This Return & Refund Policy applies to purchases made through the Sino Ortho online shop. Distributor orders, bulk purchases, OEM/ODM projects, and customized orders may be subject to separate terms stated in the applicable quotation, order confirmation, or contract.

Please contact Sino Ortho before returning any product. Returns sent without prior approval may not be accepted.

To request after-sales assistance, please contact sales@sinoortho.com or WhatsApp at +86 137 5823 5369 and provide:

The seven-day period begins on the date the shipment is shown as delivered by the carrier.
If a verified product-quality issue is reported within seven calendar days of delivery, Sino Ortho may arrange a return and refund or provide a replacement, depending on the circumstances.
This period also applies to products damaged during transportation and orders containing incorrect or missing items.
For an approved claim, Sino Ortho will cover reasonable return shipping, replacement shipping, and other necessary related costs confirmed by Sino Ortho in advance.

If a verified product-quality issue is reported more than seven calendar days after delivery but within the applicable warranty period, Sino Ortho will arrange a replacement or another appropriate solution.
Sino Ortho will cover reasonable shipping and other necessary related costs confirmed in advance for an approved warranty claim. Refunds are generally not available after the initial seven-day period unless otherwise agreed or required by applicable law.

All warranty periods begin on the date the shipment is shown as delivered by the carrier.
Unless otherwise stated in the applicable product information or order documents, the standard warranty periods are:

a. Orthodontic ligature ties: 12 months

b. Orthodontic adhesives: 12 months
c. Orthodontic brackets: 24 months
d. Orthodontic pliers: 24 months
e. Orthodontic attachments: 24 months

Warranty coverage may vary for other products or special orders. Please confirm the applicable warranty period with your sales representative when placing the order.

A non-quality-related return or exchange request must be submitted within seven calendar days of delivery and is subject to prior approval.
To be eligible, the product must be unused, unopened, undamaged, and returned in its original packaging. All labels, batch information, accessories, and accompanying documents must remain complete and intact.
The customer is responsible for return shipping, replacement shipping, customs duties, taxes, handling charges, and any other costs associated with a non-quality-related return or exchange. Original shipping charges are not refundable.
Customized products, OEM/ODM products, private-label products, customized packaging, products manufactured to customer specifications, and opened or used products cannot normally be returned for non-quality-related reasons.

The warranty does not cover problems caused by:

a. Improper use, handling, storage, cleaning, disinfection, or sterilization
b. Failure to follow the product label or instructions for use
c. Normal wear and tear
d. Accidental damage
e. Unauthorized modification or repair
f. Use after the stated expiration date
g. Incorrect products or specifications ordered by the customer
h. Damage occurring after delivery that is unrelated to a manufacturing or material defect

Approved refunds will be processed after the returned product has been received and inspected.
Refunds will be issued through the original payment method where possible. The time required for the funds to appear in the customer’s account may vary depending on the bank or payment provider.
For approved non-quality-related returns, shipping charges and other costs paid by the customer are not refundable.

This policy does not limit any mandatory rights available to customers under applicable consumer-protection laws.

Effective date: 2026.01.01