Depending on the timing of the malfunction, there are the following categories of complaints regarding the functional condition of the product:
1) DOA – Dead on Arrival complaint at the time of delivery or first use

This means:

a) The delivered product is damaged, missing parts (incomplete), or does not match the intended purpose or specification. If you notice damage after receiving the package, you must report it within 24 hours for your complaint to be accepted. If you see damage upon delivery, you are not obligated to accept the package — you can refuse it.

b) If the product is defective upon first use, please notify us immediately by calling or sending an email with a description of the issue and your contact information.

2) Complaint on product functionality – steps

If you purchased the item through our website, contact our call center listed on our website, and we will provide the necessary information on how to send the product to our complaints department via courier service. When sending the item, you are responsible for properly packaging it, as damage during transport due to inadequate packaging is your responsibility under the Postal Services Act:

The sender is responsible for choosing the type of postal service based on the nature, contents, actual value, or importance of the shipment.

The sender is also responsible for proper packaging and sealing of the shipment. The packaging must match the type, shape, weight, and value of the item.

The sender is liable for any damage caused by the contents or inadequate packaging of the shipment.

3) Complaint about damaged shipment

If the device or product you ordered arrives damaged during delivery, you must contact the courier service within 24 hours to file a report, and then notify us of the issue.

Repairs and Refunds

If a product is received and found to be non-functional at first use (DOA), the seller is obligated to first verify the validity of the complaint and check the completeness of the returned product before proceeding with a replacement or refund. The response time for your complaint is 8 days from the date the product is delivered to our complaints department by the courier. A decision will then be made on whether a replacement will be sent or a refund issued.

CityDent reserves the right to change product prices at any time. If you ordered a product at one price and received it at that price, but the price was later reduced, you are not entitled to a refund for the price difference.

When filing a complaint for a product where the seller is liable for non-conformity, the customer is required to:

a) Return the claimed product via courier service to the sender’s address. Original packaging is mandatory for the complaint to be accepted.

b) Provide the original proof of purchase to the seller.

c) Clearly describe the defect and the conditions/environment in which the product was used when the issue occurred.

d) After that, all updates on the complaint status will be communicated exclusively via our call center.

For more information, contact us at: citydent@ymail.com