Returned Goods:
All returned goods require prior authorization by  Novia Dentals and/ the manufacturer. Returns must be authorized within 7 days of the date received by the customer. Please call us for the  Novia Dentals or Manufacturer's policy, for an RMA (Return Material Authorization), and other specifications on returns. The RMA will include instruction on returning your product.
Upon acceptance of the merchandise in new condition in conformity with this policy, the purchase price will be credited to the credit card used for the original purchase minus shipping costs and a re-stocking fee of up to 30% depending on the manufacturer's policy. Products must be received within 7 days of RMA issuance.  Novia Dentals charges up to 18% administration fee for returns, unless an equivalent purchase is made from the same manufacturer or vendor. A full refund will be provided within 14-30 days for all orders canceled prior to shipment of products.
For items returned that received any promotional gift, please note that they refund/credit will reflect the deduction of the value of the gift.

Shipping Fees:
Shipping fees are fully refundable to returns made as a result of  Novia Dentals or its vendor's error. Shipping fees are NOT refundable for all other returns. Prepaid shipping is required for all returns. If you choose not to insure your package, and the manufacturer does not accept return of the product, you will be responsible for any loss or damage. All authorized returns must be returned to the manufacturer complete, unused and in its original packaging/condition, and must contain product manual, all accessories, and documentation for refund, replacement, or credit. PLEASE NOTE THAT NOT ALL ITEMS WILL BE SHIPPED BACK TO  Novia Dentals. All shipping and repair charges are the responsibility of the customer unless otherwise stated. Allow 14-30 days (not including delivery time) for refunds from when the manufacturer accepts your returned product for the processing of your credit. Additional charges may be assessed for products returned with any missing items, such as manuals and accessories.

Claims and Defective Products:
All claims for merchandise received that are not in accordance with the original purchase order must be made within 7 working days of the receipt of the merchandise. All merchandise is quality inspected and packaged in perfect condition. The shipping agent assumes full responsibility for the safe delivery of all merchandise after it leaves the F.O.B. shipping point. All claims must be documented and filed immediately with the freight carrier. Concealed damage must be reported to the freight carrier immediately upon discovery with a request for inspection. Defective products can only be returned in exchange for the exact same product, or at the discretion of  Novia Dentals.  The manufacturer will repair or replace any defective part at no charge unless otherwise stated.  Novia Dentals is not responsible for labor charges or shipping charges to and from the manufacturer.  Novia Dentals does not cover damage resulting from defective equipment, improper installation, misuse, or accidents incurred in shipping and handling. All claims against the shipping carrier must be initiated at the time the damaged items are received by the customer, as indicated on the invoice. The claim is the customer's responsibility. NOTE:  Novia Dentals reserves the right to modify this policy without prior notification.

Special Orders and Exceptions:
The following special, customized, or government-regulated items are not returnable:

  • Opened handpieces,small equipment, and custom-ordered equipment
  • Opened consumables
  • Special order items
  • Personalized and/or imprinted items are not returnable
  • Opened computer hardware and software
  • Controlled drugs
  • Hazardous items: not returnable. Contact Customer Service  for assistance in identifying these items
  • Expired products
  • Certain non-resalable items
  • Books & downloadable Manuals