Biodenta® values your satisfaction and stands behind the quality of our products. Because toothpaste and toothbrushes are hygiene items, we adopt a fair but strict return policy to protect our customers and comply with Malaysian consumer law.

 

1. Eligibility for Returns and Refunds

    

   We accept returns or refunds only in the following situations:

• Wrong item shipped. If you receive a product that differs from your order, please contact us immediately so we can correct the mistake.
• Item damaged or defective upon arrival. Products are carefully inspected before dispatch, but if they are damaged, leaking or otherwise defective on arrival, please notify us within the return window with clear photos.
  
• Manufacturing defect. If a product has a clear manufacturing defect (e.g., faulty bristles on a toothbrush or a leaking tube), we will replace or refund it at our discretion.

We do not accept returns or refunds for change‑of‑mind purchases, dissatisfaction with flavour or texture, or products purchased from unauthorised sellers.

2. Non‑returnable Items

   For hygiene and regulatory reasons, certain items cannot be returned or refunded under any circumstance. The following categories are final sale:
   

   Non‑returnable item	Reason
   Opened or used toothpaste	Toothpaste is considered a personal care item; once the tamper‑evident seal is broken, we cannot resell or donate it safely.
   Used toothbrushes or oral‑care accessories	Toothbrushes and accessories that have been removed from their hygienic packaging may harbour bacteria and cannot be accepted for return.
   Sale or clearance items	Items marked as “final sale”, “promotion” or discounted beyond our regular price are ineligible for refund or exchange.
   Digital goods (gift cards/vouchers)	Gift cards and vouchers are non‑refundable and cannot be exchanged for cash.

   If you are unsure whether your item qualifies as non‑returnable, please contact our customer service before opening or using the product.

   
   
   

3. Return Window and Condition of Goods

To ensure fairness to all customers and compliance with health regulations, we impose a strict return window and condition requirements:

• Notification period. You must inform us of any issue within seven (7) calendar days of receiving your order. After this period, we cannot guarantee a replacement or refund.
  
• Return window. Once a return is authorised, the product must be posted back to us within fourteen (14) calendar days of the authorisation date. Returns received after this timeframe may be refused.
  
• Condition of returned items. Returned products must be unused, unopened and in their original condition and packaging, including any free gifts, accessories and security seals. Items showing signs of use, tampering, or missing components are not eligible for refund or exchange. We reserve the right to deny returns that do not meet these criteria or to offer a partial refund at our discretion.

 

4. How to Request a Return or Refund

Follow these steps to initiate a return or refund request:

1. Contact us. Within seven days of receiving your order, email us at [email protected] or call +6018‑3063447. Provide your order number, a description of the issue and clear photographs of the product, packaging and any damage or defect. We encourage you to keep all packaging until we advise you further.
2. Receive return authorisation. Our customer service team will review your request. If your case meets our return criteria, we will issue a Return Authorisation Number (RA#) and provide instructions on how to proceed. You must obtain this RA# before sending anything back; unauthorised returns may not be accepted.
3. Prepare and ship your return. Securely pack the product in its original packaging, including all protective inserts, tags, manuals and freebies, along with a copy of your receipt and the RA#. We strongly recommend using a trackable shipping method and insuring the parcel, as you are responsible for the item until we receive it.
4. Return shipping costs. Unless the product was shipped in error or arrives defective, you are responsible for all return shipping costs. If we determine that the error was on our part, we will reimburse reasonable return postage or provide a prepaid return label. Shipping fees paid on the original order (if any) are non‑refundable.

You may withdraw consent at any time by contacting us, subject to legal or contractual restrictions.

5. Refunds and Replacements

We strive to process returns as quickly as possible. Here is what to expect after we receive your return:

• Receipt confirmation. We will email you when we receive your returned item. This acknowledgement does not guarantee approval of your refund; it merely confirms receipt.
  
• Inspection and approval. Our team will inspect the returned product to ensure it meets our return conditions. If the item is unused, unopened and accompanied by the required documents, we will approve the refund or replacement. If it is not in its original condition, is damaged due to misuse, or arrives without authorisation, we may offer a partial refund or decline the return.
• Refund method and timeline. Approved refunds will be processed back to your original payment method. Please allow up to 7 business days after we receive your return for internal processing, and additional time for your bank or card issuer to post the refund to your account. Depending on your payment provider, this may take an additional 2–10 business days.
  
• Replacements. If the item is defective or damaged and you request a replacement, we will send a replacement product of the same model at no additional cost once your return is approved. If the item is out of stock, we may provide a refund instead.

6. Order Cancellations

Orders can be cancelled only before they are dispatched from our warehouse. If you decide to cancel, contact us immediately at [email protected] or +6018‑3063447 with your order number. Once an order has been packaged or shipped, it cannot be cancelled or modified.

7. Contact Information

For return authorisations, questions or assistance, please contact [email protected] or call +6018‑3063447. Our customer service hours are Monday–Friday, 9 AM–5 PM (GMT +8).

8. Policy Changes

We reserve the right to modify this return and refund policy at any time. Any changes will be posted on our website and will apply to orders placed after the effective date of the change. The effective date listed at the bottom of this document reflects the most recent update.

Effective Date: 16 January 2026