Frequently asked questions

No. Sordent supplies exclusively to business customers and healthcare professionals. Ordering is only possible for companies, practices and institutions active in the healthcare sector.

For some products, additional verification may be required, such as a valid BIG number (Dutch healthcare professional registration number) or your company details.

Yes. Because Sordent supplies business customers only, a registered account is required to place orders.

You can register via the login page: choose ‘Register’ there and enter your company details. We check your details and then activate your account.

Log in with your business account, add the products you want to your cart and complete the order at checkout. Afterwards you will receive a confirmation by email.

Need help with your order? Call or WhatsApp us, we are happy to help.

For large purchases, for example for one or more clinics, we are happy to prepare a tailor-made quote. You can request a quote via the contact form, via WhatsApp or by phone. Our sales team will then get in touch with you.

At checkout you will see the payment methods available for your order, including:

• iDEAL / Wero
• Credit card (Visa, Mastercard, American Express)
• Bancontact
• On account

After registration and validation you can order on account and pay afterwards.

Yes. Payments on our website are processed over a secure connection. We do not store any credit card details ourselves.

Would you like to cancel or change an order? Please contact us as soon as possible. Orders are processed and shipped quickly; once an order has been shipped, it can no longer be changed.

For products marked as Special order, cancelling or changing is not possible.

If we receive your order before 16:00, we usually ship it the same day, provided the products are in stock.

Products marked as Special order are purchased specially for you. Longer delivery times apply to these.

Sordent delivers both within and outside the Netherlands. Enter your address at checkout and the shipping costs will be calculated for you immediately. We ship with PostNL or DPD.

• Netherlands: free from € 100, below that € 6.95
• Belgium: free from € 150, below that € 8.95
• Other countries: you will see the rate at checkout, after entering your address.

The current terms can be found in our shipping policy.

After shipping you will receive a track-and-trace link to follow your order.

Haven’t received tracking, or does the link not work? Please contact us and we will be happy to check this for you.

Items marked “Special order” or “Pre-order” are ordered specially on request from external suppliers and are not immediately available from stock. As a result, longer delivery times usually apply.

After the order has been placed, cancellation, change or return is no longer possible, unless there is a defect or an incorrect delivery.

Returns are possible only after consultation and approval. Not all products are eligible for return. Please contact us first before sending anything back.

Products that cannot be returned include:

• opened or used products
• products whose seal has been broken
• products that cannot be resold for reasons of safety or hygiene
• specially ordered or customer-specific products

This applies in particular to products used in a healthcare or treatment environment.

If a return is approved, the following conditions apply:

• the product is unused and undamaged
• the original packaging is intact
• the return shipment takes place within the agreed period
• the product is suitable for resale

Any costs for return shipping or loss of value may be charged. All conditions can be found in our returns and refunds policy.

Report this as soon as possible after receipt via support@sordent.nl. Please state your order number, the item description, the batch or lot number and, if it is on the product, the UDI. Preferably attach photos.

Please keep the product and the packaging until we have processed your report. The notification period is stated in our returns and refunds policy.

We apply a strict quality policy in accordance with the Medical Device Regulation (MDR). Read more on our MDR page.

Do you have a problem with a delivered product or a complaint about your order? Please contact our customer service.

We record reports carefully and, where necessary, consult with the supplier or manufacturer to arrive at a suitable solution.

The most up-to-date and binding product information can be found on:

• the product label
• the packaging
• the manufacturer’s instructions for use

If you have questions about product specifications, you can contact our customer service.

Yes. If you need the instructions for use or the EU declaration of conformity for a product, email quality@sordent.nl and state the name or item number of the product. If necessary, we will request the documents from the manufacturer.

You can read how Sordent, as a distributor, deals with the MDR on our MDR page.

No. Sordent provides no medical or treatment advice. Product information on the website is intended as general and factual information.

For use, the manufacturer’s instructions and documentation must always be followed.