Refund Eligibility

SmilePrealPro accepts refund requests under the following conditions:

• Unopened, unused products – Returns are accepted within 30 days of delivery for unopened, factory-sealed dental resins, lab supplies, and CAD/CAM materials.
• Manufacturing defects – Any product with a verified defect (e.g., cured resin, incorrect viscosity, packaging failure) qualifies for a full refund or replacement, regardless of seal status.
• Wrong item shipped – If you receive an incorrect product, we will refund or exchange at no additional cost.

Non-refundable items: Opened resin bottles (due to chemical stability concerns), custom-blended materials, discontinued items sold at final clearance, and digital files or print profiles.

Damaged Products

SmilePrealPro carefully inspects all items before shipping. If your order arrives damaged:

• Document the damage with clear photos (including the outer packaging, inner box, and product).
• Report the issue within 5 business days of delivery via email to returns@smileprealpro.com.
• Our team will approve a replacement or full refund within 48 hours. In most cases, we do not require the damaged product to be returned (disposal instructions will be provided).

For hazardous materials (uncured resin spills), follow local safety guidelines and contact us immediately for additional support.

Delivery Problems

If your shipment is lost, significantly delayed, or marked as delivered but not received:

• Lost packages: We will initiate a carrier trace. If the package is not located within 10 business days, we offer a full refund or replacement.
• Delayed shipments: If the estimated delivery window exceeds 10 business days beyond the maximum estimate (excluding customs holds), please contact us. We will either expedite a replacement or provide a partial refund for the inconvenience.
• Delivery refused by recipient: Refunds for refused shipments will be processed minus original shipping costs and a 15% restocking fee.

International customers: Customs delays are not considered a delivery problem. However, if a package is returned due to unpaid duties, we will refund the product cost minus shipping and a 20% handling fee.

Return Conditions

To return an eligible item (unopened, within 30 days), please follow these steps:

1. Contact our returns department at returns@smileprealpro.com with your order number and reason for return.
2. You will receive a Return Merchandise Authorization (RMA) number and a prepaid shipping label (for domestic returns). International customers are responsible for return shipping costs unless the return is due to our error.
3. Pack the product securely in its original packaging, include the RMA form, and affix the label.
4. Drop off the package at the designated carrier location within 7 days of receiving the RMA.

Return conditions: Products must be in original, unopened, resalable condition. Resin bottles must have intact seals. SmilePrealPro reserves the right to decline a refund if the product shows signs of use, contamination, or improper storage.

Refund Processing Time

Once we receive and inspect your return, refunds are processed within 5–7 business days. The timeline by payment method:

• Credit card / Debit card: Refund appears within 3–5 business days after processing (depending on your bank).
• PayPal: Funds are returned to your PayPal balance within 24–48 hours after we issue the refund.
• Store credit: Available immediately upon request, with an additional 10% bonus credit for lab supply purchases.

Original shipping costs are non-refundable unless the return is due to our error (wrong item, defect, or damage).

Customer Support – Returns & Refunds

Our dedicated returns team is available to assist dental professionals with any questions about this policy.

• Email: returns@smileprealpro.com (response within 4 business hours)
• Phone: +1 (888) 789-4567 (press 3 for returns)
• WhatsApp: +1 (437) 888-1234 – send photos of damaged items for faster resolution
• Live chat: Available on our website Mon–Fri, 9am–5pm EST