1. About This Policy
This policy governs all purchases made on www.jaypeedent.com, which is owned and operated by Jaypee General Agencies. We are a direct stockist, all products listed on our platform are physically held in our warehouse, ensuring quality control and prompt dispatch.
By placing an order on our platform, you confirm that you have read, understood, and agreed to this policy in full. We reserve the right to update this policy at any time. The version in effect at the time of your order will apply to that order.
2. Product-Specific Policies
Many products on our platform carry additional product-specific policies, displayed directly on the product page in the form of icons and accompanying text. These product-specific policies:
- Are an extension of, and supplementary to, this master policy.
- Are designed to give you clear, product-level information at the point of purchase.
- Take precedence over this master policy in the event of any conflict or inconsistency.
It is your responsibility to read and understand both this policy and the product-specific policy before placing an order. Placing an order constitutes your acceptance of both.
A. Shipping Policy
Order Processing & Dispatch
We aim to dispatch all orders on the same business day. Our order cut-off time is 12:00 PM IST. Orders placed after this time will be processed on the next business day. Most orders are dispatched within 24 hours of placement.
Processing times may be longer for:
- Large or bulk orders
- Equipment and heavy items
- Special Orders (see Section A.5 below)
- Orders placed during public holidays, weekends, or promotional events
Delivery Timelines
Delivery times vary based on your location and the shipping method selected. As a general guide, orders within India are delivered within 2 to 10 business days from the date of dispatch. These are estimates and not guarantees.
Shipping Modes
We offer Standard and Priority shipping options.
Priority Shipping: We will use the fastest available carrier for your route. This does not guarantee two-day delivery; it means we will choose a quicker available service at the time of dispatch.
Restricted Items: Certain products cannot be shipped by air due to aviation safety regulations. These include heavy items such as Dental Stone and flammable substances such as Heat Cure and Cold Cure acrylics. Such items will be shipped via Surface Express. Slightly longer delivery times should be expected for these products.
Order Tracking
Once your order is dispatched, tracking details will be shared with you via email or WhatsApp. You can use these details to monitor your shipment at any time.
Special Orders
A Special Order is one where a product is specifically procured or sourced on your behalf. Special Orders are identified on the product page and are subject to the following conditions:
- Special Orders cannot be cancelled once placed, as procurement is initiated immediately.
- If there is a delay on the part of the supplier or manufacturer, we will notify you promptly. You may then choose to: (a) wait for the order to be fulfilled, (b) request a full refund, or (c) select alternative goods of equivalent value.
- Estimated dispatch timelines for Special Order products are indicated on the respective product pages.
International Shipping
International orders are processed exclusively through our international order form or by email. Not all products are available for export. Please contact us before placing an international order to confirm availability and shipping feasibility.
Import duties, taxes, and customs clearance charges are the responsibility of the buyer. In most cases, we ship on a Delivered Duty Paid (DDP) basis, meaning we cover duties on your behalf — however, this is not guaranteed for all destinations and must be confirmed at the time of order.
Returns from international customers are subject to separate terms agreed upon at the time of order.
Liability for Shipment Delays & Losses
Once goods leave our premises and are handed over to the courier, responsibility for transit passes to the carrier. Jaypee Dent is not liable for delays, losses, or damage caused by the courier after dispatch.
In the event of a courier-related issue, you must raise the matter directly with the courier using the tracking details provided. We will actively assist you in resolving the matter with the carrier, and in most cases will facilitate a resolution on your behalf. However, we cannot be held responsible for outcomes that are within the carrier’s control.
Lost in Transit
In the event that a shipment is lost in transit, we will raise a formal claim with the courier on your behalf. Lost-in-transit claims are governed entirely by the courier’s own policies and timelines. As a general guideline, such claims can take up to 60 days from the date of dispatch to be investigated and resolved by the carrier.
Jaypee Dent is not liable for the outcome of courier claims and cannot guarantee a specific resolution or timeline. We will keep you informed of the status of the claim as and when updates are received from the courier. No replacement or refund will be issued on account of a lost shipment until the courier’s investigation is concluded and liability is established.
B. Return Policy
When Returns Are Accepted
We accept returns in the following circumstances:
- You received an expired product.
- You received a damaged product (damage caused during transit or at our end).
- You received an incorrect product (wrong item shipped).
In most cases we will over replacement.
To be eligible for a return, you must notify us within 7 days of the date of delivery. Notifications received after this window will not be accepted. You may contact us via email or WhatsApp — both are valid.
How to Initiate a Return
Contact our support team via email or WhatsApp with your order number, the reason for return, and supporting photographs where applicable. No return will be accepted without prior written authorisation from us.
