Return and Refund Policy

This Return and Refund Policy applies to purchases made from Ortho Smile Supply Inc., doing business as Elite Orthodontic Supplies.

For purposes of this policy, "Elite Orthodontic Supplies," "Company," "we," "our," and "us" refer to Ortho Smile Supply Inc. DBA Elite Orthodontic Supplies. "You," "your," and "customer" refer to the person, office, practice, business, or authorized representative placing an order or requesting a return, refund, exchange, replacement, or credit.

We want our customers to feel confident ordering from Elite Orthodontic Supplies. If you are not pleased with a product, please contact us. We will make a reasonable, good faith effort to review the issue and help make it right, subject to the terms below.

1. Return Window

Eligible products may be returned within 60 days from the date of delivery.

To start a return, email: Eliteorthosupplies@gmail.com

Please include "Return Request" and your order number in the subject line.

Returns must be approved before being sent back. Products sent back without prior approval may be rejected, delayed, or returned to the sender.

2. 60 Day Quality Guarantee

We stand behind the quality of the products we sell. If you are not satisfied with the quality of an eligible product, contact us within 60 days from the date of delivery and explain the issue.

Depending on the circumstances, we may offer one or more of the following:

• A replacement product.
• A store credit.
• An exchange.
• Troubleshooting or product support.
• A partial refund.
• A full refund of the eligible product purchase price.

Our quality guarantee is intended to address genuine product quality concerns. It does not guarantee clinical results, treatment outcomes, compatibility with every office system or technique, staff preference, patient compliance, misuse, improper handling, improper sterilization, improper storage, or failure to follow applicable instructions.

3. Products Eligible for Return

To qualify for a standard return, the product must generally be:

• Returned within 60 days from the date of delivery.
• Unused.
• Unopened.
• In original packaging.
• In resalable condition.
• Accompanied by proof of purchase.
• Approved by us before being shipped back.

We reserve the right to deny a return, refund, exchange, replacement, or credit if the product is used, opened, damaged, altered, missing parts, missing packaging, expired, contaminated, not resalable, or otherwise does not meet the requirements of this policy.

4. Products That Cannot Be Returned or Refunded

For safety, handling, product integrity, and quality control reasons, we cannot accept returns or issue refunds for products that are chemical in nature or fall under the bonding or cement category.

This includes, but is not limited to:

• Cement.
• Bonding agents.
• Adhesives.
• Primers.
• Etchants.
• Etch gels.
• Sealants.
• Chemical bonding materials.
• Chemical cement materials.
• Any product used for bonding, cementation, adhesion, priming, etching, curing preparation, or similar chemical chairside procedures.
• Any opened, used, expired, leaking, damaged, altered, or temperature sensitive chemical product.
• Any item that we reasonably determine falls under the bonding, cement, adhesive, primer, etch, or chemical material category.

These items are final sale and are not eligible for return, refund, exchange, or store credit unless we determine, in our sole discretion, that the product was shipped incorrectly or arrived with a verified manufacturer defect.

5. Other Non Returnable Items

We may also refuse returns, refunds, exchanges, or credits for:

• Opened or used products.
• Products not in original packaging.
• Products that cannot be safely or reliably resold.
• Sterile or infection control sensitive products once opened.
• Custom orders.
• Special orders.
• Clearance items.
• Final sale items.
• Expired products.
• Products damaged after delivery.
• Products returned without approval.
• Products returned after the 60 day return window.
• Products that were improperly stored, handled, cleaned, sterilized, altered, or used.

6. Damaged, Defective, Missing, or Incorrect Items

Please inspect your order promptly after delivery.

If your order arrives damaged, defective, incomplete, or incorrect, email us within 5 business days of delivery at: Eliteorthosupplies@gmail.com

Please include "Order Issue" and your order number in the subject line.

Include a clear description of the issue and photos of the product, packaging, shipping label, and any visible damage when possible.

If we determine that an item was damaged in transit, defective, missing, or shipped incorrectly, we may offer a replacement, exchange, credit, or refund depending on the situation and product type.

7. Return Shipping

For standard returns, the customer is responsible for return shipping costs unless we state otherwise in writing.

If the return is due to our shipping error or a verified product defect, we may provide a prepaid return label or reimburse reasonable return shipping costs, at our discretion.

Original shipping charges, handling charges, expedited shipping charges, insurance charges, and other service fees are generally non refundable unless required by law or expressly approved by us.

We are not responsible for returned products that are lost, damaged, delayed, or misdelivered in transit. We recommend using a trackable shipping method.

8. Refund Processing

Approved refunds are generally issued after we receive and inspect the returned product.

Refunds may be issued to the original payment method, as store credit, or through another method selected by us, unless applicable law requires otherwise.

Refund timing may vary depending on your payment provider, bank, or card issuer.

We reserve the right to deduct shipping charges, handling charges, return shipping costs, missing item costs, damage costs, restocking costs, or other applicable amounts from any refund where permitted by law.

9. Exchanges and Store Credit

If you prefer an exchange or store credit instead of a refund, please let us know when you contact us.

Exchanges are subject to product availability. If the requested replacement product is unavailable, we may offer a refund, store credit, or alternative product option.

Store credit has no cash value unless required by law and must be used toward future purchases from Elite Orthodontic Supplies.

10. Order Cancellations

If you need to cancel an order, contact us as soon as possible at: Eliteorthosupplies@gmail.com

Please include "Order Cancellation" and your order number in the subject line.

We will try to accommodate cancellation requests, but we cannot guarantee cancellation once an order has been processed, packed, fulfilled, or shipped.

If an order has already shipped, it may need to be handled as a return under this policy.

11. Professional Use Disclaimer

Elite Orthodontic Supplies sells dental and orthodontic supply products primarily for professional use by dental offices, orthodontic offices, dental professionals, authorized office staff, dental groups, laboratories, and other qualified business purchasers.

A return, refund, exchange, replacement, or credit does not create any admission of liability, product defect, clinical failure, or wrongdoing by Elite Orthodontic Supplies.

Our return and refund policy does not cover clinical outcomes, patient specific results, treatment delays, office workflow issues, staff preference, improper product selection, improper technique, improper storage, improper sterilization, improper handling, misuse, unauthorized resale, or failure to follow applicable instructions.

12. Abuse of Return Policy

We reserve the right to refuse returns, refunds, exchanges, credits, or future orders if we determine that a customer is abusing this policy, submitting excessive return requests, making false claims, engaging in fraud, returning used products as unused, initiating improper chargebacks, or otherwise violating our Terms of Service.

13. Contact Us

For return requests, refund questions, product concerns, damaged items, missing items, incorrect items, or quality guarantee requests, contact:

Ortho Smile Supply Inc.
DBA Elite Orthodontic Supplies
Email: Eliteorthosupplies@gmail.com

Please include the relevant topic in the subject line, such as "Return Request," "Quality Guarantee Request," "Order Issue," "Damaged Item," "Missing Item," "Incorrect Item," "Refund Question," or "Order Cancellation," so we can route and respond to your message properly.