Refund & Return Policy

Return Policy

We offer a simple and convenient return process through your account page. No phone calls or special requests are needed.

You may submit a return request within three (3) business days after delivery, provided the product packaging has not been opened — regardless of the reason.

Opened packages can only be returned if the item is found to be damaged or defective after use.

Returned items must be in their original condition — unused, sealed, and with complete packaging.

If a return request is submitted beyond the 3-business-day window, we will review the case individually and handle it with fairness to all parties involved.

Refund Policy

We provide several refund options depending on the scenario:

Order Canceled (Before Shipping)

In cases where an item becomes unavailable after order placement, we will cancel and refund the item within 24 hours. You will receive an email notification regarding the cancellation and refund.

Order Returned (After Shipping)

If an order is undelivered or returned by the customer, the refund will be processed after the returned items are received and inspected at our fulfillment center.

The refund will include the product value along with any applicable shipping and VAT charges.

Refunds are issued to the original payment method — credit card refunds go back to the same card, and bank transfers are returned to the same account.

Warranty

We sell only small, plug-and-play dental equipment. Every device purchased through our platform is backed by the official manufacturer’s warranty. Warranty duration and terms are clearly listed on each product page where applicable.

For maintenance or replacement requests, please contact us at support@souq.dental.