For returns with an invoice value above Rs. 50,000, a formal written letter on your letterhead (or equivalent documentation) will be required in addition to our authorisation. For returns below Rs. 50,000, we strongly prefer a written request but it is not mandatory. Jaypee Dent reserves the right to request a formal letter for any return, regardless of value, at its discretion.
Conditions for Return
All returns must meet the following conditions:
- Products must be unused and in their original, sealed, and undamaged packaging.
- All accessories, components, freebies, or bundle items received with the product must be returned in full. Partial returns of kits or bundles are not accepted.
- Products must not have been opened, used, or tampered with.
- Products must not have been damaged due to customer handling or misuse.
Change of Mind Returns
We understand that circumstances change. If you wish to return a product simply because you no longer need it or have changed your mind, we will consider your request subject to all of the following conditions being met:
- The return request is raised within 7 days of the date of delivery.
- The product is completely unopened and in its original, sealed, factory packaging.
- The product is not a consumable item and does not carry a non-returnable designation on its product page.
- The individual product price is Rs. 500 or above. Products priced below Rs. 500 are not eligible for change-of-mind returns as the cost of reverse logistics makes it commercially unviable.
- The product has not been used, damaged, or tampered with in any way.
Change-of-mind returns are not a right — they are accepted at our discretion. Jaypee Dent reserves the right to decline any change-of-mind return request without being required to provide reasons.
Where a change-of-mind return is approved, the actual cost of forward shipping and return shipping, along with any packing and processing charges, will be deducted from your refund. This applies even if free shipping was offered at the time of purchase.
Note: If a product carries a non-returnable icon on its product page, it is not eligible for a change-of-mind return under any circumstances.
Breakage, Defects & Incorrect Items
If you receive a product that is broken, defective, expired, or incorrect, we will resolve the issue at no cost to you. Our preferred resolution is a free replacement. A refund may be offered instead, at our discretion, where a replacement is not feasible or where it is more practical to do so.
To report such an issue, contact us within 7 days of delivery with your order number, a description of the issue, and photographs. We will assess the matter and confirm the resolution — replacement or refund — in writing.
Tradeshow Purchases
Products purchased at tradeshows, exhibitions, dental conferences, or any offline event where Jaypee Dent is an exhibitor are not eligible for return, replacement, or refund under any circumstances. Such purchases are considered final sales. Customers are advised to inspect all products carefully at the point of purchase before completing the transaction.
Bundle Purchases
If a product was purchased as part of a bundle, combo, or promotional package, any return or replacement request must include the entire bundle — all items in their original and unopened condition. Partial returns of bundles are not accepted under any circumstances.
If any item in a bundle has been opened or used, the entire bundle becomes ineligible for return. A refund or replacement, if approved, will be calculated on the basis of the bundle price and not individual item prices.
Repairs — Jaypee Dent Branded Products
For Jaypee Dent branded products that develop a fault or require servicing after the return window has closed, we offer a repair service. Repairs are subject to the availability of spare parts and the assessment of our service team. The following conditions apply:
- To initiate a repair, you must contact us via WhatsApp or email. A digital repair request form will be sent to you via WhatsApp and must be completed and submitted before any product is accepted for repair. Sending a product without completing this form may result in it being returned unserviced.
- The customer is solely responsible for securely packing and shipping the product to our service centre. Any damage that occurs during transit to us due to inadequate packaging is the customer’s responsibility and will not be covered under the repair or warranty.
- For products outside their warranty period, or where the fault is not covered under warranty, a non-refundable inspection fee will apply. The inspection fee amount is specified in the repair request form and varies by product. This fee will be adjusted against the total repair cost if the customer chooses to proceed with the repair.
- Repairs within the warranty period for manufacturing defects will be carried out at no charge.
- Any repair, servicing, or tampering carried out by an unauthorised third party will immediately and permanently void the product warranty. Jaypee Dent will not be liable for any damage, malfunction, or deterioration arising from or following unauthorised repairs, and no warranty claims will be entertained thereafter.
- Repairs arising from customer misuse, accidental damage, physical damage, or normal wear and tear are not covered under warranty. A service charge will apply and will be communicated to the customer before any work commences.
- Products that have exceeded their serviceable lifespan, as determined by Jaypee Dent, are not eligible for repair. Jaypee Dent’s determination in this regard is final.
- Jaypee Dent is not responsible for any loss, damage, or deterioration of the product while in transit to or from our service centre, or during the repair process beyond what is directly caused by our servicing.
- Repairs are carried out by our ISO-certified service partners and are subject to their terms of service.
