Refund policy

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At BB Dental Supply, we supply implants, restoratives, surgical instruments, prosthetics and everyday materials to dental professionals across the United States. Because many of these are regulated, sterile, and single-use medical products, returns work a little differently than at a typical online store. This policy explains exactly when and how you can return an item, and how refunds are handled.

Quick summary

  • You have 15 days from the delivery date to request a return.
  • A 15% restocking fee applies to accepted returns of non-defective products.
  • Sterile and single-use items (implants, surgical kits, drills, biomaterials, etc.) can only be returned if they are unopened and in their original factory-sealed packaging.
  • Defective, damaged, or incorrectly shipped items are replaced or refunded in full at no cost to you.

Return window

To be eligible for a return, you must contact us within 15 calendar days of the delivery date to request a Return Merchandise Authorization (RMA). Requests made after 15 days cannot be accepted, except where a manufacturer warranty or applicable law provides otherwise.

Condition requirements

To protect patient safety and product traceability, returned items must meet the following conditions:

  • Items must be in new, unused condition, with all original packaging, labels, lot/batch numbers, and documentation intact.
  • Sterile or single-use products — including dental implants, abutments, surgical kits, drills, membranes, bone grafts, and other biomaterials — are only returnable if the original factory seal is unbroken and intact. Once a sterile barrier is opened, the item cannot be returned for safety and regulatory reasons.
  • Products must not have passed their expiration or “use-by” date.

Restocking fee

A 15% restocking fee is applied to the value of accepted returns of non-defective products. This covers inspection, repackaging, and inventory handling. The restocking fee is waived for items that are defective, damaged in transit, or shipped in error.

Defective, damaged, or incorrect items

We inspect every order before dispatch, but if something arrives defective, damaged, or different from what you ordered, we will make it right. Please contact us within 48 hours of delivery with your order number and photos of the product and packaging. For verified issues, we will arrange a free replacement or a full refund — including any return shipping — with no restocking fee.

Non-returnable items

The following are not eligible for return:

  • Opened or unsealed sterile / single-use products.
  • Items past their expiration date.
  • Special-order, custom, or clearance products (clearly marked as final sale at checkout).
  • Free promotional items received as part of a bundle or “buy X, get a free Y” offer. If the qualifying products are returned, the value of any free item must be returned with them or deducted from the refund.

How to start a return

  1. Email us at info@bbdentalsupply.com within 15 days of delivery, with your order number and the reason for the return.
  2. We will review your request and, if eligible, issue an RMA number and return instructions.
  3. Pack the item securely in its original packaging and clearly mark the RMA number on the outside.
  4. Ship the item back to the address we provide. Please use a trackable method — we are not responsible for returns lost in transit.

Returns sent without a valid RMA number may be refused or delayed.

Return shipping costs

For returns due to a defect, damage, or our error, we cover return shipping. For all other returns (e.g. change of mind or ordering the wrong size), the customer is responsible for return shipping costs, and original shipping charges are non-refundable.

Refunds

Once we receive and inspect your return, we will notify you of the outcome. Approved refunds (less the 15% restocking fee where applicable) are issued to your original payment method, typically within 5–10 business days of approval. Depending on your bank or card issuer, it may take additional time for the funds to appear.

Exchanges

The fastest way to get a different size or item is to return the eligible product for a refund and place a new order. If you need help matching the correct implant size, connection, or compatible components, contact us and we will gladly assist before you order.

Order cancellations

Because we dispatch quickly (often same-day for orders placed before 2:00 PM EST), please request any cancellation as soon as possible. If your order has not yet shipped, we will cancel it and issue a full refund. Once an order has shipped, our standard return policy applies.

Manufacturer warranties

Many products we distribute, including GDT implant systems, carry manufacturer warranties that may extend beyond this return window. Where a manufacturer warranty applies, we will help coordinate any claim with the manufacturer.

Contact us

Questions about a return or refund? Reach BB Dental Supply at info@bbdentalsupply.com. We are here Monday–Friday and respond quickly.