspection before approving the claim.
- Once approved, we dispatch your replacement. Every claim is reviewed on its own merits — there’s no fixed reporting deadline, but we’d encourage you to reach out as soon as you notice a problem so we can assess it accurately.
Batch-Level Quality Action
Every DentAct product carries a traceable Batch/Lot number from the point of manufacture. The proof of purchase and batch number you share with us help our quality team trace exactly where and when that batch reached the market.
If a batch shows a pattern of valid complaints, DentAct reserves the right to proactively withdraw or replace the remaining stock from that batch — including reaching out to other clinics or distributors who received it during that period, wherever traceable through purchase records.
Shipping for the Replacement
Shipping arrangements for an approved replacement — including whether return shipping is needed and who bears the cost — are decided case-by-case based on the nature of the issue, and will be communicated to you by our team during the review.
Have an Issue With a Recent Order?
Send us your photos/video and batch number — our team typically responds fast.