Refund policy

1. Return & Replacement Eligibility

If you are not completely satisfied with your product, PaiRay Dental offers a 60-day return and exchange period for new products. This period is calculated from the date the order is signed for. If 60 days have gone by since your receipt of the goods, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return or exchange, your item must meet all of the following:

- The product must be unused and in its original condition.

- All accessories, warranty cards, manuals, and parts must be included.

- The original product packaging must be undamaged.

- The correct product (consistent with what was delivered) must be returned.

2. Reporting Issues After Delivery

Please report the following issues within 48 hours of receiving your order:

- Product received in damaged or broken condition

- Product missing from the package (partially or completely)

- Missing components, accessories, or parts inside the box

- Wrong product delivered instead of what you ordered

- Product received with a broken seal or opened packaging

When reporting, please have the following ready:

Your Order ID

Clear photographs or a short video explaining the issue

A photo of the outer packaging with the shipping label (especially if the product was damaged)

3. Non-Returnable Products

The following items are non-returnable:

- Special order items ( as & not limited to Replacement parts)

- Personalized and orimprinted items

- Expired products

Even if a product is non-returnable, if it arrives defective, damaged, expired, or incorrect — please contact us within 48 hours of delivery. We will evaluate each such case individually and arrange a return or replacement wherever applicable.

4. How to Raise a Return Request

We allow you to apply for return or refund, exchange within 60 days after the date of delivery. Please follow these steps for the return/replacement:

Step 1: If you are not satisfied with the product after receiving your package, please email service@pairaydental.com or call +86 18736055759/ +1 9097874580 to contact our customer service team and inform them of the item you wish to return, the reason for the return, and upload some photos or a short video showing the issue.

Step 2: Our customer service will process your return or exchange request within 1-2 business days (an additional 3-5 business days are required during holidays). Once your request is approved, our customer service will notify you of the rdetailed return address in FULLERTON, CA, USA, via email or phone.

Step 3: Please send the items (The returned product must meet the requirements outlined in Section 1.) to the address we provide within 3 days after receiving our authorization email; otherwise, your package will be rejected, which will affect your refund. After returning the item(s), please notify us of the tracking number via email at service@pairaydental.com. We strongly recommend that you use a trackable shipping method to send your return package to ensure that we can receive it. We are not responsible for lost return packages. Thank you for your understanding!

Step 4:  Once our warehouse receives the returned item and confirms it is correct, we will process your refund or send a replacement product.

Please note: If your returned item has been used, damaged, is missing components, we will not be able to process an immediate refund. We will notify you of the reason within 2 business days. We are not responsible for incorrect items returned due to customer error. Customers must ensure that the returned product is correct.

5. About Return Shipping Fee

If the return is due to a shipping error, incorrect item sent, damage during transit/courier delivery, or a clear warranty claim, we will bear all shipping costs. （Once your return request is approved, we will arrange for a return label. If a return label cannot be provided due to reasons such as the product being overweight or the postal code being outside the service range, the customer will need to ship the item on their own. After the customer submits a valid shipping receipt, we will reimburse the shipping fee.）

Except for the above cases, the customer is responsible for the return shipping fee.

6. Refund

We'll refund within 1-3 working days to the same credit card used for the original purchase.

Standard Shipping Fee, UPS Next Day Air® and UPS 2nd Day Air® for the original delivery are non-refundable.

If you paid by Paypal balance, you can receive money with 24 hours.

If you paid by credit card, you can receive money in 7- 15 working days, no more than 30 working days. It mainly depends on the policy of your credit card company.

If you haven’t received a refund yet, firstly please check your bank account again. Then contact with your credit card company and bank, it may take some time before your refund is officially posted.

If you’ve done all above but still have not received your refund yet, please contact us at service@pairaydental.com or +86 18736055759/ +1 9097874580.

7. Exchange Policy

If you request a exchange, after receiving and inspecting the returned items, we'll arrange the exchange within 3 working days. And inform you of the details via email.

8. Modification/Cancellation

Your orders will be shipped out soon (1-2 days order processing time) after your payment.

If you want to modify/cancel your order, please contact customer service team within 24 hours after placing the order.

If more than 24 hours have passed, the logistics carrier will have shipped your order, and we will not be able to modify order information, intercept the order, or cancel it. You may refuse delivery when the package arrives, or contact our customer service after receiving the package. We will guide you through the return process, and we will issue a refund within 1-3 business days after receiving the returned package.

9. Technical Assistance

Before we process a return for product-related issues, our customer service or technical team may contact you via online troubleshooting by email to help resolve the issue — this can often save you time.

10. Warranty Claims

 Most products come with a warranty. Equipment products have a warranty period of 1-2 years, while other products have a warranty period ranging from 6 months to 1 year, you can contact customer service team if you need to know the warranty of certain product.

Physical damage, misuse, or tampering is not covered under any warranty.

Still Need Help?

Company Name: PaiRay Dental Limited

Email: service@pairaydental.com

Tell/WhatsApp: +86 18736055759 (China)   +1 9097874580

Monday – Friday 9:00 a.m. to 6:00 p.m. PT

Address: 19H MAXGRAND PLAZA NO 3 TAIYAU ST, SAN PO KONG, KLN, HONG KONG