This Return and Replacement Policy explains when an item may be eligible for replacement or return review. Because dental instruments require hygiene and handling care, every request is reviewed before approval.
Eligibility
- Return or replacement requests must include order details, product details, clear photos or videos, and the reason for the request.
- Items must be unused, unaltered, clean, and in original packaging wherever applicable.
- Products affected by customer misuse, incorrect sterilisation, unauthorised repair, accidental damage, or normal wear may not qualify.
Damaged or Incorrect Product
If a product is received damaged, missing, or different from the ordered item, customers should report it promptly with parcel photos, product photos, invoice/order number, and unpacking evidence if available.
Replacement Review
Approved replacement requests may be resolved through replacement shipment, product correction, credit adjustment, or another support resolution depending on the case and product availability.
Non-Returnable Cases
- Used or sterilised instruments unless a valid manufacturing or dispatch issue is verified.
- Products damaged after delivery due to handling, storage, cleaning, sterilisation, or clinical use.
- Products ordered incorrectly by the customer where no prior confirmation was requested.
- Custom, bulk, institutional, or specially arranged orders unless otherwise agreed in writing.
Return Shipping
Return shipping responsibility depends on the approved reason. PearlyGlow may provide instructions for return packing, courier coordination, inspection, and next steps.