- For third-party branded products, repair services are the responsibility of the respective manufacturer. We will assist you in directing your request to the appropriate service centre.
Non-Returnable Products
The following are non-returnable under all circumstances:
- All consumable items. Consumables include, but are not limited to: dental composites, restorative materials, bonding agents, primers, impression materials, cements, etchants, desensitisers, varnishes, masks, gloves, paper points, gutta percha, and any single-use or open-use clinical material.
- Any product that has been opened, regardless of category.
- Products priced below Rs. 500 (individual product price).
- Products carrying a non-returnable icon on the product page.
- Products purchased at tradeshows, exhibitions, or offline events.
- Expired products (where the expiry occurred after delivery).
- Products damaged due to customer misuse or improper use.
- Bundles or kits where any component has been opened, used, or separated.
Note: The product page will indicate whether a specific product is returnable or eligible for replacement. Product page designations take precedence over this policy. Where a replacement icon is displayed, the product is eligible for replacement but not necessarily a refund.
Third-Party Brand Products
For products manufactured by third-party brands — including but not limited to Ivoclar, GC, Shofu, DPI, NID, MR Dental, Kalabhai, and other trading brands stocked by us — the following applies:
- Jaypee Dent is the stockist, not the manufacturer, of these products.
- In the event of a manufacturing defect or quality issue, the resolution (replacement, refund, or otherwise) is subject to the respective brand’s own policies and their decision.
- We will assist you in liaising with the brand and will advocate on your behalf — however, we cannot guarantee a specific outcome as the decision rests with the manufacturer.
- Once a third-party branded product has been opened, it cannot be returned or replaced by Jaypee Dent. Replacement will only be offered if the manufacturer or brand authorises and instructs it.
Jaypee Dent Branded Products
For products manufactured by Jaypee Dent — identifiable by the Jaypee Dent brand on the product — we take full responsibility for any manufacturing defects. Our products are quality tested and certified in accordance with ISO standards, CDSCO requirements, and internal quality control protocols.
If a Jaypee Dent branded product is found to be defective on arrival, we will offer a free replacement or full refund. If a replacement is claimed, it is limited to one replacement per product per order. Any subsequent complaint on the same product will be investigated. Given our quality certification standards, repeat defect claims are typically indicative of customer misuse; however, we will conduct a fair assessment before making a determination.
Equipment & Warranty
Clinical and laboratory equipment sold on our platform — including but not limited to curing lights, endo motors, compressors, ultrasonic cleaners, and thermoforming machines — is covered under the manufacturer’s warranty.
- For Jaypee Dent branded equipment, warranty claims are handled directly by us.
- For third-party branded equipment, warranty claims must be processed through the respective manufacturer. We will assist you in this process.
- Warranty terms, duration, and coverage are as specified by the manufacturer and indicated on the product page.
C. Refund Policy
When Refunds Are Issued
A refund will be issued in the following situations:
- The return has been approved and the product has been received and inspected by us.
- The ordered product is unavailable in our warehouse after payment has been received.
- An excess amount has been charged and collected from you in error.
- A Special Order cannot be fulfilled and you elect to receive a refund (see Section A.5).
- Any other situation where, in our determination, a refund is rightfully due to you.
Refund Amount
Refunds will reflect the actual amount paid to us (doesn’t include bank charges or payment processing fee) at the time of purchase, including applicable GST, provided the return is made within the eligible return window and all conditions are met. If a coupon code, promotional discount, or offer was applied at checkout, the refund will reflect the discounted price actually paid — not the original MRP.
Simple rule: If the issue is on our end, we cover everything — the product cost, forward shipping, and return shipping. If you are returning a product because you changed your mind (and the product is eligible for return), the actual forward shipping charges and return shipping charges will both be deducted from your refund. This applies even where free shipping was offered at the time of purchase — the actual cost of shipping in both directions will be recovered.
Refund Method
All refunds are credited to the original payment method used at the time of purchase.
- Credit card / debit card: Refunded to the same card.
- Net banking / UPI: Refunded to the originating account.
- Partial Cash on Delivery (COD): Refunded directly to your registered bank account. You will be required to provide your account details if not already on record.
Partial COD Orders
For orders placed under our Partial COD option, a 25% advance payment is collected at the time of order. In cases where a delivered order is rejected by the customer without valid cause, the advance amount will be forfeited. This advance is structured to cover forward and return shipping costs. Any remaining balance, after deduction of applicable charges, will be refunded to your bank account.
Right to Refuse a Refund
Jaypee Dent reserves the right to refuse a refund where:
- The returned product is found to be damaged due to customer misuse or improper handling.
