Refund policy

Last updated: 5 May 2026

This Returns and Refund Policy applies to products purchased directly from Dental Sutures. Dental Sutures is a trading name of Astflick Group Ltd and supplies products on a business-to-business basis.

1. Business customers

Our website and products are intended for healthcare professionals, dental practices, laboratories, educational institutions and other business customers. Consumer cancellation rights do not normally apply to business purchases. Nothing in this policy limits any rights or remedies that cannot lawfully be excluded.

2. Check your delivery

Please inspect your order promptly after delivery. If any item is missing, incorrect, visibly damaged or appears defective, contact us within five working days of delivery where reasonably possible.

When contacting us, please provide:

  • Your order or invoice number
  • The product name, quantity and batch or lot number, where applicable
  • A clear description of the issue
  • Photographs of the product, packaging and delivery label where relevant

For a defect that could not reasonably have been identified during an initial inspection, please contact us as soon as the defect becomes apparent.

3. Faulty, damaged or incorrect goods

If we confirm that goods were faulty, damaged before delivery, incorrectly supplied or not as described, we may offer an appropriate remedy. Depending on the circumstances, this may be a replacement, repair, credit note or refund.

Please retain the goods and all original packaging until we have reviewed the issue. Do not dispose of or return an item unless we have instructed you to do so.

4. Change-of-mind returns

Business customers do not have an automatic right to return goods because they are no longer required, were ordered in error or because they have changed their mind.

We may agree to a change-of-mind return at our discretion if:

  • You contact us within 14 calendar days of delivery
  • The goods are unused, unopened and in their original saleable packaging
  • All seals, labels and protective packaging remain intact
  • The goods have been stored and handled in accordance with their instructions
  • We issue written return authorisation before the goods are sent back

Where a discretionary return is accepted, the customer is responsible for return carriage and suitable transit insurance. We may deduct the original delivery charge, return costs incurred by us and a reasonable restocking charge from any credit or refund.

5. Products that cannot normally be returned

Unless faulty, damaged or incorrectly supplied, we do not normally accept returns of:

  • Sterile goods or products with a broken, damaged or removed seal
  • Opened, used, contaminated or partly used products
  • Products that cannot be resold for hygiene, health or safety reasons
  • Custom-made, personalised or specially sourced products
  • Clearance, end-of-line or short-dated products identified as such before purchase
  • Goods damaged through misuse, incorrect storage, improper handling or normal wear and tear

6. Return authorisation

All returns require our written authorisation. Please do not send goods back without first contacting us. Unauthorised returns may be refused or returned to the sender.

If a return is approved, we will provide the return instructions and the address to use. Goods remain the customer’s responsibility until received by us. We recommend using a tracked and appropriately insured delivery service.

7. Inspection and refunds

Returned goods will be inspected after receipt. If a refund or credit is approved, it will normally be processed within 14 days after inspection using the original payment method or by crediting the relevant business account.

We may reduce or refuse a discretionary refund if the goods are incomplete, damaged, used, improperly stored or no longer in saleable condition. Refund processing times may vary depending on the bank or payment provider.

8. Delivery charges

If goods are confirmed as faulty, damaged before delivery or incorrectly supplied, we will reimburse reasonable return delivery costs where we have authorised the return method in advance.

Original and return delivery charges are not normally refundable for change-of-mind or ordering-error returns.

9. Product safety concerns

If you believe a product may be unsafe, contaminated or involved in an adverse incident, stop using it immediately, isolate it where appropriate and contact us without delay. Do not return a potentially contaminated product until we provide instructions.

10. Orders placed elsewhere

This policy applies only to purchases made directly from Dental Sutures. If you bought a product from another Astflick group brand, distributor, marketplace or third-party seller, please contact the business shown on your order confirmation or invoice. Its own returns policy will apply.

11. Contact us

To request a return or report an order problem, contact:

Dental Sutures
Unit 7, Latham Road Business Park
Latham Road
Huntingdon
Cambridgeshire
PE29 6YE
United Kingdom

Email: hello@dentalsutures.co.uk

Dental Sutures is a trading name of Astflick Group Ltd, company number 05950580. Astflick Holdings Ltd owns and licenses intellectual property within the wider group structure.