Returns Information
Welcome to our Returns Page. We understand that sometimes purchases don't go as planned, and we're here to make the return process as smooth and straightforward as possible.
Whether you need to return an item due to a fault, an incorrect order, or any other reason, we have outlined clear steps to help you. Please review our policies and procedures below to ensure a hassle-free return experience.
Your satisfaction is our priority, and we're committed to providing the support you need.
Returns
Shop with confidence at Swallow Dental, thanks to our 30-day returns policy.
At Swallow Dental, we proudly offer a 30-day returns policy, allowing you to purchase with full assurance. If you need to return a product, you can do so within 30 days of receipt of your order, subject to the following terms and conditions:
- Products must be in the unused condition that you received them and in the original, undamaged box and packaging.
- Personalised or custom-made goods cannot be returned, including items customised with practice or business names.
- You must notify us within 14 days of receipt of your order, if you wish to return ex-demo and clearance items.
- Due to medical regulations, we are unable to accept the return of any unwanted saline. Please dispose of any saline following drug disposal procedures at your practice.
- Postage fees for the original order will not be credited or refunded.
Our 30-day returns policy does not apply to items that are faulty/damaged or mis-sold/mis-sent.
Please return your unwanted goods to:
Returns Department
Swallow Dental Supplies Ltd
Unit 5, Marrtree Business Park
Silsden
BD20 0EF
Please include a Returns Form with details of your original order and reason for your return.
For your reassurance, we recommend using a courier, recorded delivery or registered post to return items to cover yourself against loss or damage. We cannot be held responsible for returned goods that we do not receive or have been damaged in transit.
Alternatively, you can request a collection for £11 +VAT via email or by calling 01535 656312 (option 4). Collections cannot be arranged for Saturdays or Sundays.
Please do not send any returns directly back to the manufacturer, unless it's a warranty claim. Please see the Issues with my Order section below.
If you have opted to receive a credit note for your returned goods, this will be applied to your account within 5 working days of us receiving the return and a copy emailed to you.
If you have already paid for the returned goods and have opted to receive a refund, this will be processed to the original payment method within 5 working days of us receiving the return.
If you have paid by bank transfer or cheque, you will need to provide us with details of the bank account used to make payment along with the Returns Form, or we will not be able to process the refund.
Our returns policy does not affect your statutory rights of cancellation or return.
Yes. Download and print your Returns Form here.
If you return an item because it is unsuitable or was ordered incorrectly, you will need to cover the postage costs. We recommend using a courier, recorded delivery, or registered post to protect against loss or damage. We are not responsible for items lost or damaged in transit.
Alternatively, you can request a collection for £11 +VAT via email or by calling 01535 656312 (option 4).
If you return an item due to a fault or error on our part, we can credit and refund up to £13 to cover your postage costs. If your return postage costs are expected to exceed this amount, please email us or call 01535 656312 (option 4) to arrange a free collection. Collections cannot be arranged for Saturdays or Sundays.
Please provide a convenient collection date, contact name, and collection address.
Please ensure you are available at the collection time. Any missed collections will be charged to your account at £11 + VAT. Collections cannot be arranged for Saturdays or Sundays.
To return goods, please complete our Returns Form.
We aim to process all returns on the day they arrive with us. Sometimes we don't manage to do this, but your return will be dealt and credit or refund processed within 5 working days.
To return goods please complete our Returns Form.
We will contact you to discuss your options. These may include a credit and/or refund, or an estimate of the delivery date for a replacement.
Go to the Account section of our website, log in with your email address and password. You can see the status of all your orders from there.
Unfortunately, we cannot accept returns on personalised products, including items customised with practice or business names.
However, faulty or mis-sold/mis-sent items are excluded from this condition of our 30-day returns policy and may be able to be returned following the guidance in the 'Issues with my Order' section below.
Customers outside the UK must follow the instructions below alongside our 30-day returns policy.
To help us process your return quickly and efficiently, please mark all returns as RETURNED GOODS – FAILED SALE.
This must be clearly marked on the customs information document on the outside of the packaging.
Use either:
CN 22 (for packages up to 2 kg and a value of up to €425)
and/or
CN 23 (for packages between 2 kg and 20 kg and/or over the value of €425)
Failure to do so may result in the goods being refused by UK customs and returned to the sender.
We recommend you use a courier, recorded delivery or registered post to return items to cover yourself against loss or damage in transit. We cannot be held responsible for returned goods that we do not receive or have been damaged in transit.
If you have paid import duty on received goods and then return the goods to us, you may be able to claim a refund of the duties from your local Customs Authority. To do this, you will need to provide proof of duty payment and proof of export (e.g. certificate of posting) when requesting your refund.
For any additional questions regarding duties payable or refundable, please contact your local Customs Authority.
Issues with my Order
If you accidentally order an incorrect product, please contact our Customer Care team within 48 hours of receipt to report the issue.
Call: 01535 656312 (option 4)
Email: sales@swallowdental.co.uk
Please then return the goods as per our 30-day returns policy above.
