Last Updated: October 2026

At Direct Dental Solutions, we value our customers. If you are not entirely satisfied with your purchase, we are here to help.

Nothing in this policy is intended to limit any rights available to consumers under applicable South African law.

  1. DAMAGES, DEFECTS AND ORDER ISSUES

Please inspect your order carefully upon receipt.

Notify us as soon as possible if you notice:

  • An incorrect item;
  • Missing items;
  • Visible damage;
  • A product defect; or
  • Any other discrepancy with your order.

Where possible, please provide clear photographs of the product, packaging and damage. This will assist us in identifying the cause and resolving the matter efficiently.

Please contact:

sales@directdentalsolutions.co.za

  1. RETURNS WINDOW

You may request to return an eligible item within 14 days from the date you receive it.

Returns are subject to the conditions set out below.

  1. CONDITIONS FOR RETURNS

To qualify for a standard return:

  • The goods must be unused and unassembled;
  • The goods must be returned in their original condition;
  • The original product packaging must be included;
  • All accessories, manuals, components and supplied items must be included; and
  • Valid proof of purchase or an invoice must be provided.

Please ensure that the product is suitably wrapped or boxed for return transport.

Courier labels, tape or other markings should not be applied directly to the original product packaging. Products returned with damaged or defaced original packaging may be considered not to be in their original condition.

Shipping and handling charges are non-refundable where the order was supplied correctly.

  1. EXCHANGES

Eligible products may be exchanged within 14 days of purchase.

Subject to approval, an eligible returned item may be exchanged for:

  • Another product;
  • Credit on your Direct Dental Solutions account; or
  • A refund.

Any price difference between the returned product and a replacement product will need to be settled or credited as applicable.

  1. ITEMS THAT CANNOT GENERALLY BE RETURNED OR EXCHANGED

Subject to applicable consumer law, the following products may not be eligible for return or exchange:

  • Sale or discounted items;
  • Consumables that have been opened;
  • Instruments that have been removed from their packaging where hygiene or infection-control considerations apply;
  • Products showing visible signs of use or wear;
  • Products that have been assembled or altered;
  • Products missing accessories or components;
  • Products with damaged or defaced original packaging; and
  • Products that have approached or passed their expiry date while in the customer’s possession.

These exclusions do not remove any statutory rights that may apply where goods are defective, unsafe, incorrectly supplied or otherwise protected by applicable consumer legislation.

  1. PROOF OF PURCHASE

A valid invoice or other acceptable proof of purchase is required for all returns and exchanges.

  1. HOW TO INITIATE A RETURN

To request a return, please email:

sales@directdentalsolutions.co.za

Please include:

  • Your name;
  • Order or invoice number;
  • The product being returned;
  • The reason for the return; and
  • Photographs where relevant.

If your return is authorised, Direct Dental Solutions will provide instructions on how and where to send the product.

Items returned without prior Return Authorisation may not be accepted.

  1. RETURN SHIPPING COSTS

Shipping costs are non-refundable where an order was supplied correctly.

Where a return is due to an incorrect, damaged, defective or otherwise qualifying faulty product, shipping and return costs will be handled in accordance with applicable consumer law and the circumstances of the return.

For other approved returns or exchanges, the customer may be responsible for the return delivery costs.

  1. INSPECTION OF RETURNED GOODS

Once your return has been received, Direct Dental Solutions will inspect the item and verify its condition.

We will then notify you whether the return, exchange, account credit or refund has been approved.

  1. REFUNDS

If a refund is approved, it will normally be processed to the original payment method where reasonably possible.

Where applicable, the refund may exclude original shipping or handling charges.

Please note that refunds made to debit or credit cards may take additional time to reflect in your account depending on your bank or payment provider.

Any refund required by applicable consumer legislation will be processed in accordance with the relevant legal requirements.

  1. DEFECTIVE PRODUCTS AND STATUTORY RIGHTS

Where applicable South African consumer legislation provides rights relating to defective, unsafe or unsuitable goods, Direct Dental Solutions will handle the matter in accordance with those requirements.

Depending on the circumstances and applicable law, a customer may be entitled to a repair, replacement or refund.

Normal return exclusions do not override statutory rights relating to defective or incorrectly supplied goods.

  1. CONTACT US

If you have any questions regarding our Refund & Returns Policy, please contact:

Direct Dental Solutions
18 Park Road
Malvern
Durban
South Africa
4093

Tel: +27 62 786 0056
Email: sales@directdentalsolutions.co.za
Website: https://directdentalsolutions.co.za/