Returns

How do I return items?

Please return any products to: The Dental Returns Department, Cookson Precious Metals, 59 - 83 Vittoria Street, Birmingham, B1 3NZ.

Include a covering letter stating your account / invoice number, the reason why you are returning i.e. un-required and what action you need i.e. credit and we can organise that for you.

If you are returning an item and you request for another product, then please be aware that a credit will be raised on the returned product. A new order will then be raised for the new product. If you pay for your orders using a credit or debit card, then we will contact you for payment.

Returned goods will be credited if returned in their original condition, and with the original (or copy) invoice and/ or a covering letter.

Goods accepted for return will be credited at the price on the date of invoice.

Goods returned for credit that were correctly supplied, will be subject to a handling charge.

Goods that are cut to your requirements i.e. sheet, wire, chain, etc, will be subject to a handling charge.

Sorry, but we are unable to cover the cost of return postage except where items are faulty or have been sent in error.

Will I have to pay postage on returned items ?

We will not cover the postage on any items which are being returned as they are not required.

If you are returning an item that is faulty or which has been sent in error, we will cover the postage cost. Include the return postage cost in a covering letter and upon receipt of the returned faulty/ incorrect goods we will credit the return postage cost.

My item has been received faulty or incorrectly sent, what do I do ?

If the items has been sent incorrectly, please can you contact our customer service team on either 0800 289 881. We will then endeavour for the correct item to be despatched the same day you notify us. We will then advise whether you are required to return the incorrect item to us.

For items that have been received faulty/ developed a fault, please can you contact our customer service team on either 0800 289 881. We will then advise the next steps you need to take.

What happens after I have returned my items ? How quick does the refund take ?

If you request for a refund, this will be normally be processed within 2 working weeks.

If you request for an exchange, as the item was received faulty then this is normally processed within 2 working weeks.

If you request a new order, then we will process the original goods as a refund and raise a new order for the items requested. We will then call you for payment. Again this will normally be processed within 2 working weeks.