Refund and Shipping Policy
At Dental2You and Optical2You, we are committed to providing high-quality dental and optical care and products for children, as well as excellent customer service. Below is our policy on refunds and shipping, in compliance with Australian Consumer Law (ACL) and Queensland regulations.
Product Refund Policy
We want you to be completely satisfied with your purchase. If for any reason you are not happy with your product, please review our refund policy:
Consumer Guarantee: Under Australian Consumer Law, our products come with guarantees that cannot be excluded. If the product is faulty, defective, or does not meet the description, you are entitled to a repair, replacement, or refund.
Change of Mind: If you simply change your mind about a purchase, we can offer a refund or exchange under certain conditions. However, you must return the product within 30 days, and the product must be unused, in its original packaging, and in resellable condition. Please note that change-of-mind returns are not available for items that are opened or where health or hygiene may be compromised (e.g. dental care products, etc.).
How to Request a Refund or Exchange: To request a refund or exchange, please contact our customer service team at admin@dental2you.com with your order number and a brief description of the issue. We will guide you through the return process.
Refund Processing: Once your return is received and assessed, we will process your refund to the original payment method. Please allow 5-10 business days for the refund to be processed. You will receive an email notification once the refund has been completed.
Service Refund Policy
For our dental and optical services, we want to ensure your experience is positive:
Cancellation or Rescheduling: If we/you need to cancel your appointment or your child is not seen for whatever reason, an automatic refund will happen at the end of the business day, you should receive this in 7-10 business days.
If we need to reschedule your appointment and the date is close we will not refund your payment unless you request it. If the reschedule date is in the distant future, an automatic refund will happen at the end of the business day, you should receive this in 7-10 business days.
If your child for whatever reason only received a limited service you will be practically refunded, an automatic partial refund will happen at the end of the business day, you should receive this in 7-10 business days.
Refunds for Services: In accordance with Australian Consumer Law, you are entitled to a refund, repair, or replacement if the service is not provided with due care and skill, is not fit for the purpose, or does not match the service description. If you feel that the service provided was substandard, please contact us within 7 days so we can address the issue and provide a resolution.
Service Guarantee: If there is a problem with the service provided (e.g., treatment errors), we will provide a remedy, which may include a re-evaluation or a free corrective service. If the issue cannot be resolved, we may offer a partial or full refund.
Shipping Policy
We aim to deliver your products in a timely manner and ensure your items arrive safely.
Processing Times: Orders are typically processed and dispatched within 1-3 business days. Shipping times may vary based on the delivery address and product availability.
Shipping Costs: Shipping costs are calculated during the checkout process based on your order size and delivery location.
Delivery Times: Standard delivery within Queensland typically takes 3-7 business days. For interstate orders, delivery may take longer, depending on the destination. Please note that delivery times are estimates and may vary during peak periods or due to factors beyond our control.
Tracking: Once your order has been shipped, you will receive a tracking number via email to monitor your delivery.
Contact Us
If you have any questions about our refund or shipping policies, or need assistance with a return or service issue, please feel free to contact our customer support team at:
Email: admin@dental2you.com
Phone: 0478 888 830
Business Hours: Monday to Friday, 7:00 AM – 3:00 PM (AEST)
We are committed to resolving any issues quickly and fairly in accordance with Australian Consumer Law.