1. Our commitment
DACOS Omni components are precision parts, checked before dispatch. When something is wrong, our first move is to make it right — usually by replacing the affected part, quickly, at our cost.
That is deliberate. Most issues reported to us turn out to be a workflow variable rather than a faulty part, and the fastest route back to a working setup is a diagnosis, not a refund. Where a part genuinely is defective, we replace or refund it without argument.
Three routes are available, depending on what happened:
Situation | Go to |
|---|---|
Arrived damaged, defective or the wrong item | Section 2 |
Not achieving the repeatability you expect | Section 3 |
Changed your mind (consumers) | Section 4 |
Write to info@dacos.dental in every case. We reply within 1 business day.
2. Damaged, defective or wrong item
Available to all buyers where, on delivery, the product arrived physically damaged in transit, was the wrong SKU shipped in error by us, or was defective in materials or workmanship before use.
What we need:
a message to info@dacos.dental within 7 calendar days of delivery;
your order number and clear photographs of the issue and of the outer packaging as received;
the product left as received — do not install magnets, apply adhesives or otherwise prepare it for use until the return is authorised;
once authorised, return within 5 business days using the method we specify.
What happens: repair, replacement or refund at our option, with return shipping paid by us where the return is attributable to us. Replacements normally ship within 2 business days of authorisation.
Products already used, assembled with magnets or adhesives, exposed to resin or chemicals, or modified are not eligible under this Section — but may still be covered by the legal guarantee of conformity where the defect is inherent to the product.
Consumers: the 7-day window above is our fast track, not a limit on your rights — your statutory guarantee under Section 8 of the Terms of Sale runs for two years. Professional Buyers: see Section 8.2 of the Terms for latent defects.
3. TrueZero™ Verification Programme
3.1 What it is. Where you believe the DACOS Omni system is not delivering the incisal pin-return repeatability described in our documentation, we run a structured technical verification with you. Its purpose is diagnostic: to identify which link in the workflow is producing the deviation.
This is a support and diagnostic service. It is not a numerical performance warranty and does not create an accuracy guarantee beyond the legal guarantee of conformity in Section 8 of the Terms of Sale, which is unaffected.
3.2 Opening a case. Write to info@dacos.dental with your order number, a description of the deviation and, where possible, video of the calibration and remount procedure. There is no fee.
3.3 Process.
Our technical team reviews your submission within 5 business days.
We schedule a remote session, typically 30 minutes.
We review together: printer settings and calibration state, resin type and batch, post-curing protocol, articulator condition, environmental conditions and the calibration sequence followed.
We give you a written diagnosis and a remediation path.
Where the diagnosis identifies a fault attributable to the DACOS product, we replace the affected components at no cost, or refund the kit price, at your election.
Where the cause is upstream in the workflow — printer out of specification, articulator drift, resin behaviour, post-curing, procedure not followed — we provide remediation guidance and you may re-submit after re-testing.
3.4 Recording. With your consent the session is recorded so both parties have a record of the diagnosis. You may decline; the session proceeds either way. Recordings are handled as described in the Privacy Policy and deleted after 24 months.
3.5 Cooperation. We can only diagnose what we can see. Where the required evidence is not provided or the session does not take place, we cannot complete the diagnosis — this does not affect your rights under Sections 2 and 4 of this policy or Section 8 of the Terms of Sale.
3.6 Goodwill. Where a case remains unresolved after verification and we consider it appropriate, we may offer a replacement, partial credit or refund as a discretionary goodwill measure. This is not an admission of defect and creates no entitlement in other cases.
4. Changed your mind — 14-day right of withdrawal (Consumers)
4.1 If you ordered as a Consumer (Section 2 of the Terms of Sale) you may withdraw from the contract within 14 calendar days, without giving a reason. The period runs from the day you — or a third party you designate, other than the carrier — take physical possession of the goods; for multi-parcel orders, from possession of the last item.
4.2 How. Send an unambiguous statement to info@dacos.dental before the 14 days expire. You may use the model form at the end of this policy but are not required to. We acknowledge every withdrawal notice in writing.
4.3 Returning the goods. Return them without undue delay and within 14 days of notifying us. You bear the direct cost of return shipping. Returns must use a trackable method.
4.4 Refund. We refund all payments received, including the standard outbound delivery cost, within 14 days of receiving your withdrawal notice. Where you chose a delivery method more expensive than our standard option, we refund the standard cost. We may withhold the refund until we receive the goods back or you provide proof of dispatch, whichever is earlier. Refunds use your original payment method.
