Refund policy

All DACOS Omni products are precision-engineered and undergo strict quality control prior to shipment.
Because these are technical devices used in clinical and laboratory workflows, we manage returns with specific rules.

10.1 Eligibility for Return

A return request may be approved if:

  • The product arrived damaged or defective;

  • The incorrect item was shipped; or

  • There is another validated issue directly attributable to Metadac FZE or the carrier.

In all cases:

  • The issue must be reported to info@metadac.io within 7 days of delivery.

  • Photographic evidence and order details are required.

  • Products that have been used, assembled with magnets, adhesives, or other materials, or altered in any way cannot be returned.

10.2 Return Process

Once a return is authorized:

  • You will receive a carrier return label by email (where available), or return instructions.

  • Returns must be shipped using the provided method within 5 business days of approval.

  • Unless the return is due to a verified defect or shipping error, return shipping costs and any associated fees will be deducted from the refund amount.

If you prefer, Metadac FZE may ship a replacement item instead of issuing a refund, at our discretion.

10.3 Non-Returnable Items

The following items are generally non-returnable:

  • Customized or logo-personalized DACOS components;

  • Items damaged by improper handling, storage, or installation;

  • Items exposed to resins, adhesives, or extreme conditions contrary to our usage guidelines.

10.4 Refunds

  • Refunds (when applicable) are processed after the returned item has been received and inspected.

  • Approved refunds will be issued to the original payment method within 14 business days, less applicable fees or shipping deductions.

  • Any customs, duties, or local taxes paid in the destination country are not refundable by Metadac FZE. Customers must consult their local authorities regarding any possible recovery.

10.5 International Returns

For international customers:

  • Return shipping costs are typically comparable to the original carrier rate.

  • You are responsible for proper packaging and labeling to avoid damage or additional customs charges on re-entry.

  • We may decline returns where local regulations prevent the import of used dental components.