Returns and Exchanges Policy - iDD Shop

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Last Updated: May 2026

Applies to purchases shipped to Australia, New Zealand, and Canada.

Our Commitment

At the iDD Shop, we take the time to match the right equipment to the right practice before you buy. Our clinical advisors are available before every purchase to make sure you are investing in equipment that genuinely fits your workflow, your case mix, and your goals.

If something goes wrong, we want to make it right. This policy explains how returns and exchanges work across all three of our markets.

Statutory Rights

Nothing in this policy limits or replaces the rights you have under the consumer protection laws of your country. These rights apply automatically and cannot be contracted away.

• Australia - The Australian Consumer Law (ACL) gives you statutory guarantees on goods and services. Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
• New Zealand - The Consumer Guarantees Act 1993 provides guarantees that goods must be of acceptable quality, fit for purpose, and match their description. These guarantees apply to all purchases made from this shop.
• Canada - Provincial consumer protection legislation applies to your purchase, including the Consumer Protection Act in Ontario and equivalent legislation in other provinces. Quebec residents have additional protections under the Act respecting consumer protection.

This policy operates alongside your statutory rights, not instead of them.

Capital Equipment - Scanners, Printers, Milling Units, and Post-Processing Units

What We Accept Returns For

We accept returns on capital equipment for the following reasons.

• The item arrives damaged or defective on delivery
• The item develops a manufacturing defect within the applicable warranty period
• The item does not match the product description published at the time of purchase

We do not accept returns on capital equipment for change of mind. These are significant professional investments, which is why we encourage every customer to speak with one of our clinical advisors before purchasing. If you have any questions about whether a product is right for your practice, please contact us before you buy.

Warranty Coverage

All capital equipment sold through the iDD Shop carries the manufacturer's warranty. Warranty periods vary by brand and product and are specified on each product listing page. Warranty claims are handled in partnership with the manufacturer.

If your equipment develops a defect within the warranty period, contact us at sales@instituteofdigitaldentistry.com and we will coordinate the warranty process on your behalf.

Our 90-Day Implementation Support Promise

Separate from this returns policy, every capital equipment purchase from iDD includes our 90-Day Implementation Support Promise. If, after 90 days, you feel your scanner or printer is still under-utilised, our team will give you a one-on-one workflow audit and a custom implementation plan at no charge. This is not a refund window. It is a commitment that our clinical team will continue working with you until your equipment is genuinely embedded in your workflow. Contact your clinical advisor to take us up on this.

Consumables - Resins, Milling Materials, Glazes, and Accessories

Unopened and Unused Items

We accept returns on consumable products that are unopened, unused, and in their original packaging within 30 days of the delivery date. Items must be returned in a condition suitable for resale.

To initiate a return on a consumable item, contact us at sales@instituteofdigitaldentistry.com within 30 days of delivery. We will provide a return authorisation and instructions.

Return shipping costs for change-of-mind returns on consumables are the responsibility of the customer. We will cover return shipping costs where the item is confirmed to be faulty or incorrectly supplied.

Opened or Used Items

We do not accept returns on consumables that have been opened or used, unless the item is confirmed to be defective or was supplied incorrectly.

Faulty or Incorrectly Supplied Consumables

If you receive a consumable that is faulty or different from what you ordered, contact us within 14 days of delivery. We will arrange a replacement or refund at no cost to you.

Software and Digital Products

All software sales and digital product activations are final and non-refundable once access has been granted, unless the product is confirmed to be defective or materially misrepresented. If you experience a technical issue with software purchased through the iDD Shop, contact us and we will work with you and the software provider to resolve it.

Exchanges

We do not offer equipment exchanges as a standard option. If your situation requires a product change after purchase, contact us at sales@instituteofdigitaldentistry.com and we will assess the circumstances on a case-by-case basis.

Before You Initiate a Return - Work Through These Steps First

Most issues with dental equipment can be resolved without a return. Before submitting a return request, please work through the following steps. This is the fastest path to getting your equipment working correctly.

Step 1 - Check the documentation and your training resources.

Many issues with setup, scanning accuracy, connectivity, or software integration are addressed in the product documentation or in the iDD training courses included with your purchase. Log into your iDD Academy account and check the relevant course content for your equipment category before assuming the product is faulty.

Step 2 - Contact iDD support.

Email sales@instituteofdigitaldentistry.com or call your clinical advisor directly. Our team has hands-on experience with every product category we sell. In many cases we can resolve the issue over a call or by walking you through a troubleshooting process. This is faster than a return in the vast majority of situations.

Step 3 - Work through the manufacturer's warranty support process.

All capital equipment sold through the iDD Shop carries a manufacturer's warranty. If iDD support determines the issue is likely a hardware defect, we will connect you with the manufacturer's technical support team or service centre. Manufacturer support teams have access to diagnostic tools and firmware updates that can resolve issues that are not visible on the surface. We will stay involved in this process and advocate on your behalf.

Step 4 - Escalate to a formal return if the above steps do not resolve the issue.

If you have worked through the steps above and the product remains faulty, defective, or materially different from its description, you are entitled to proceed with a formal return. Contact us and we will confirm eligibility and provide a return authorisation.

How to Initiate a Formal Return

Step 1 - Contact us before sending anything back.

Email sales@instituteofdigitaldentistry.com with your order number, a description of the issue, a summary of the troubleshooting steps already taken, and photographs where relevant (particularly for damaged or defective items on arrival). Do not ship any item back without receiving a return authorisation from our team first.

Step 2 - Receive your return authorisation.

Our team will respond within two business days with a decision and, if approved, a return authorisation number and shipping instructions.

Step 3 - Ship the item back.

Return the item in its original packaging where possible. Include all accessories, manuals, and documentation that came with the product. Mark your return authorisation number clearly on the outside of the package.

Step 4 - Resolution.

Once we receive and inspect the returned item, we will process your refund or replacement within 10 business days. Refunds are issued to the original payment method.

Delivery Timeframes and Order Processing

Orders are typically processed and dispatched within 1 to 2 business days of payment being confirmed.

Delivery timeframes after dispatch vary significantly depending on the product and where it ships from. Some products are held in local in-country warehouses and arrive relatively quickly. Others ship directly from the manufacturer in countries such as China or Korea and are subject to international freight and customs clearance, which can add considerable time to delivery.

As a guide, delivery can take anywhere from 2 to 8 weeks from the date of dispatch. Products shipping internationally may sit in customs clearance for a period of time that is outside our control. We will provide tracking information once your order is dispatched and will communicate proactively if we become aware of any delays or hold-ups along the way.

If you need a specific product by a particular date, contact us before purchasing and we will give you the most accurate estimate we can based on current stock location and shipping conditions.

Contact

For all returns, warranty, and exchange enquiries, contact our team at:

Email - sales@instituteofdigitaldentistry.com

Australia and New Zealand - Speak with Julian, our Clinical Advisor for AU and NZ

Canada - Speak with Sabrina, our Clinical Advisor for Canada

Phone contact details and business hours are listed on our contact page at idd.shop/pages/contact-us-idd.

This policy was last reviewed in May 2026. We reserve the right to update this policy. Any updates will be reflected on this page with a revised date.