Refund policy

XEMAX SURGICAL PRODUCTS INC. — RETURN & CANCELLATION POLICY

Last Updated: December 1, 2025

We aim to make ordering from Xemax Surgical Products as smooth as possible while ensuring the safety, integrity, and regulatory compliance required for surgical dentistry. This Return & Cancellation Policy applies to all purchases made through our website, by phone, or through a Xemax account representative.

1. CANCELLATION POLICY

Before Shipment

Orders may be cancelled at no charge if they have not entered the shipping or fulfillment process.

After Shipment

Once an order has shipped, it cannot be cancelled and must go through the return process described below.

Special Orders / Custom Items

Items marked Special Order, Made to Order, Non-Stock, or Custom cannot be cancelled after the order is placed.

2. STANDARD RETURN POLICY (30 DAYS)

Xemax accepts returns within 30 days of delivery for eligible products that are:

  • Unopened

  • Unused

  • Unaltered

  • In original packaging

  • In resalable condition

All returns require a Return Merchandise Authorization (RMA).
Items returned without an RMA may be refused or returned to sender.

To request an RMA, email customerservice@xemax.com with your order number and the items you wish to return.

Products must be received at Xemax within 14 business days of RMA approval.

3. INSPECTION AND REFUND APPROVAL

All returned products are subject to inspection. Xemax reserves the right, at its sole discretion, to:

  • Reject items that are opened, used, altered, improperly stored, or not in resalable condition

  • Reverse or adjust issued refunds after inspection

  • Charge restocking fees where packaging is damaged, components are missing, or items require reconditioning

Approved refunds are issued to the original payment method.

Allow:

  • 5 business days for inspection

  • 5 additional business days for the refund to appear on your payment method

Shipping charges are non-refundable, except where Xemax is responsible for an error.

4. NON-RETURNABLE ITEMS

For regulatory, safety, and product integrity reasons, the following products cannot be returned under any circumstances:

  • C-Sponge products once bulk packaging is opened

  • Non-sterile items that have been opened or partially used

  • Products requiring sterilization after opening

  • Items with broken seals or missing original packaging (ex. handpieces)

  • Temperature-sensitive items or items requiring controlled storage

  • Single-use items removed from bulk packaging

  • Customized, made-to-order, or non-stock items

  • Special Order items

  • Software, digital products, or activation codes

  • Products that show signs of sterilization, processing, or clinical use

Because C-Sponge is non-sterile and supplied in bulk packaging, once the outer bag is opened, it cannot be returned.

5. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Damaged Shipments

If your order arrives damaged, damaged packaging or product damage should be reported promptly.

For visible damage discovered at delivery, you should:

  • Note visible damage with the carrier at the time of delivery, where possible; and
  • Notify Xemax within 48 hours at customerservice@xemax.com.

Please retain all damaged products, shipping cartons, packaging materials and labels until Xemax completes its review. Xemax may request photographs or return of the damaged product and packaging.

Following investigation, Xemax will determine the appropriate resolution for verified transit damage, which may include replacement, refund, credit or assistance with a carrier claim. Failure to report damage promptly or failure to retain relevant packaging may limit eligibility for replacement, refund or credit.

Defective Products

If you believe a product is defective, notify Xemax promptly and provide your order number, product information, lot number where available, a description of the issue, and photographs where applicable.

Xemax may require additional information or return of the product for inspection. Verified defects will be handled under the applicable Xemax or manufacturer warranty and, where appropriate, Xemax product-quality procedures.

Incorrect Item or Quantity Received

If Xemax sends the wrong product or an incorrect quantity, notify us promptly. Once confirmed, Xemax will correct the order at its expense, which may include issuing a prepaid return label, shipping the correct product, issuing a credit, or refunding the affected item.

6. SHORT-DATED ITEMS

If a product arrives with less than six (6) months of remaining shelf life (where shelf life applies), notify us within 7 days of delivery.
Xemax may issue a replacement or refund at our discretion.

7. OVERSIZED ITEMS AND FREIGHT RETURNS

For equipment, carts, and oversized items:

  • Customer is responsible for freight-prepaid return shipping

  • Items must be palletized, strapped, and protected for transport

  • Xemax is not liable for damage caused on return freight

  • Inside delivery, liftgate, or special handling fees are non-refundable

  • Freight return charges will be deducted from eligible refunds if products are refused or returned

8. INTERNATIONAL ORDERS

International orders—including shipments to Canada—are subject to additional rules and fees.

8A. Canada – Mandatory CARM Compliance

Canada — CARM Importer Compliance

Canadian commercial customers are responsible for meeting all CBSA Assessment and Revenue Management (CARM) requirements applicable to their imports, including maintaining appropriate importer registration, broker authorization or delegation, and payment arrangements.

Customers who wish to obtain release of commercial goods before paying applicable duties and taxes must be enrolled in CBSA’s Release Prior to Payment (RPP) program and must post their own financial security through the CARM Client Portal.

Customers who do not have required CARM registration, broker arrangements, or RPP financial security may experience border delays, requirements to pay duties and taxes before release, storage or handling charges, or returned shipments.

The customer is responsible for all duties, taxes, brokerage charges, CARM-related costs, storage fees, return freight and other import-related charges. If a shipment is returned to Xemax because the customer has not completed applicable import requirements, any refund will apply only to unopened, resalable products received by Xemax, less non-refundable freight, duties, brokerage, taxes, carrier charges and other related costs.

9. PACKAGES MARKED DELIVERED BUT NOT RECEIVED

If carrier tracking states that a shipment has been delivered but you cannot locate it, notify Xemax promptly, preferably within 1 business day of the delivery scan.

Before submitting a claim, please check reception areas, loading docks, mailrooms, delivery rooms, staff members, neighboring suites or offices, alternate delivery locations, and any available carrier delivery photograph or tracking detail.

Xemax may assist in investigating a possible carrier misdelivery. However, once a shipment is confirmed as delivered to the address or delivery location specified in the order, Xemax is generally not responsible for theft, disappearance, or loss occurring after delivery.

Nothing in this section limits Xemax’s responsibility to address a verified Xemax fulfillment error or documented carrier misdelivery or transit damage in accordance with this Policy and our Shipping Policy.

10. ACCOUNT-LEVEL RETURN RESTRICTIONS

To protect product integrity and prevent abuse of the return process, Xemax may restrict return privileges for future orders or designate certain products or SKUs as non-returnable before purchase for customers with unusually high return activity, bulk-purchasing patterns, prior return abuse, or other commercially reasonable concerns.

Nothing in this section limits Xemax’s ability to reject a return that does not meet the eligibility requirements of this Policy, including items that are opened, used, altered, improperly stored, damaged, non-resalable, subject to regulatory restrictions, or otherwise excluded from return eligibility.

11. HOW TO REQUEST A RETURN (RMA)

Email customerservice@xemax.com and include:

  • Order number

  • Item(s) you wish to return

  • Reason for return

  • Photos if damaged or defective

We will respond within 1–2 business days with RMA instructions.

12. CONTACT US

Xemax Surgical Products Inc.
Email: customerservice@xemax.com