Returns & Refunds Policy
1. Introduction
This Returns & Refunds Policy explains how returns and refunds are handled for products purchased through the Toothpick marketplace.
Because products are supplied by independent dental suppliers, the applicable return and refund process may vary depending on the supplier and product.
Returns and refunds remain subject to applicable UK law.
2. Who Is Responsible for Returns?
The supplier that supplied the product is responsible for handling product-related:
- Returns
- Refunds
- Exchanges where applicable
- Product defects
- Incorrect products
- Damaged products
- Product-specific return requirements
Toothpick provides the marketplace platform and may assist customers in communicating with the supplier.
3. Requesting a Return
If you wish to return a product, you should contact the supplier through Toothpick or follow the applicable supplier return process.
You may be asked to provide:
- Order number
- Product information
- Quantity being returned
- Reason for return
- Photographs or supporting information where relevant
- Condition of the product
The supplier will review the request according to applicable law and its applicable return policy.
4. Product-Specific Return Restrictions
Certain products may be subject to restrictions or may not be eligible for return depending on their nature and applicable law. Examples may include:
- Products that have been opened or used
- Sterile products where the seal has been broken
- Products that cannot be resold for hygiene or safety reasons
- Customised or specially ordered products
- Products subject to specific healthcare or regulatory restrictions
- Products that have been damaged after delivery due to customer handling
These examples do not override any statutory rights that may apply.
5. Damaged Products
If a product arrives damaged:
- Where possible, do not use the product.
- Keep the product, original packaging, delivery packaging, and relevant documentation.
- Report the issue as soon as reasonably possible through Toothpick or directly to the relevant supplier.
The supplier may request photographs or other evidence to assess the issue.
6. Incorrect or Missing Products
If you receive:
- The wrong product
- An incorrect quantity
- A missing product
- A product that does not correspond to your confirmed order
Please report the issue as soon as reasonably possible. The supplier will review the issue and determine the appropriate resolution in accordance with applicable law and its applicable policy.
7. Refunds
Where a refund is approved, it will generally be processed through the original payment method where technically possible.
The timing of the refund may depend on:
- Supplier approval
- Payment provider processing times
- Banking processes
- The circumstances of the return
8. Delivery and Return Charges
Any delivery or return charges will depend on the applicable circumstances, supplier policy and applicable law. The customer may be responsible for certain return or delivery costs where permitted. The applicable supplier policy will determine the relevant charges, subject to mandatory legal rights.
9. Supplier Policies
Because Toothpick is a marketplace, suppliers may have different return procedures depending on their products and business requirements.
Before purchasing, customers should review any supplier-specific return conditions displayed through the platform. Where there is a question about a return, refund or exchange, please contact the relevant supplier through Toothpick.
10. Toothpick Support
Toothpick may assist with communication between customers and suppliers and may help facilitate the resolution of marketplace-related issues. However, Toothpick does not replace the supplier’s responsibility for products it supplies.
11. Statutory Rights
Nothing in this Returns & Refunds Policy limits or excludes any rights or remedies that customers have under applicable UK law.
Where a product is faulty, not as described, not of satisfactory quality, or otherwise fails to meet applicable legal requirements, customers may have statutory rights against the relevant seller.
12. Changes to this Policy
Toothpick may update this Returns & Refunds Policy from time to time. The latest version will be made available through the Toothpick platform.
13. Contact
You can also reach us via Chat Support.
