Returns & Exchanges

Last updated: June 2026

We want every order to arrive exactly as you expect. If something isn't right, our team is here to make it right. Because we supply products used in clinical settings, a few safety-based conditions apply to what can be returned and how.

Return Window

You may request a return within 30 days of delivery. After confirming your request, we'll provide return instructions and, where applicable, a return authorization so we can track your package and process it promptly. Items sent back without first contacting us may be delayed.

Condition Requirements

To be eligible for a return, items must be in the same condition you received them:

• Unopened and unused, with all original packaging, seals, and labels intact.
• Free of damage not caused in transit, and complete with any included accessories or documentation.
• Sterile and consumable products must have unbroken manufacturer seals. Once a sterile barrier is opened or compromised, the item can no longer be returned for safety reasons.

This protects the integrity of every product we ship and ensures the next clinic receives supplies they can trust.

What Cannot Be Returned

If a non-returnable item arrives damaged, defective, or incorrect, please contact us right away — we'll always take care of issues that originate on our end.

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How to Start a Return

Starting a return is simple. Reach out to our team and we'll guide you through the rest.

1. Contact us by phone at 718-500-1045 or by email at orders@elidental.com.
2. Provide your order number, the items you'd like to return, and a brief note about the reason.
3. We'll confirm eligibility and send return instructions within one business day.
4. Pack the items securely in their original packaging and ship them back using the provided details.

Refunds & Exchanges

Once we receive and inspect your returned items, we'll process your refund or exchange:

• Refunds are issued to the original payment method after inspection. You'll receive confirmation once it's on the way; depending on your bank, it may take a few business days to appear.
• Exchanges for a different item or quantity can be arranged with our team — we'll confirm any pricing differences before finalizing, just as we do on every order.
• If a return results from our error — a damaged, defective, or incorrect item — we cover return shipping. Otherwise, return shipping is the customer's responsibility.

Questions about a billing adjustment can also go to our team, who will route it to the right place.

Common Questions

My order arrived damaged. What should I do?

Contact us within a few days of delivery with your order number and, if possible, a photo of the damage. We'll arrange a replacement or refund and cover any return shipping needed.

Can I return an opened box of consumables I didn't end up needing?

Unfortunately no. Once sterile or consumable packaging is opened, the item can't be returned for safety reasons. We recommend ordering quantities that match your near-term needs, and our team is happy to advise before you purchase.

How long does a refund take?

We process eligible refunds promptly after inspecting your return. The time it takes to appear on your statement depends on your bank or card issuer, typically a few business days.

This policy works alongside our Terms of Service and Privacy Policy. For details on how we use cookies, see our Cookie Policy.