Returns
Returns & Refunds Policy
Toothsaver.co.uk
This Returns & Refunds Policy applies to all purchases made from Toothsaver.co.uk. Toothsaver supplies goods strictly on a business-to-business (B2B) basis to dental and medical professionals. Consumer protection regulations do not apply.
By placing an order with Toothsaver, you confirm that you are purchasing for professional use and agree to the terms outlined below.
1. General Returns Policy (Non-Pharmaceutical Products)
1.1 Returns Authorisation
All returns must be authorised in advance. Goods returned without prior approval may not be accepted or credited.
To request a return, please contact Toothsaver Customer Support with:
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Account name
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Invoice number
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Product details
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Reason for return
A returns authorisation number must be obtained before goods are sent back.
1.2 Conditions for Return
Standard stocked items may be accepted for return only if all of the following conditions are met:
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Goods are unused, unopened, and in a fully saleable condition
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Original packaging is intact, unmarked, and complete
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No shipping labels are applied directly to original packaging
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Goods are returned to us within 30 days of delivery
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Tamper-evident seals (where applicable) remain intact
Products with broken seals cannot be returned.
1.3 Restocking Charges
Returned goods may be subject to a restocking fee of up to 10% of the net invoice value, particularly where returns are received late or require additional handling.
1.4 Responsibility for Transit
Toothsaver accepts no responsibility for goods lost or damaged during return transit. Customers are responsible for ensuring items are adequately packaged, labelled, and insured.
2. Special-Order and Non-Stock Items
Goods that are:
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Specially ordered
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Non-stock items
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Sourced specifically at the customer’s request
Cannot be returned unless agreed in writing in advance.
Orders of this nature may only be cancelled prior to dispatch. Cancellation charges may apply, including any costs passed on by manufacturers.
3. Faulty or Incorrectly Supplied Goods
3.1 Incorrect Delivery
Any discrepancies or delivery errors must be reported within 3 working days of receipt.
Goods must be returned promptly and in original condition.
3.2 Faulty Products
Where goods are alleged to be faulty:
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Toothsaver must be notified as soon as reasonably possible
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Products may be returned for inspection or forwarded to the manufacturer
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Credit, repair, or replacement is subject to manufacturer assessment and approval
All warranties are manufacturer warranties. Customers are responsible for familiarising themselves with the relevant warranty terms. Where appropriate, Toothsaver will assist customers in contacting manufacturers.
4. Pharmaceuticals, Anaesthetics & Licensed Goods
Due to regulatory requirements, pharmaceuticals, anaesthetics, and licensed medical products are subject to strict return conditions.
These items cannot be returned if:
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The seal or outer packaging has been damaged or removed
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Storage conditions cannot be verified
Pharmaceuticals will only be accepted for return in the following circumstances:
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Delivery error (reported within 3 days and returned within 5 days of receipt)
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Product or batch recall
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Confirmed product fault (subject to manufacturer investigation)
All pharmaceutical returns must comply fully with MHRA guidance and manufacturer instructions.
5. Non-Returnable Items
The following items are non-returnable:
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PPE products (including gloves, masks, gowns, respirators, hand gels)
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Opened consumables
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Items exposed to contamination
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Goods returned outside the stated timeframes
6. Promotional Items and Free Goods
If goods supplied under a promotion (e.g. Buy One Get One Free or free gifts) are returned, Toothsaver reserves the right to invoice for any retained promotional items at the manufacturer’s recommended retail price.
7. Hygiene, Safety, and Decontamination
Returned equipment must:
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Be fully decontaminated prior to return
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Be accompanied by details of the sterilisation method used
It is illegal to return contaminated goods. Toothsaver reserves the right to refuse returns or arrange safe disposal in accordance with regulatory and infection-control requirements where items do not meet hygiene standards.
8. Credits and Refunds
Where returns are accepted and approved:
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A credit note will be issued to the customer’s account
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Refunds are not provided unless expressly agreed in writing
This does not affect refunds required by law where applicable to business customers.
9. Right to Refuse Returns
Toothsaver reserves the right to:
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Refuse unauthorised or non-compliant returns
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Arrange safe disposal of goods returned in breach of this policy
10. Contact Us
For all returns enquiries, please contact:
Toothsaver Customer Support
📧 Email: support@toothsaver.co.uk
📞 Phone: 02045790577