Cancellation and Refund Policy

1. Cancellations

There is no automatic cancellation. Customers can request a cancellation or refund only if:

1. A customer has raised a cancellation request within 7 days of placing the order, only if the product has not been shipped by us, by the seller, or by the merchant listed on the platform and/or the Platform Owner.
2. You received a damaged product or wrong product — you can cancel the order before the order has been accepted by us or before the order has been shipped by the Platform Owner or the product seller listed on the platform, whichever is earlier.
3. The product received is materially different from what was shown and described on the platform at the time of purchase — please notify our customer service team within 7 days of receipt for resolution.

To raise a cancellation request, sign in to your D4Dent account under "My Orders" or "My Appointments", or contact our customer service team at [email protected] with your order ID.

2. Perishable and Non-Cancellable Items

D4Dent does not accept cancellation requests for perishable items such as dental consumables with a limited shelf life, opened sterility packs, magazines, and subscription services once activated. However, the customer / user may request a refund on the same day of receiving the delivery and only if the product has visible damage or defect, subject to verification by the seller / merchant listed on the platform.

The following are also not eligible for cancellation or refund: (i) services that have already been rendered or fully consumed, including completed teleconsultations; (ii) teleconsultation appointments cancelled less than 2 hours before the scheduled time or missed as a no-show; (iii) opened, used, or customised dental products, and items marked "non-returnable" or purchased on final sale at the time of purchase. Any category exempted from refunds will be clearly identified to you at the time of purchase.

3. Damaged or Defective Items

In case you receive a damaged or defective item, please report it to our customer service team within 7 days of receipt and do mention the visible defects in your communication. Attach photographs of the damage where possible. The request will be reviewed once the seller / merchant listed on the platform has verified the issue. On approval, a replacement or a full refund will be offered, at our discretion.

4. Products Covered by Manufacturer / Seller Warranty

Notwithstanding the foregoing, in the event that the product you receive is covered by a manufacturer / seller warranty, please direct complaints regarding the same directly to the respective manufacturer or seller. D4Dent and the Platform Owner shall not be responsible for any product covered by a manufacturer / seller warranty, except where a refund or replacement is approved under this policy after verification.

5. Refund Processing

On approval of refund requests (as applicable), refunds will be processed to the original payment method used at checkout (UPI, card, net banking, or wallet) within 7 business days of approval. The refunded amount typically reflects in your account within 15 business days, depending on your bank or payment provider's processing timelines. You do not need to share any additional bank details for a refund to be processed; be cautious of anyone asking for such information.

Cancellations requested within the eligible window are free of charge and refunded in full. Any payment gateway charges deducted by the provider on refunds, where applicable, will be borne by D4Dent.