Delivery, returns & warranty service

1 Where we ship

We ship globally to recognised dental distributors, dental clinics, dental schools, hospitals and institutional buyers. Some destinations require additional documentation (regulatory registration, end-user certificates, restricted-party screening) before an Order is dispatched. We will contact you if any additional information is needed.

2 Carriers we use

• Denmark — GLS, with delivery typically in 1–2 working days from dispatch.
• European Union & UK — UPS, FedEx or DHL Express depending on destination, parcel size and Buyer's preference.
• Rest of world — UPS, FedEx Express or DHL Express; carrier selected based on destination, customs network strength and the urgency of the shipment.

ErgoDenta selects the carrier and service level at its discretion to balance speed, cost and reliability, unless the Buyer has stipulated a specific carrier in the Order.

3 Lead times & cut-off

Standard processing time for in-stock items is 1–3 working days from order confirmation. Out-of-stock items typically ship within 4–8 weeks depending on the production schedule.

Indicative transit times once dispatched:

• Denmark — 1–2 working days (GLS)
• Rest of EU — 2–4 working days (UPS / DHL / FedEx Express)
• UK — 2–4 working days plus customs clearance
• North America — 3–6 working days
• Middle East, Asia-Pacific — 4–8 working days
• Africa, Latin America — 5–12 working days depending on destination customs

Lead times and transit times are estimates and not contractually binding. Public holidays, customs inspection and exceptional carrier delays may extend these windows.

4 Shipping cost

Shipping cost depends on weight, dimensions, destination and the carrier service selected. The exact cost is shown in the order confirmation or quoted prior to dispatch. For high-volume distributor orders we are happy to quote on a pre-paid or freight-collect basis — contact info@ergodenta.dk for tailored shipping arrangements.

5 Customs, duties & import VAT

For shipments outside the European Union — including the UK, Switzerland, Norway, Iceland and the rest of the world — customs duties, import VAT and any local fees are payable by the Buyer as the importer of record, in accordance with international trade practice (DAP / DDP terms unless otherwise agreed). The carrier will collect these charges on delivery, or invoice the Buyer separately.

For intra-EU shipments to a VAT-registered Buyer who has provided a valid VAT identification number, supplies are invoiced at 0% VAT under the reverse-charge mechanism.

6 Tracking your order

You will receive a shipment notification by email containing the carrier name and tracking number on the day your order is dispatched. Tracking can also be retrieved by logging into your account on the ErgoDenta website and viewing the relevant order.

7 Damaged or lost parcels

Please inspect every parcel on arrival. If the outer packaging shows visible damage, photograph it before opening and either refuse the delivery (annotated as "damaged on arrival" with the carrier) or accept it with a written reservation noted on the carrier's delivery scan.

Damage and shortage claims must be reported to ErgoDenta in writing within 5 working days of delivery to info@ergodenta.dk, with photographic evidence and the carrier waybill number. Claims notified later than 5 working days are deemed waived.

For lost parcels, please notify us once tracking has shown no movement for more than 7 working days from the last scan. We will open a trace with the carrier and keep you informed.

8 Returns policy (B2B)

As ErgoDenta sells exclusively to professional buyers and not to consumers, no statutory consumer right of withdrawal applies. Returns of correctly supplied Products are accepted only by prior written agreement from ErgoDenta and on the following conditions:

• The return must be requested within 30 calendar days of delivery;
• Products must be in their original, unopened, undamaged sterile packaging;
• Products must not have been used, sterilised, modified, re-labelled or marked;
• Custom-made, special-order, made-to-order, private-label and OEM Products are not returnable;
• Sharpened, sterilised or partially-used Products are not returnable;
• Return shipping is arranged and paid by the Buyer;
• A restocking fee of up to 15% of the invoice value may be applied at ErgoDenta's discretion;
• Once the return is received and inspected, an approved refund is issued via the original payment method within 14 working days, less any restocking fee and any unrecoverable shipping cost.

To request a return, email info@ergodenta.dk with your order number, the items you wish to return and the reason for the return. We will issue a Return Merchandise Authorisation (RMA) number and shipping instructions if the return is approved.

9 Warranty claims

ErgoDenta offers a lifetime warranty against manufacturing defects on all instruments, applied at our sole reasonable discretion based on inspection of the returned Product. Full details — including what is covered, what is not covered, and the claim procedure — are set out in clause 10 of our Terms & Conditions.

How to start a warranty claim

1. Contact info@ergodenta.dk with the product reference (SKU or product name), batch/lot number where visible, date of purchase and a clear description of the defect.
2. Include 3–5 high-resolution photographs showing the defect from different angles.
3. If the claim warrants inspection, ErgoDenta issues an RMA number.
4. Ship the affected Product to ErgoDenta at the Buyer's expense, with the RMA number marked clearly on the package.
5. ErgoDenta inspects, classifies the defect, and within 14 working days either repairs, replaces or credits the Product (for covered defects) or returns it at the Buyer's expense (for non-covered conditions).

10 Refunds

Approved refunds are issued via the original payment method (credit card, bank transfer, or credit note against future invoice) within 14 working days of receipt and verification of the returned Product. We may withhold the refund until the returned Product has been received and inspected. Where a restocking fee applies, it is deducted from the refund and shown on the credit note.

11 Special-order & private-label items

Special-order, made-to-order, custom-engraved, custom-coloured, private-label and OEM Products are produced specifically for the Buyer and are non-returnable and non-refundable except where the manufacturing-defect warranty applies. Where the Buyer cancels a special-order item before production starts, ErgoDenta may charge a reasonable cancellation fee to cover materials already procured and engineering time. Where cancellation occurs after production has started, the Buyer remains liable for the full Order value.