Refund, Exchange, and Return Policy
Based on the Consumer Protection Code (Law No. 8.078/1990). Understand your rights and our procedures.
Care Upon Receiving Your Order
Refuse to accept the product if any of the following occur:
- Packaging violated or damaged
- Product damaged (open the packaging in the presence of the delivery person)
- Product not in accordance with the order (see invoice outside the packaging)
The Post Office does not accept claims for damage after delivery. If you still receive a damaged product, contact us immediately. If you refuse the package, make a formal refusal and draw up the irregularity report provided by the courier so that we can arrange a replacement or refund.
Return Policy (Regret)
If you are not satisfied, the product did not fit, or you regret your purchase, you can request a return within 7 calendar days after receipt (CDC - Art. 49).
Mandatory conditions for acceptance:
- Product in original and unopened packaging (sealed packaging and sterile products)
- No signs of use
- With all items and accessories received
- Original packaging and labels preserved
To request, contact us through the channels above, informing the order number and images of the product demonstrating no use.
Exchange Policy (Wrong or Incomplete Product)
If you received a different product than purchased or without any accessory, contact us within 7 calendar days after receipt. Send photos of the product and the order number. Once the error is confirmed, we will initiate the exchange at no additional cost. In case of a size error, also photograph the label.
Defective Product Received
For manufacturing or functional defects in electronic and mechanical equipment, you have 90 calendar days after delivery to request an exchange or return (CDC - Art. 26, II). After this period, only directly with the manufacturer/supplier/importer.
Exceptions — Non-Returnable Items
In accordance with Anvisa and the CDC, we do not accept returns for:
- Pharmaceuticals and perishables (Law 13.415/2017)
- Opened cosmetic products (lipsticks, toothpastes, essential oils, etc.)
- Hazardous materials, flammable liquids, or gases
- Promotional items or gift cards
- Customized products or special orders
Returns of these items are valid only in cases of proven damage or product not in accordance with the original order.
Refund - Method of Restitution of Values
Lost Orders
Main causes: divergent address provided by the customer; incorrect label; transport/Post Office failure; theft or robbery.
- Wrong address (customer's responsibility): the order returns to Dental Access and a new shipment requires payment of freight. The customer can cancel and be reimbursed 100% after the order returns.
- Other cases (logistics failure): Dental Access guarantees a new order or full refund, after verification of 15 to 20 days after the delivery deadline has expired.
