This policy explains our delivery timescales and your rights to cancel or return orders placed with 3D Tooth Lab (“DesignMyArch”). It should be read together with our Terms of Sale.
1. Delivery
- Design work: standard turnaround is [14] working days from the point we have received everything we need to begin. Digital files are delivered electronically; any physical items are dispatched once complete.
- Printers and hardware: typically dispatched within [X working days] and delivered within [X working days] by our courier.
- Resins and consumables: typically dispatched within [X working days].
- Delivery timescales are estimates and not guaranteed. We will let you know if we become aware of a significant delay.
2. Your right to cancel – Consumers
If you are a consumer buying at a distance, you normally have the right to cancel within 14 days of receiving goods (or of entering into a services contract) under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
2.1 Important exceptions
The 14-day cancellation right does not apply to:
- goods or services that are made to your specification or clearly personalised – this includes surgical guides, try-ins and other custom-designed items produced for a specific patient or case;
- digital design work that you have expressly asked us to begin before the end of the cancellation period, where you have acknowledged that you lose the right to cancel once work has started;
- sealed goods that are not suitable for return for health-protection or hygiene reasons if they have been unsealed after delivery.
2.2 How to cancel
Where the right applies, you can cancel by contacting us at [email protected] with your order details within the cancellation period. We will refund you within 14 days of receiving the returned goods (or evidence of return). You are responsible for the cost of returning goods unless they are faulty. We may reduce the refund to reflect any handling beyond what is necessary to inspect the goods.
3. Returns – Business Customers
Business Customers do not have a statutory right of cancellation. Returns of standard, unused and unopened stock items (such as printers or sealed resin) may be accepted at our discretion within [X days] of delivery, subject to the item being in resaleable condition. A restocking fee of [X%] may apply. Custom-made items are not returnable.
4. Faulty or damaged items
Please inspect deliveries on arrival. If an item arrives faulty or damaged, contact us at [email protected] within [X days] with photographs where possible. Faulty goods are covered by your legal rights and, for hardware, by the manufacturer warranty stated on the product page. We will arrange repair, replacement or refund as appropriate.
5. Contact
3D Tooth Lab, 18 Tesla Court, Unit 8, PE2 6FL, Peterborough. Email: [email protected].