Refund policy

Returns and Refund Policy Sordent

Last updated: 05-11-2026

Sordent V.O.F. supplies exclusively to professional end users in the dental and medical sector. Because we distribute medical devices that fall under the European Regulation MDR (EU) 2017/745, we apply a strict returns policy to safeguard patient safety and product integrity.

1. General Principle: No Right of Withdrawal

In business-to-business (B2B) trade there is no statutory right of withdrawal or cooling-off period. An order that has been placed and confirmed by Sordent is binding. Returns are only accepted in the case of a demonstrable defect or an incorrect delivery by Sordent.

2. Products That Can NEVER Be Returned

Due to MDR regulations and hygiene requirements, the following product groups are excluded from return under all circumstances:

  • Sterile products: Devices whose seal or sterile barrier (blister, seal) has been broken or damaged.

  • Temperature-sensitive products: Materials that must be refrigerated or stored under specific conditions (e.g. certain composites, cements or liquids).

  • Items marked as "Special Order" or "Pre-order" are ordered specially at the customer's request from external suppliers and are not immediately available from stock.

    • Different and usually longer delivery times apply to these items.

    • After the order has been placed, cancellation, modification or return is no longer possible.

    • By ordering a "Special Order" or "Pre-order" item, the customer declares to agree to these terms.

  • Consumables: Products that can no longer be sold as new once opened.

  • Custom-made products: Products that have been ordered or adapted specifically at the request of the Customer.

  • Products with limited shelf life: Devices that expire within 6 months after delivery.

MDR note: Once a medical device leaves our controlled storage, we can no longer guarantee the correct storage conditions. The resale of returned medical devices is therefore limited from a safety perspective.

If, after repeated reminders or unjustified return attempts, a customer still refuses to take delivery of a "Special Order" product, we are obliged to dissolve the order and charge 40% restocking fees. This amount will be withheld from any credit or invoiced separately.

3. Visible Defects and Incorrect Deliveries

Please check your shipment immediately upon receipt.

  • Notification period: Defects, transport damage or incorrectly delivered products must be reported in writing within 48 hours of receipt via quality@sordent.nl.

  • Evidence: In case of damage, always include photos of the packaging and the product, including the batch number or UDI code.

  • Resolution: In the case of a justified claim, Sordent will provide a replacement product or a credit.

4. Procedure for Authorised Returns

If Sordent, by way of exception (goodwill), agrees to a return shipment, the following conditions apply:

  1. Request: You request a return number (RMA) in advance. Shipments without an RMA will be refused.

  2. Condition of the product: The product must be in its original, undamaged and unopened factory packaging. Nothing may be written on the box.

  3. Packaging: The Customer is responsible for suitable outer packaging for transport.

  4. Shipping costs: The costs of the return shipment are borne by the Customer, unless Sordent made an error.

5. Restocking Fees (Administration Costs)

For a return shipment made as a goodwill gesture (e.g. a product ordered incorrectly by the Customer that may nevertheless be returned), Sordent charges a restocking fee of 15% of the net sales value (with a minimum of € 25.00). This covers the costs of the mandatory MDR quality check, re-registration in the system and administrative handling.

If, after repeated reminders or unjustified return attempts, a customer still refuses to take delivery of a "Special Order" product, we are obliged to dissolve the order and charge 40% restocking fees. This amount will be withheld from any credit or invoiced separately.

6. Refunds

If a return shipment has been approved and processed:

  • Term: The credit note will be issued within 14 days after receipt and inspection of the return shipment.

  • Method: Refunds are made via the same payment method as the original transaction.

  • Deduction: Any shipping costs and restocking fees will be deducted from the amount to be credited.

7. Contact

For questions about your delivery or to request a return, you can contact:

Sordent Noorderbeekdwarsstraat 145, 's-Gravenhage - info@sordent.nl - 085 301 91 51