Effective Date: 2025

1. General Policy

At Elite Lab Store (elitelabstore.com), we are committed to ensuring customer satisfaction by providing high-quality dental lab devices and materials. This Refund & Return Policy has been designed in accordance with the E-Commerce Law of the Kingdom of Saudi Arabia and the Consumer Protection Regulations.

2. Eligibility for Returns

A product may be eligible for return or replacement if:

  • It is defective or damaged upon delivery.
  • It does not match the description or specification shown on our website.
  • It was delivered incorrectly (wrong item).

Conditions:

  • Returns must be requested within 7 days of receiving the order.
  • The product must be unused, in its original packaging, and accompanied by proof of purchase (invoice or order confirmation).
  • Consumable products (such as liquids, powders, or opened acrylics) cannot be returned if opened or used, unless proven defective.

3. Non-Returnable Items

For safety and regulatory reasons, certain products cannot be returned, including:

  • Opened or used consumables (powders, resins, liquids, wax, acrylic blocks).
  • Customized or special-order products.
  • Products damaged due to misuse, mishandling, or failure to follow instructions.

4. Refund Process

If a return is approved:

  • Refunds will be issued using the original payment method (credit card, Mada, bank transfer).
  • Refunds are processed within 14 business days from the date we receive and inspect the returned product.
  • In case of partial returns, only the value of the returned item(s) will be refunded.
  • Shipping fees are non-refundable unless the return is due to our error (wrong or defective item).

5. Exchanges (Replacement)

  • If you prefer a replacement instead of a refund, we will ship the replacement item once the returned product has been received and inspected.
  • Exchanges are subject to product availability.

6. Shipping & Return Logistics

  • Customers are responsible for return shipping costs unless the return is due to our error.
  • In case of defective or incorrect items, Elite Lab Store will cover all shipping costs.
  • Products should be shipped back using the same packaging, with tracking information provided.

7. Order Cancellation

  • Orders can be canceled before shipping with a full refund.
  • If an order has already been shipped, cancellation will be treated as a return request (see section 2).

8. Warranty & Defects

  • Devices and equipment are covered by manufacturer warranties (duration and conditions vary by brand).
  • For warranty claims, customers must provide proof of purchase and follow the manufacturer’s procedures.
  • Elite Lab Store will assist in facilitating warranty requests with official suppliers.

9. Customer Responsibilities

By initiating a return or refund request, the customer agrees to:

  • Provide accurate information regarding the product issue.
  • Ensure that the product is securely packed to avoid damage during return shipment.
  • Cooperate with our support team during inspection and resolution.

10. Governing Law

This Refund & Return Policy is governed by the laws of the Kingdom of Saudi Arabia. Any disputes will be handled according to the jurisdiction of Saudi courts.

11. Contact Us

For return and refund requests, please contact us:

📧 Email: support@elitelabstore.com
📞 Phone: +966 561 855 842
🌐 Website: elitelabstore.com