- The product does not meet the return conditions outlined in Section B.
- The product falls under the non-returnable category.
Where a return is refused, the product will be held at our premises for 30 days from the date of refusal. You will be notified in writing (via email or WhatsApp) of the refusal and the 30-day storage window. During this period, you may arrange to collect the product at your own expense, or request that we courier it back to you at the actual cost of shipping and packing. If no action is taken within 30 days of notification, the product will be considered forfeited and may be disposed of at our discretion.
Goods Sent to Us — Transit Responsibility
When you send goods to us for any purpose — including returns, repairs, or replacements — you are solely responsible for ensuring the items are packed securely and adequately for transit. Jaypee Dent is not liable for any damage that occurs to goods while in transit to our warehouse.
If goods arrive at our warehouse in a damaged condition due to inadequate packaging or mishandling during transit, we will notify you with photographs. In such cases, no refund or replacement will be issued for the transit-induced damage. The goods will be treated as received in that condition, and our 30-day storage and collection policy will apply.
Tip: Always use adequate cushioning and secure outer packaging when sending goods back to us. We recommend using the original packaging wherever possible.
Inspection Before Refund or Replacement
All refunds and replacements — without exception — are processed only after the returned goods have been physically received at our warehouse and inspected by our team. No refund or replacement will be initiated on the basis of photographs, descriptions, or any prior communication alone.
Once goods are received and inspected, we will communicate the outcome to you. If the inspection confirms the claim, we will proceed with the refund or replacement. If the inspection finds that the product does not meet the return conditions, we will notify you and the 30-day storage window will apply.
Refund Processing Time
Once a return is received and approved, we will process the refund within 7 business days. The time taken for the refund to reflect in your account depends on your payment method and financial institution. As a general guide, allow up to 10 additional business days for the credit to appear.
D. Cancellation Policy
Jaypee Dent’s Right to Cancel
Jaypee Dent reserves the right to cancel any order at any time, without providing a reason or prior notice. In such cases, the full amount paid will be refunded to the original payment method. This includes, but is not limited to, situations involving pricing errors, stock discrepancies, suspected fraudulent activity, or any other circumstance at our discretion.
In the event of a pricing error on our platform — where a product is listed at an incorrect price due to a system error, typographical mistake, or any other reason — we reserve the right to cancel the order and issue a full refund, regardless of whether the order has been confirmed. We are not obligated to honour orders placed at an incorrect price.
Payment & Order Processing
Orders will only be processed and dispatched upon receipt of full payment, or as per agreed payment terms in the case of institutional or bulk buyers. Jaypee Dent will not ship or bill goods without confirmed payment or a prior written agreement. In the event of a payment failure or duplicate charge due to a gateway error, please contact us immediately. Verified duplicate charges will be refunded in full to the original payment method.
Special Orders
Special Orders are non-cancellable from the moment the order is placed. By ordering a Special Order item, you acknowledge that procurement is initiated on your behalf immediately and that no cancellation or refund is available, except as provided under Section A.5 in the event of supplier delay.
E. Institutional & Bulk Buyers
For purchases made by institutions, dental colleges, hospitals, or organisations, the institution is considered the buyer of record. All return, refund, and replacement rights under this policy are vested in the purchasing institution only. Individual end users, students, or staff members who receive products through an institutional purchase do not have independent standing to raise return or replacement requests directly with Jaypee Dent. All such requests must be routed through the institution’s authorised representative.
F. Misuse of Return & Replacement Policy
Jaypee Dent reserves the right to restrict or permanently withdraw return, replacement, and refund privileges from any customer who, in our sole determination, has misused or abused this policy. This includes but is not limited to repeated return requests, pattern-based claims, or any behaviour indicative of fraudulent intent.
Such customers will be notified of the restriction. Once restricted, future orders from that customer will be treated as final sales, with no return, replacement, or refund available under any circumstances.
G. Governing Law & Dispute Resolution
This policy and all matters arising from it are governed by the laws of India. Any dispute, claim, or proceeding arising out of or in connection with this policy or any transaction on our platform shall be subject to the exclusive jurisdiction of the courts at Calicut, Kerala, India.
We encourage customers to first reach out to our support team to resolve issues amicably before initiating any formal proceedings.
H. Contact Us
For any queries, complaints, or return requests, please contact us through the following channels:
- Phone / WhatsApp: +91 9288 010199
- Email: As listed on www.jaypeedent.com
- International Orders: Via the International Order Form on our website or by email
We are here to help and will do our best to resolve your concern promptly and fairly.
