This document defines the Warranty Process for DM Hardware and DM Services which must be followed by DM Customers.
All DM Hardware sold by DM benefit from the legal warranty against hidden defects allowing DM Customers to return non-compliant DM Hardware. This warranty only covers hidden defects of the DM Hardware purchased by DM Customers, which are prior to the purchase and which affect the normal use of the DM Hardware.
We proceed with a Replacement or Refund of any DM Hardware deemed to contain a manufacturing fault. This includes defects in materials and workmanship that is reported within the Warranty Period.
The DM Hardware Warranty applies to DM Customers who have purchased DM Hardware. Consequently, it is not transferable to subsequent owners or purchasers of this DM Hardware.
If the default concerns an accessory, DM only replaces the accessory.
Requirements to be eligible for a Warranty
To be eligible for a Replacement or a Refund, the process must be started within two (2) years from the date of the delivery of the DM Hardware.
DM Services are not included in the DM Warranty Policy.
We will not Replace and Refund DM Hardware that has been damaged either by the DM Customer or their respective patient. This also includes any damage caused by the owner modifying, attempting to fix, or otherwise altering the DM Hardware.
We will not be liable to Replace or Refund any faulty DM Hardware that has been reported outside of the specified Warranty period.
Furthermore, the DM Hardware Warranty does not cover damages concerning your smartphone or any other personal effect that you can use with DM Hardware.
To Start the Warranty Process
Please email firstname.lastname@example.org to start the DM Hardware Warranty Process.
When sending your request, please attach your invoice and provide the following information:
- An explanation of your situation and your request;
- The lot number of the product;
- A picture of the damaged DM hardware;
- A phone number or an email address to contact you easily.
The DM Customer Support will receive and review your request and, if your DM Hardware complies with the above requirements, DM will send you an email including all the steps that must be followed to return the DM Hardware and receive a new one in Replacement or receive a Refund. Please be advised that any missing information could lead to additional delays processing your request.
Please note you can count three-five (3-5 weeks) to be refunded on your bank account, from the reception if the DM Hardware complies with above detailed requirements.
Appendix 1: Definitions
DM Customers: refers to customers as the HealthCare Professionals or non-HealthCare Professionals.
DM Customer Support: refers to the department of DM who manages the DM Customers’ requests including the Return and Refund requests.
DM Hardware: refers to the DM Cheek Retractor, the DM ScanBox, the Scan Box Pro and the Cheek retractor tube sold by DM.
DM Hardware Warranty Policy: refers to this return and refund policy which describes in which conditions DM accepts the return of DM Hardware from Customers and DM provides Customers with a Refund, and the Return and Refund Process.
DM Hardware Warranty Process: refers to the path that must be followed by DM Customers to proceed with a Return of DM Hardware and get a Refund.
DM Services: refers to the DM Solution including:
- DentalMonitoring (“DentalMonitoring”),
- SmileMate (“SmileMate”) and,
- Vision (“Vision”).
DM Return and Refund Policy: refers to the policy which describes the cases and conditions in which the Warranty is put in place.
HCP Shop: means the shop accessible on the DM Web Platform. The HCP Shop allows DM Customers to subscribe to DM Services and purchase DM Hardware.
Refund: refers to the possibility for DM Customers to get the reimbursement of their order by transfer to their bank account.
Replacement: refers to the possibility for DM Customers to get a new DM Hardware.
Warranty Period: Two (2) years from the date of the delivery of the DM Hardware.