Returns, exchanges & warranty claims for distributors

1 Scope

This policy applies to ErgoDenta's authorised distributors and resellers. It supplements the general Terms & Conditions and the Delivery & Returns page; where any inconsistency arises in respect of distributor accounts, this policy prevails. Nothing here creates an obligation outside what is expressly written here or in your distributor agreement.

2 Stock returns

ErgoDenta offers limited stock-return privileges to active distributors:

• Stock returns are accepted only by prior written agreement from ErgoDenta and only against in-the-original-packaging, unopened, undamaged units;
• Maximum stock-return value in any 12-month period is 10% of the distributor's total invoiced purchases over the same period;
• Stock returns are subject to a restocking fee of up to 15%;
• Custom-made, private-label, OEM, made-to-order and discontinued items are not eligible for stock return;
• The distributor pays return shipping to ErgoDenta;
• Credit is issued against future invoices, not as a cash refund.

3 Damaged / shortage claims

Damage and shortage claims must be raised in writing within 5 working days of delivery to info@ergodenta.dk, with the carrier waybill number, the order confirmation number, and photographic evidence of the outer packaging and the affected goods. Claims raised later than 5 working days are deemed waived. Where damage is confirmed and was caused in transit on a shipment we arranged, ErgoDenta will replace the affected items free of charge or issue an equivalent credit note.

4 Lifetime warranty claims

Distributors may submit lifetime manufacturing-defect warranty claims on behalf of their end customers using the standard warranty process described in the Terms & Conditions. ErgoDenta will inspect each returned instrument and, in its sole reasonable discretion, classify the defect as covered or excluded. Distributors are encouraged to triage clearly excluded conditions (sharpening damage, drop damage, sterilisation chemical damage) before forwarding the instrument to ErgoDenta to reduce return-trip costs and turnaround time.

5 End-customer claims

The distributor is the first point of contact for its end customers. Where an end customer raises a complaint or warranty claim, the distributor handles the customer-facing communication and submits the claim to ErgoDenta on the customer's behalf. ErgoDenta will not communicate directly with the distributor's end customers in respect of after-sales matters except where required for vigilance reporting under EU-MDR.

6 Recall & field-safety procedure

In the unlikely event that ErgoDenta initiates a product recall or issues a Field Safety Notice (FSN), the distributor undertakes to:

• Stop selling the affected lot or product reference immediately on receipt of the recall notice;
• Quarantine all unsold stock of the affected lot;
• Cascade the FSN to all relevant end customers within the timeframe stated in the recall notice (typically 5 working days);
• Provide reconciliation of stock returned, stock destroyed and customers notified, in the format requested;
• Cooperate with ErgoDenta and the relevant competent authorities in any investigation.

ErgoDenta will reimburse reasonable, documented direct costs incurred by the distributor in executing a recall, in line with applicable industry practice and any prior agreement.

7 Documentation & traceability

Distributors are required to maintain end-customer-level traceability records sufficient to identify, within 72 hours, the end customers who received any specific batch or lot number, in support of EU-MDR vigilance and recall obligations. ErgoDenta may audit traceability records on reasonable notice.

8 Credit notes & offsets

Credits arising from approved returns, warranty replacements or recalls are issued as credit notes against the distributor's account and applied against the next outstanding invoice. Cash refunds are made only where there is no anticipated future invoice within 90 days, and require a written request from the distributor's authorised contact.