Returns and complaints
You have 14 days to return
If the product does not meet your expectations, you may withdraw from the contract within 14 days of receiving the shipment. No reason is required.
The returned product must be unopened — in its original, intact packaging (with the seal or film intact, if it has one). Toothpaste is a hygiene product: once opened, we cannot accept it back or resell it, which is why the right of withdrawal does not apply to opened packaging (Art. 38(5) of the Consumer Rights Act).
The period is counted from the day the package is received by you or a person designated by you.
How to return a product
- Write to us at bonjour@dentistique.pl or send a statement by mail. A clear declaration that you are withdrawing from the contract is sufficient. Please provide your order number. You may use the form available in the Terms and Conditions, but you are not required to do so.
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Send the product back within 14 days of notifying us to the following address:
DENTISTIQUE sp. z o.o., ul. Złota 75A lok. 7, 00-819 Warsaw
Send the package via any carrier (courier or parcel locker). Pack the product so that it is not damaged in transit. We do not accept cash-on-delivery shipments. - Receive your refund — we will issue it within 14 days of receiving your statement, using the same payment method you used. If you paid upon delivery, please provide us with your bank account number for the transfer.
To meet the deadline, it is sufficient to send the statement before it expires. We may withhold the refund until we receive the product or proof of its return.
When a return is not possible
We supply oral hygiene products in sealed packaging. If the packaging has been opened after delivery, the product cannot be returned for hygiene reasons — this is based on Art. 38(5) of the Consumer Rights Act.
Simply put: you can return unopened toothpaste without any issues. Opened and used toothpaste — no.
A full list of exclusions can be found in § 8 of the Terms and Conditions.
Return costs
You are responsible for the cost of sending the product back to us.
We will refund the price of the product and the cost of delivery to you, if you paid for it. If delivery was free (orders over PLN 150), we will refund only the price of the product.
Damaged or non-compliant product
This is a separate matter from a return — a complaint process applies here, not a withdrawal from the contract. Write to bonjour@dentistique.pl, describe the problem, provide the order number, and attach photos. We will respond within 14 days.
If the product needs to be sent back, we will arrange this with you. The cost of return shipping for a complaint is on our side.
If the package arrived damaged, please file a damage report with the courier if possible. This will make it easier to process the case, but it is not a requirement for filing a complaint.
Complaint rules are described in § 9 of the Terms and Conditions.
Have a question before returning?
Write to bonjour@dentistique.pl or call: 780 73 70 70 (business days, 9:00 AM–5:00 PM). We will answer before you send anything back.
This page summarizes the rules described in the Terms and Conditions. In the event of discrepancies, the content of the Terms and Conditions is binding.