Returns and refunds

Return window

You can request a return within 30 calendar days of the delivery date shown in your tracking information.

Items eligible for return

• Unused items in their original packaging, with all accessories, documentation and sheaths included and unopened sheath packs sealed.
• Items that arrived damaged, defective, or different from what you ordered, whether or not they've been unpacked or tested.

Items we can't accept

For infection-control reasons, sensors that have been used on patients can't be returned for a change of mind. Opened packs of disposable sheaths can't be returned. Items with physical damage that occurred after delivery, such as bite marks, cable cuts or cracks, can't be returned. If a used sensor develops a fault, it's covered by our warranty instead.

How to return an item

1. Email sensorhubdental@gmail.com or call (972) 544-0003 with your order number and the reason for the return.
2. Within one business day, we'll reply with a return authorization number and the return address. Returns without an authorization number may be delayed.
3. Pack the item securely in its original packaging, write the authorization number on the outside of the box, and ship it with tracking and insurance for its full value.

Return shipping costs

• Defective, damaged or incorrect items: we send you a prepaid, insured return label. You pay nothing.
• Change-of-mind returns: you pay the return shipping cost. Please use an insured, trackable service, as we can't refund items lost on their way back to us.

We do not charge a restocking fee.

Refunds

We inspect returned items within 2 business days of receiving them and email you when the return is approved. Approved refunds are issued to your original payment method within 5–7 business days of our receiving the item. Your bank or card issuer may take a few additional days to post the credit. Because shipping is free, there are no original shipping charges to deduct. If a return doesn't meet the conditions above, we'll contact you to explain why and ship the item back to you at no charge.

Exchanges

If you ordered the wrong size, you can exchange an unused sensor for the other size within the return window. Contact us first and we'll explain the steps. If the other size has a different price, we'll refund or charge the difference.

Order cancellations

You can cancel an order at no cost until it has shipped. Cancelled orders are refunded in full to the original payment method.

Questions