Complaints policy

1. General Provisions

This policy defines the rules for submitting and processing complaints regarding products purchased in the Dental for Children store. This policy applies to both consumers and businesses (B2B customers), subject to differences resulting from legal provisions.

Contact details:

  • Email: biuro@dentalforchildren.pl
  • Phone: +48 661 416 934
  • Address: ul. Szkolna 1C/1, 84-240 Reda, Poland

2. Grounds for Complaint

A complaint may be filed in the event of:

  • Receiving a damaged or defective product
  • Product non-conformity with the order
  • Missing items in the shipment
  • Manufacturing defects in the product
  • Product non-conformity with the description

3. Complaint Notification Period

For consumers:

  • Visible defects: must be reported immediately upon receipt of the shipment, no later than 7 days from the delivery date
  • Hidden defects: under warranty for defects – up to 2 years from the date of purchase (for defects revealed within one year of purchase, it is presumed that they existed at the time of sale)

For businesses (B2B):

  • Visible defects: must be reported within 7 days from the delivery date
  • Hidden defects: in accordance with the manufacturer's warranty terms (if applicable) or within the period specified in the contract

Important: The risk of accidental damage or loss of the product passes to the B2B customer upon handover of the shipment to the courier.

4. How to File a Complaint

Step 1: Contact
Contact us by email (biuro@dentalforchildren.pl) or phone (+48 661 416 934)

Step 2: Problem Description
Provide the following information:

  • Order number
  • Product name
  • Description of the defect/problem
  • Photos of the product (if applicable to damage or visible defects)
  • Date of purchase and receipt of shipment
  • Preferred method of complaint resolution (exchange, repair, refund)

Step 3: Return of Product
Upon acceptance of the complaint, you will receive:

  • Confirmation of complaint acceptance for processing
  • Instructions regarding product return (if necessary)
  • Return label (in case of justified complaints)

Return address:
ul. Szkolna 1C/1, 84-240 Reda, Poland

5. Complaint Resolution

Deadline: We process complaints within 14 working days from the date of receiving the complaint notification (or product, if its return was required).

Possible resolutions:

  • Exchange of the product for a new, defect-free one
  • Repair of the product (if possible)
  • Price reduction (proportional to the defect)
  • Refund of the full product value along with delivery costs (in case of significant defects)

Response: We will inform you about the outcome of the complaint by email or phone.

6. Refunds

If the complaint is accepted and a refund is decided:

  • The refund will be made to the bank account or original payment method
  • Refund period: up to 14 days from the acceptance of the complaint
  • We also refund delivery costs (in case of a defective product)

7. Products Not Subject to Complaint

A complaint is not applicable in the case of:

  • Mechanical damage resulting from improper use
  • Natural wear and tear of the product
  • Products used contrary to their intended purpose or instructions
  • Products whose packaging has been tampered with in a way that prevents further sale (applies to hygienic, sterile products)
  • Defects reported after the deadlines specified in point 3

8. Medical and Sterile Products

Due to the nature of dental articles:

  • Sterile products with tampered packaging are not subject to return or exchange (except for manufacturing defects reported before opening)
  • Single-use products are subject to complaint only in case of manufacturing defects
  • Medical instruments and devices are covered by the manufacturer's warranty (details in the product documentation)

9. Manufacturer's Warranty

Selected products are covered by the manufacturer's warranty. In such a case:

  • Warranty terms are specified in the warranty card attached to the product
  • Warranty claims are processed in accordance with the manufacturer's terms
  • The store acts as an intermediary in contact with the manufacturer or warranty service

10. Differences Between Consumers and Businesses

Consumers benefit from full protection resulting from:

  • Consumer Rights Act
  • Warranty for defects (up to 2 years)
  • 14-day right to withdraw from the contract

Businesses (B2B):

  • They do not have the right to withdraw from the contract without giving a reason
  • Warranty for defects may be limited or excluded (as per contract)
  • Obligation to inspect goods and immediately report defects

11. Amicable Dispute Resolution

In case of a dispute regarding a complaint, the consumer may use:

Effective Date: March 3, 2026

Last Updated: March 3, 2026