Overview

At Lenox Instruments Canada, we are committed to delivering premium-quality dental, surgical, and veterinary instruments. If you are not completely satisfied with your purchase, this policy outlines your rights and our procedures for returns, exchanges, and refunds — in line with Canadian and international consumer protection standards.

Return Eligibility

You may request a return or refund under the following conditions:

  • The return request is submitted within 14 days of receiving the product.

  • The item is unused, in its original packaging, and in resalable condition.

  • A valid proof of purchase (invoice or receipt) is provided.

  • The product is not customized, sterilized, or marked as non-returnable.

Non-eligible items include:

  • Used or opened items

  • Customized or engraved instruments

  • Items purchased on final sale or clearance

  • Products returned beyond the 14-day window

How to Request a Return

To initiate a return:

  1. Email us at support@lenoxinstruments.ca with:

    • Your full name and contact details

    • Order number

    • Reason for return

    • Photos if item is damaged or defective

  2. Wait for return authorization and instructions.

  3. Carefully package the item and ship it to the return address provided.

Important: We do not accept items returned without prior authorization.

Refund Process

Once your return is received and inspected, you will be notified of the approval or rejection of your refund.

  • Approved refunds will be processed within 5–10 business days back to your original payment method.

  • Refunds cover the cost of the product only. Original shipping charges are non-refundable unless the return is due to our error.

  • If a refund is delayed, please first check with your bank or payment provider.

Damaged or Defective Items

If you receive a product that is damaged, defective, or incorrect:

  • Notify us within 48 hours of receiving the item.

  • Send clear photos and a brief description.

  • We will arrange for a replacement or a full refund, including shipping costs.

Exchange Policy

We only replace items if they are:

  • Defective

  • Damaged in transit

  • Incorrectly shipped

To request an exchange, follow the same procedure as a return. Once approved, the new item will be dispatched at no additional cost.

Shipping Costs & Responsibility

  • Customers are responsible for return shipping costs unless the return is due to our error or a defective item.

  • We recommend using tracked and insured shipping. We are not responsible for items lost or damaged during return transit.

International Orders

For orders outside Canada:

  • Customers are responsible for any customs duties or import taxes.

  • Return shipping must comply with local customs regulations.

  • Refunds are issued only once the returned item is received and inspected.