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OUR REFUND POLICY:

Last Updated: 1st July 2023

At NTC Dental Suppliers Sdn. Bhd. (“Company”, “we”, “us”, “our”), we strive to ensure that our customers are satisfied with their purchases. This Return and Refund Policy outlines the process and conditions under which products purchased from our website www.ntcdental.com.my (the “Website”) can be returned or refunded.

  1. Requesting a Return or Refund
    • To initiate a refund you must contact our Customer Service within 7 days of receiving the product.
    • You may contact us via email at [email protected] or by phone at 03 6250 2242.
    • Please provide your order number, the item(s) you wish to return, and the reason for the return.
    • Items must be returned in new and unused condition with original tags and labels still attached.
      • All returns must be mailed to the below address:

        Attention: Returns
        NTC Dental Sdn. Bhd.
        29, Jalan Prima 7, Metro Prima,
        52100 Kepong, Kuala Lumpur,
        Malaysia.

2. Return Conditions

    • Products must be returned in the original packaging, including any accessories, manuals, and documentation.

    • Products must be unused, in the same condition that you received them, and free of any damage.

    • The product to be returned must have its receipt/invoice or proof of purchase.

    • Custom-made, special orders, or items marked as “non-returnable” are not eligible for return.

    • The customer is responsible for the return shipping costs, unless the return is due to a product defect or an error on our part.

    • We will not be responsible for any damage to the product during the return shipment.

    • We strongly urge that you use an insured trackable method to mail your return.

    • No direct return of the product will be accepted without first contacting us and getting the approval for return.

    • We may request photo or video evidence of defective or damaged products before accepting your return and initiating your refund.

3. Refund Conditions

    • We only approve refund request if a buyer received a wrong, defective or expired product.

    • Only regular priced items may be refunded, unfortunately items on sale cannot be refunded.

    • Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

    • If approved, your refund will be processed, and a credit will be applied to your original method of payment within a certain number of days, depending on your card issuer’s policies. Refunds to credit card may vary depending on your credit card company, typically taking around 1-2 billing cycles.

    • If you have not yet received a refund, we recommend first double-checking your bank account. Following that, we advise reaching out to your credit card company as it may take some time for the refund to be officially reflected in your account. Additionally, it is advisable to contact your bank, as there is typically a processing period before refunds are initiated. If you have completed these steps and have not received your refund, please send us an email at [email protected]

    • Original shipping costs are non-refundable. If you receive a refund, the cost of original shipping will be deducted from your refund.

    • If the return is due to a product defect or an error on our part, we will also refund the original shipping costs.

    • Returns due to change of mind will not be accepted.

4. Exchanges

    • If you wish to exchange a product due to defects or damage, please indicate this when contacting Customer Service.

    • The replacement product will be sent out as soon as the original product is received and inspected.

    • The Company will cover the shipping costs for exchanges due to defects or damage.

5. Return of Dental Equipment

    • Dental equipment, particularly those that are electronic or made for one-time use, may have additional restrictions for returns due to health and safety considerations.

    • Please contact Customer Service to determine if the dental equipment in question is eligible for return.

6. Cancellation

    • You may cancel your order before the shipment of the product. Once the product is shipped, we are unable to cancel or make changes to your order. Please contact Customer Service immediately to initiate a cancellation.

    • If the order has already been shipped, you will need to follow the return procedure as outlined above.

7. Right to Reject Return or Refunds

  • We have the right to reject returns and refunds not limited to the following reasons:
    • If the goods are damaged during return shipping because they were not packed properly.

    • If items don’t fulfil the return condition e.g., items used, altered, incomplete, original package damaged.

    • If inside the box, the goods were exchanged with the same goods but (parallel imported goods and old or expired goods) sold by another company not sold by our company.

    • When there is insufficient proof to support the buyer’s claim which cannot be provided within 7 days, the dispute will be closed with no return and refund. The seller can reject the return request if there isn’t sufficient proof provided to support the claim.

8. Disputes

    • If you are unsatisfied with the handling of your return or refund, please contact our Customer Service. We are committed to resolving our customers’ concerns.

Contact Us

    • For more information regarding our Return and Refund Policy, please contact us via email at [email protected] or by phone at 0362502242.

    • We reserve the right to modify, change or suspend any and/or all terms of this policy at anytime without notice. Please visit this page from time to time to familiarize yourself with our updated return and refund policy.
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