At Gartside Street Dental Lounge, we are committed to ensuring customer satisfaction with our dental products and services. This Refund Policy outlines the terms and conditions for requesting a refund in compliance with UK consumer law, specifically adhering to a 21-working-day period for processing refunds (once approved).
Eligibility for Refunds
You may be eligible for a refund under the following circumstances:
Faulty or Defective Products: If the product received is faulty, damaged, or not as described, you are entitled to a refund, repair, or replacement under the Consumer Rights Act 2015.
Services Not as Described: If our dental services (e.g., consultations, treatments, or fittings) do not meet the agreed standards or are not carried out with reasonable care and skill.
Change of Mind: For products purchased online, via phone, or away from our premises (distance selling), you have the right to cancel and return the product within 14 days of receipt under the Consumer Contracts Regulations 2013. However, this does not apply to custom-made dental products (e.g., mouthguards, aligners, or dentures) unless faulty.
Unsatisfactory Service: If you are dissatisfied with the service provided and can demonstrate that it does not meet the standards outlined in our service agreement.
Refund Request Process
To request a refund, please follow these steps:
1. Contact Us
Notify Gartside Street Dental Lounge within 14 days of receiving the product or service. You can reach us via:
Email: enquiries@gartsidestreet.com
Phone: 0161 883 3374 (Monday to Friday, 9:00 AM – 6:00 PM)
2. Provide Details
Include your order number or appointment reference, a description of the issue, and any supporting evidence.
3. Return the Product
If applicable, return the product in its original condition and packaging. We will provide a return address and, where eligible, cover reasonable postage costs for faulty items. Non-faulty returns are at your expense unless otherwise agreed.
4. Processing Time
We will review your refund request within 72 working hours, and we will process approved refunds within 21 working days from the date of approval. Working days exclude weekends and UK public holidays.
Non-Refundable Items
The following are not eligible for refunds unless faulty:
Custom-made dental products (e.g., bespoke aligners, crowns, or dentures) due to their personalised nature, as per the Consumer Contracts Regulations 2013.
Products that have been used or damaged due to misuse or negligence.
Services already completed to your satisfaction, where no fault is identified.
Refund Method
Refunds will be issued to the original payment method used for the purchase.
If the original payment method is unavailable, we may issue a refund via bank transfer or another agreed method.
Refunds will include the full cost of the product or service, including any standard delivery charges paid (where applicable). Non-standard delivery charges (e.g., express delivery) are non-refundable.
Faulty or Defective Products
If a product is faulty or defective, we will offer a repair, replacement, or refund in accordance with the Consumer Rights Act 2015.
You must notify us within 14 days of receipt for a full refund or replacement. After 14 days, we may offer a repair or partial refund, depending on the product's condition and usage.
Your Legal Rights
This refund policy does not affect your statutory rights under UK law, including:
The Consumer Rights Act 2015, which ensures goods are of satisfactory quality, fit for purpose, and as described.
The Consumer Contracts Regulations 2013, which provide a 14-day cooling-off period for distance purchases (excluding custom-made items).
Contact Us
If you have any questions about our Refund Policy or wish to discuss a refund, please contact us:
