Refund policy
All services and products provided by Rosenthal Dent Lab are custom-made, made-to-order, and strictly NON-REFUNDABLE. By placing an order, the Customer expressly acknowledges and agrees that all Products and Services are created based on individualized specifications, impressions, and design data supplied by the Customer. Accordingly, no refunds, chargebacks, or payment reversals shall be permitted under any circumstances, except where required by mandatory law.
Impression Kits are strictly NON-REFUNDABLE under all circumstances. Once an Impression Kit has been prepared, processed, or shipped, no refund, cancellation, or credit shall be issued, regardless of whether the Impression Kit is used, unused, returned, delayed, damaged, refused, or discarded by the Customer.
Once an order is submitted and confirmed, the Customer has irrevocably retained Rosenthal Dent Lab for custom design and production services. Once the Impression Kit has been shipped, the order shall be deemed FINAL, NON-CANCELABLE, AND NON-REFUNDABLE, regardless of any subsequent events.
A cancellation request may only be considered within twenty-four (24) hours of purchase AND strictly before the Impression Kit has been shipped. If such cancellation is approved, an eighty-five percent (85%) cancellation fee shall apply to cover administrative costs, processing, design preparation, inventory allocation, and reserved production capacity. Only the remaining fifteen percent (15%) of the order total may be eligible for refund.
Shipping delays, carrier errors, and customs-related delays do NOT constitute grounds for a refund. No refund, reversal, or compensation shall be issued for delays caused by:
- Any shipping or courier service provider (including but not limited to FedEx, UPS, USPS, DHL);
- Weather conditions, force majeure events, or carrier operational failures;
- United States Customs and Border Protection (U.S. Customs), or any other customs or governmental authority, including holds, inspections, seizures, misclassification, documentation review, or clearance delays.
The Customer expressly acknowledges that international shipping and customs processing are outside the control of Rosenthal Dent Lab, and any delays resulting therefrom do not relieve the Customer of payment obligations and do not entitle the Customer to any refund or cancellation.
If the Customer receives a completed full arch denture, partial denture, or nesbit/flipper and experiences a fit-related issue, the Customer may, at the sole discretion of Rosenthal Dent Lab, qualify for one (1) Return For Adjustment (RFA) at no additional manufacturing cost, strictly subject to all RFA eligibility requirements set forth in this Agreement. The availability of an RFA shall not constitute a refund, replacement, cancellation, or reversal right, and shall not suspend or negate the Customer’s full and final payment obligations.
The Customer expressly waives any claims based on dissatisfaction, adaptation difficulty, personal comfort, aesthetic preference, subjective expectations, or third-party opinions. No refunds shall be granted for subjective dissatisfaction or comfort-related concerns.
Rosenthal Dent Lab reserves the exclusive and unilateral right, in its sole discretion, to approve or deny any cancellation, refund, or adjustment request. Any unauthorized chargebacks, disputes, or payment reversals shall constitute a material breach of this Agreement, subject to immediate account suspension, collection procedures, liquidated damages, legal enforcement, and reporting to financial institutions as permitted by law.
