Return & Refund Policy

Effective Date: 30/05/2026

At Orange Instrument, customer satisfaction and product quality are our top priorities. We strive to ensure that all dental and surgical instruments supplied meet the highest standards of precision and reliability. This Return & Refund Policy outlines the terms and conditions regarding product returns, replacements, and refunds.

1. Eligibility for Returns

Customers may request a return under the following circumstances:

  • The product received is defective or damaged upon arrival

  • Incorrect items were delivered

  • The product has a verified manufacturing defect

  • The order received does not match the confirmed specifications

To qualify for a return, products must:

  • Be unused and in original condition (unless defective)

  • Be returned in original packaging where possible

  • Include proof of purchase (invoice or order confirmation)

  • Be reported within the applicable return period

2. Return Request Timeline

Customers must notify Orange Instrument of any issue:

  • Within 7 days of receiving the order for damaged, incorrect, or missing items

  • Within 14 days for manufacturing defects discovered during initial inspection or intended use

Claims submitted after the stated period may not be eligible for approval.

3. Non-Returnable Items

For hygiene, safety, and customization reasons, the following items are generally non-returnable and non-refundable:

  • Used dental or surgical instruments

  • Sterilized or altered products

  • Customized or OEM/private label products

  • Products damaged due to misuse, improper sterilization, or negligence

  • Clearance or special-order items (unless defective)

4. Return Authorization Process

Before returning any product, customers must contact our support team for authorization.

Please provide:

  • Order number or invoice copy

  • Product details

  • Description of the issue

  • Clear photographs or videos (if applicable)

Unauthorized returns may not be accepted.

5. Inspection & Approval

All returned products are subject to inspection by our quality assurance team.

Once reviewed, we will notify the customer regarding:

  • Approval of replacement

  • Repair eligibility (where applicable)

  • Refund approval or rejection

Orange Instrument reserves the right to reject returns that do not meet policy requirements.

6. Refund Policy

Approved refunds will be processed under the following conditions:

  • Refunds are issued only after inspection and approval

  • Shipping charges are generally non-refundable unless the error was caused by Orange Instrument

  • Refunds will be made through the original payment method unless otherwise agreed

Refund processing times may vary depending on payment providers and banking institutions.

7. Replacements

Where applicable, Orange Instrument may offer a replacement product instead of a refund for:

  • Manufacturing defects

  • Incorrect shipments

  • Transit-related damage (verified upon delivery)

8. Shipping Responsibility

  • If the return is due to an error by Orange Instrument, return shipping costs may be covered by us.

  • For non-defective approved returns, shipping costs are the responsibility of the customer unless otherwise agreed.

9. Damaged Shipments

If products arrive visibly damaged:

  1. Inspect the shipment upon delivery

  2. Report the issue immediately

  3. Share photographs of the damaged packaging and product

Prompt reporting helps us resolve claims efficiently.

10. Contact Us

For return requests or refund inquiries, please contact:

Orange Instrument Customer Support
Email: info@orangeinstrument.de
Website: https://orangeinstrument.de

We are committed to providing prompt assistance and maintaining long-term relationships built on trust, quality, and reliability.