4.5 Condition of the goods. You may handle and inspect the goods as you would in a shop. You are liable for any diminished value resulting from handling beyond that, which we deduct from the refund.
Because DACOS Omni components are precision parts that cannot be resold once assembled or chemically exposed, we assess diminished value as follows:
Condition on return | Typical deduction |
|---|---|
Unopened, seals intact, complete | none |
Opened and inspected, not assembled, no magnets or adhesive applied, complete with original packaging | none to 15% |
Magnets installed, adhesive applied, exposed to resin or chemicals, or modified in any way | up to 100% — the component has no residual resale value |
Components or original packaging missing | value of the missing items |
Each return is assessed individually on its actual condition. We photograph every return on receipt and send you the assessment in writing, with the reason, before the refund is issued. Where the deduction is total, we return the item to you at your cost or dispose of it, as you prefer.
4.6 Exceptions. The right does not apply to customised, branded or logo-personalised components made to your specification, or to digital content where supply began with your express prior consent and acknowledged loss of the withdrawal right.
4.7 This right is additional to the two-year legal guarantee of conformity and to Section 2 above.
5. What cannot be returned
customised, branded or logo-personalised components;
items damaged by improper handling, storage, installation or use outside published parameters;
items exposed to resins, adhesives, sterilisation chemicals or conditions outside our usage guidelines;
components consumed in use (magnets, adhesives, printed calibrators).
This does not limit the legal guarantee of conformity where the defect is inherent to the product.
6. Refunds — how and when
Currency and method: original checkout currency, original payment method.
Timing: Consumer withdrawals within 14 days per Section 4.4; all other approved refunds within 14 days of (i) receipt and inspection of returned goods or (ii) our written confirmation of the claim.
Deductions: return shipping (unless the return is attributable to us) and any restocking fee, which is disclosed in writing at return authorisation and never applied retroactively. No restocking fee applies to Consumer withdrawals or to returns attributable to us.
Import charges: customs duties, import VAT and local taxes paid in the destination country are not refundable by us. Recovery, where available, is through the destination country's authorities.
We may offer a replacement in place of a refund; where you order as a Consumer this is offered as an alternative, not imposed.
7. Authorised resellers and transferred goods
Rights under this policy belong to the buyer of record.
Goods purchased from an authorised DACOS reseller under a current agreement with MetaDac FZE: the end customer's returns and warranty claims are handled by the reseller under that agreement and honoured by us through the reseller. Consumers who purchased from a reseller retain all statutory rights against that reseller.
Goods resold, gifted or transferred outside an authorised reseller agreement: rights under Sections 2 and 3 are not transferable and do not pass to the new holder.
8. International returns
Return shipping cost is typically comparable to the original carrier rate. You are responsible for correct packaging and export documentation. Returns must use a trackable courier. We may decline a return where local regulations prohibit re-import of used dental laboratory components; in that case we agree an alternative resolution with you.
The return address is issued with the return authorisation. Do not ship a return before receiving authorisation — unauthorised returns may be refused by the receiving hub.
9. Fair use
We may decline a refund or replacement where a claim is fraudulent, abusive or made in bad faith, or where the same buyer has had repeated claims closed after verification showed a cause outside the product. Any such decision is made on the facts, communicated in writing with reasons, and does not affect statutory rights.
We will never make a refund, replacement or support conditional on what you say publicly about DACOS or MetaDac FZE.
10. Force majeure and governing law
We are not liable for delay or failure caused by events beyond our reasonable control, including war, civil unrest, government or regulatory action, embargo, pandemic, natural disaster, internet or banking disruption, customs delay or supplier failure. Statutory rights that cannot be excluded are unaffected.
This policy is governed by Section 16 of the Terms of Sale, including the mandatory carve-out for Consumers.
Model withdrawal form (Consumers)
Complete and return only if you wish to withdraw from the contract.
To: MetaDac FZE — DACOS, info@dacos.dental
I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:
Ordered on / received on: ______________________
Order number: ______________________
Name: ______________________
Address: ______________________
Signature (only if sent on paper): ______________________
Date: ______________________
MetaDac FZE — DACOS · info@dacos.dental · dacos.dental
Questions about this document?
Orders, shipping and returns: info@dacos.dental · Privacy and data: privacy@metadac.io