JACO Dental Shop is committed to providing you the support needed to care for you and your family's dental health outside of the dental practice, in your home. If you are not satisfied with the product you purchased, you can return the products for a refund or exchange within the policies outlined below. Our return policy is in accordance with the Australian Consumer Law. If the requirements for refund or exchange are not satisfied, JACO Dental Shop reserves the right not to offer an exchange or refund.
What can be returned
You can request a refund or exchange for the below reasons:
- change of mind
- damaged or faulty
For health reasons, the following items CAN NOT be returned or exchanged:
- medicated dental products
If you received a parcel that is damaged, DO NOT sign for it and request to return it to JACO Dental Shop as DAMAGED IN TRANSIT. Please then contact us and we will follow-it up with Sendle
If the product is faulty, please contact us immediately. Depending on the product's manufacturer's policy for the product, we may be able to offer either a replacement, refund, exchange or place you in contact with the manufacturer for warranty support.
When returns must be made
All returns and exchange requests must be made within 7 days of your order being received.
Where to send your return
Please ensure that you have confirmed with us first before returning your product. Unauthorised returns may be refused. No item will be refunded until we have received the product and assessed it.
Post your returns to:
Suite 202, 6 Spring St
Chatswood NSW 2067
Alternatively, you can visit us at the dental practice to arrange a refund or exchange (subject to the same returns policy). Our opening hours are Monday-Friday 9am-5pm and Saturday 10am-3pm.
What to include in your return
Please ensure the product is packed in a sturdy and secure manner to avoid any damage in transit. Please include one of the following proof of purchase documents:
- online tax invoice (NOT order confirmation)
- financial statement (i.e. bank statement, credit card statement)
Policy for shipping on returns
Return postage will not be reimbursed.
Original shipping will not be refunded, unless the wrong product was supplied by JACO Dental Shop or the product has been assessed as faulty.
Replacement item/s will incur a new shipping fee, unless the wrong product was supplied by JACO Dental Shop or the product has been assessed as faulty.
How refunds are processed
Approved refunds must be processed via the payment used to place the order (i.e. if you used a credit card, the refund must be processed on the same credit card).
How returns/exchange requests are assessed
Once we receive the returned product, we will assess whether it is in saleable condition and/or damaged. For a full refund or exchange to be approved, the product must be returned in a saleable condition (i.e. hasn't been opened or used, and is in its origianl packaging with all manuals, packaging and accessories included) with original proof of purchase. If the product is damaged, we will contact the manufacturer for their assessment.