Returns and Refunds
Our return policy is designed to ensure your satisfaction with your purchase. If for any reason you are not satisfied with the ordered product, you may request a refund within the specified time frame.
Returns and refunds for orders related to toothpastes and whiteners:
1. General Information
We have a 30-day return policy, which means you have 30 days after receiving your order to request a return.
To be eligible for a return, the item must be in the same condition that you received it – unused, undamaged, with tags, and in its original packaging.
You’ll also need the receipt or proof of purchase.
To start a return, contact us via email: citydent@ymail.com
Returns should be sent to the following address:
Milana Tepića 27, Banja Luka 78000
If your return is approved, we will send you a return shipping label along with detailed instructions on the next steps. Items sent back without prior contact and approval will not be accepted.
For any additional questions regarding returns, write to us at: citydent@ymail.com
2. Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is damaged, defective, or if you received the wrong product, so we can correct the issue.
3. Exchanges
The fastest way to get what you want is to return the item you have, and once the return is accepted, place a new order for the desired item.
4. EU Right of Withdrawal Within 14 Days
Regardless of the above conditions, if the delivery is made to a country within the European Union, you have the right to cancel or return your order within 14 days without providing a reason. As previously stated, the item must be in the same condition that you received it – unused, undamaged, with tags, and in the original packaging, along with the receipt or proof of purchase.
5. Refunds
We will notify you once we’ve received and inspected your return, and let you know whether the refund was approved. If approved, your refund will be automatically processed to your original payment method within 10 business days.
Please note that it may take additional time for your bank or credit card provider to process and post the refund.
If more than 15 business days have passed since we confirmed the refund, contact us at: citydent@ymail.com
Returns and refunds for orders related to aligners, aligners with whiteners, lamp whitening and night white whitening, dental services including implants, and fillers:
Since these types of orders require you to contact City Dent after payment to schedule an appointment at the clinic, and since a dental examination, tooth scanning, and further treatment based on agreement and your consent will be carried out upon arrival.
We inform you that if the customer proves and City Dent confirms the validity of a DOA – Dead on Arrival claim at the time of receipt or first use, a claim regarding functional defects, or a claim regarding damaged shipment, the process of accepting the product for return will be initiated.
In all cases, it is necessary to contact City Dent within 24 hours of receiving the product at the email: citydent@ymail.com
Regardless of the decision regarding the return and refund, the customer will not be refunded the cost of the dental scan, which amounts to 500 KM.