If you require a replacement item, please specific the product required when reporting the issue. An order will be placed and invoiced at full price, and the original invoice will be credited and/or refunded (depending on the option specified on the returns form), when the incorrect item is received back.
In this scenario, Swallow Dental will not credit any postage charges for the original order or the return.
Due to medical regulations, we are unable to accept the return of any saline. Please dispose of any saline following drug disposal procedures at your practice.
This typically occurs when an order has been placed for multiple items and one or more items is out of stock. To ensure the fastest delivery, we will ship the items separately when they come back in to stock with no postage charge.
Please check your emails for important updates about your order.
If you believe we have missed an item(s) from your order completely, please contact our Customer Care team within 48 hours of receipt, including photos/videos of the parcel received along with the enclosed picking note. If it is confirmed that the item(s) is missing, we will arrange for the missed item(s) to be sent out with no postage charge.
Call: 01535 656312 (option 4)
Email: sales@swallowdental.co.uk
We always try our best to avoid errors, however, occasionally mistakes are made.
Items received in error are exempt from our 30-day returns policy, but we ask that you inspect your delivery and report any issues to our Customer Care team within 48 hours of receipt.
Call: 01535 656312 (option 4)
Email: sales@swallowdental.co.uk
Please return the goods using our Returns Form to receive a full credit and/or refund will be issued, including the original postage charge.
If an item is sent to you in error, we will cover the cost of the return postage.
For smaller items, we will send you a prepaid envelope. Simply wrap the item securely and return it to us.
For larger returns, we will arrange courier collection free of charge.
Due to medical regulations, we are unable to accept the return of any mis-sent saline. We will issue a full credit and/or refund, but please dispose of any saline following drug disposal procedures at your practice.
We always check our items before dispatch and package them appropriately. However, sometimes items can be damaged during transit.
Damaged items are exempt from our 30-day returns policy, but we ask that you inspect your delivery and report any issues to our Customer Care team within 48 hours of receipt, including photos/videos showing the damage.
Call: 01535 656312 (option 4)
Email: sales@swallowdental.co.uk
Please return the goods using our Returns Form to receive a full credit and/or refund will be issued, including the original postage charge.
If you have received damaged items, we will cover the cost of the return postage.
For smaller items, we will send you a prepaid envelope. Simply wrap the item securely and return it to us.
For larger returns, we will arrange courier collection free of charge.
If you require a replacement item, please request this at the time of reporting the issue or specify this on your returns form. An order will be placed for a replacement and invoiced at full price, and the original invoice will be credited and/or refunded upon receipt of the return.
Due to medical regulations, we are unable to accept the return of any damaged saline. We will issue a full credit and/or refund upon confirmation of the damage, but please dispose of any saline following drug disposal procedures at your practice.
Faulty items are exempt from our 30-day returns policy, but we ask that you inspect your delivery and report any issues to our Customer Care team within 48 hours of receipt, including photos/videos showing the fault. This excludes large items of equipment, please see below*.
Call: 01535 656312 (option 4)
Email: sales@swallowdental.co.uk
Reports of faulty items are assessed on a case-by-case basis, using the evidence provided. In some cases, we may ask you to return the goods for inspection. To return the goods please complete our Returns Form.
If a fault is confirmed, we will cover the cost of the return postage and a full credit and/or refund will be issued, including the original postage charge. If the fault can be resolved or no fault is found, the item will be shipped back to you.
If you require a replacement item, please request this at the time of reporting the issue or specify this on your returns form. If a fault with the original product is confirmed, an order will be placed for a replacement and invoiced at full price, and the original invoice will be credited and/or refunded upon receipt of the return.
Due to medical regulations, we are unable to accept the return of any faulty saline. We will issue a full credit and/or refund upon confirmation of the fault, but please dispose of any saline following drug disposal procedures at your practice.
*For large items of equipment, you will need to contact the manufacturer directly to report any issues.
All goods supplied by Swallow Dental are from respected manufacturers or suppliers, and are covered by the normal manufacturer's warranty. If an item has failed prematurely and the warranty period has not expired, please report any issues to our Customer Care team as soon as possible, giving us details of the product and fault. This excludes large items of equipment and handpieces, please see below*.
Call: 01535 656312 (option 4)
Email: sales@swallowdental.co.uk
Please return the goods using our Returns Form.
*For large items of equipment and handpieces, you will need to contact the manufacturer directly to report any issues.
You may need to return the item to the manufacturer or supplier for a warranty inspection before the outcome of the claim is decided. The timeframe for receiving the item back can vary depending on the product and/or manufacturer, but an estimate will be given by either our Customer Care team or the manufacturer/supplier when discussing your return.
Once we (or the manufacturer/supplier) receive the goods and the warranty claim is approved:
- If the item can be repaired, this will be arranged with the manufacturer/supplier free of charge and the repaired item sent back to you.
- If the item cannot be repaired, either a replacement will be sent to you or a full credit and/or refund will be issued. This is dependent on the specific manufacturer/supplier's warranty terms and conditions.