Refund policy

# Return and refund policy (B2B)

As a business customer you accept that purchases from us are in principle binding and do not entitle you to a return. We offer returns only in special cases, and as described below a restocking fee may be charged.

## Conditions for returns in special cases

By prior agreement, a return may be accepted in the following cases:

- The item is defective, damaged or faulty on receipt
- An incorrect item has been delivered in relation to your order
- Other special circumstances which we assess and approve individually

In all other cases – including changes of mind, incorrectly ordered quantities or changed needs – we do not take goods back.

To qualify for an approved return, the item must:

- Be in the same condition as when you received it
- Be unused and with tags attached
- Be in its original packaging
- Be accompanied by the invoice or other proof of purchase

## How to start a return

Always contact us before sending anything back, at ordre@puredent.dk, with the order number, the reason and any photographic documentation of the problem.

We assess the enquiry and let you know whether the return is approved. Goods sent to us without prior approval will not be accepted and will be returned at your expense.

Approved returns must be sent to the following address: Puredent ApS Langebjerg 1, 4000 Roskilde

## Restocking fee

For approved returns that are not due to an error on our part (e.g. changes of mind in special cases), a restocking fee of 20% of the price of the item is charged to cover handling, inspection and return to stock. The fee is deducted from any refund.

For defective, damaged or incorrectly delivered goods, no restocking fee is charged and we cover any shipping costs.

## Damage and problems

You must inspect your order on receipt and contact us immediately at ordre@puredent.dk if the item is defective or damaged, or if you have received an incorrect item, so that we can assess the matter and find a solution.

## Goods that cannot be returned under any circumstances

The following goods cannot be returned, whatever the reason:

- Perishable products (e.g. food, flowers or plants)
- Customized or bespoke goods (e.g. special orders or personalized products)
- Personal care goods (e.g. beauty products)
- Hazardous materials, flammable liquids or gases
- Sale items and gift cards

Contact us if you are in doubt as to whether a specific item is covered.

## Exchanges

We do not offer direct exchanges. If a return is exceptionally approved, you can make a separate new purchase of the item you want.

## No EU 14-day right of withdrawal

This agreement is entered into between businesses (B2B), and the consumer protection rules on a 14-day right of withdrawal therefore do not apply.

## Refunds

If a return is approved, we will let you know when the item has been received and inspected, and whether a refund (less any restocking fee) is approved. On approval you will be refunded via the original payment method within 10 working days. Please note that it may take additional time before your bank or credit card company has processed and posted the amount.

If more than 15 working days have passed since the approval of your return without a refund, you are welcome to contact us at ordre@puredent.dk.