Refund policy
RETURN AND REFUND POLICY
Last updated: September 29, 2026
This Return and Refund Policy applies to purchases made through Theodent Europe at shoptheodent.eu, operated by PROFFSHOP, trgovina d.o.o.
- RIGHT OF WITHDRAWAL
If you are a consumer located in the European Union or European Economic Area, you generally have the right to withdraw from your online purchase within 14 days without giving any reason.
The withdrawal period expires 14 days after the day on which you, or a third party designated by you other than the carrier, receives the goods.
To exercise your right of withdrawal, you must inform us of your decision before the withdrawal period expires.
You may contact us at:
PROFFSHOP, trgovina d.o.o.
Cesta na Klanec 8B
4000 Kranj
Slovenia
You may use the withdrawal function available through our online store where applicable, or send us a clear statement by email stating that you wish to withdraw from the purchase.
- RETURNING PRODUCTS
After notifying us of your withdrawal, you must return the products without undue delay and no later than 14 days from the date on which you informed us of your decision to withdraw.
Please contact us at theodent@proffshop.eu before sending a return. We will provide you with the appropriate return instructions.
Products should be returned properly packaged and, where reasonably possible, in their original packaging.
- RETURN SHIPPING COSTS
If you exercise your statutory right of withdrawal because you have changed your mind, the direct cost of returning the goods is your responsibility.
If a product is defective, damaged, incorrect or otherwise not in conformity with the order, please contact us before returning it. Where required by applicable consumer law, the reasonable cost of returning such goods will be borne by us.
- CONDITION OF RETURNED PRODUCTS
You may inspect the product only to the extent necessary to establish its nature, characteristics and functioning, in the same way as you would reasonably be able to do in a physical store.
You may be responsible for any diminished value of the goods resulting from handling beyond what is necessary for such inspection.
- HEALTH AND HYGIENE EXCEPTION
The right of withdrawal may not apply to sealed goods that are not suitable for return for health protection or hygiene reasons if the seal has been removed after delivery.
Where this legal exception applies, opened or unsealed oral-care products may therefore not be eligible for return solely because the customer has changed their mind.
This does not affect your rights if a product is defective, damaged, incorrect or otherwise not in conformity with the contract.
- REFUNDS
If you validly withdraw from the purchase, we will reimburse the payments received from you, including the cost of our standard delivery option.
If you selected a more expensive delivery method than our standard delivery option, the additional delivery cost is not refundable.
Refunds will be made without undue delay and, where applicable, no later than 14 days after we are informed of your decision to withdraw.
We may withhold reimbursement until we have received the returned goods or until you provide evidence that you have sent the goods back, whichever occurs first.
Refunds will normally be issued using the same payment method used for the original transaction unless otherwise agreed.
- DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
Please inspect your order after delivery.
If the product you receive is damaged, defective, incorrect or otherwise not in conformity with your order, contact us as soon as reasonably possible at:
Please include your order number and, where useful, photographs showing the issue.
We will review the matter and provide an appropriate remedy in accordance with applicable consumer law.
Your statutory rights relating to defective or non-conforming goods are not limited by this Return and Refund Policy.
- ORDER CANCELLATION
If your order has not yet been fulfilled or dispatched, you may request cancellation through the options available in your account or by contacting us at theodent@proffshop.eu.
Once an order has been fulfilled or dispatched, the applicable withdrawal and return procedure must be followed.
- EXCHANGES
If you wish to exchange a product, please contact us at theodent@proffshop.eu.
Depending on the circumstances, the simplest procedure may be to return the eligible product and place a new order.
- BUSINESS CUSTOMERS
The statutory consumer right of withdrawal described above applies to consumers.
Purchases made by companies, dental practices, distributors, retailers or other professional customers may be subject to separate contractual or B2B terms.
- CONTACT
For questions regarding returns, refunds, cancellations or your right of withdrawal, please contact:
Theodent Europe
Operated by:
PROFFSHOP, trgovina d.o.o.
Cesta na Klanec 8B
4000 Kranj
Slovenia
Email: theodent@proffshop.eu
Telephone: +386 40 726 764
VAT ID: SI14515458
Registration number: 9092935000