Customer Service & Technical Support

This policy covers returns and exchanges by customers in the United States for all products sold by ZimVie Dental (“Qualified Products”), however not all products may be covered under this policy. Examples include products derived from human tissue, patient-specific products, and in some cases equipment purchases. This policy does not address returns and exchanges in connection with product non-conformances. Please complete a Product Experience Form (ePER) in such circumstances.

Return Policy

A purchaser may return any Qualified Product within 1-90 days of invoice date for full credit or 91-180 days of invoice date less a 15% restocking fee. The restocking fee is waived when requested through eServices.

Exchange Policy

A purchaser may exchange any ZimVie-qualified products within 365 days of the invoice date for other Qualified Products within the same product families as determined by ZimVie Dental. The replacement ordered products must be of equal or greater value than the returned products; the purchaser will be charged the price difference.

• The value of a replacement product will be determined based on the list price at the time of order less any current qualified discounts. Freight charges will apply to exchanged product shipments.

Applicable to All Returns

Customers are responsible for the shipment of returned items back to ZimVie.  All returned or exchanged ZimVie Dental products must be:

• Returned in its original, unopened package and in resalable condition (including autoclavable product).

• No stickers, over labeling,tape or staples on packaging, cutting of product packaging, holes or writing of any kind.

• A non-expired and currently offered ZimVie Dental product (expired and discontinued products are excluded).

• Shipped via a trackable method to:

4555 Riverside Drive

Palm Beach Gardens, Florida 33410

(Attention: Returns Department) 

• Accompanied by the ZimVie Dental Return Authorization Number provided by Dental eService. 

• Received by the Returns Department within the time frames specified above.  
   

ZimVie Dental products not meeting these criteria will not be accepted for return or exchange.

Returned and exchanged product lot numbers will be checked to ensure compliance with the time limitations referenced in this policy. ZimVie Dental reserves the right, in its sole discretion, to (a) decline any return or exchange if a product with alternative lot numbers is provided in place of a product purchased within the time limits herein, or (b) terminate the eligibility of any customer from this return policy in the event of suspected abuse or fraud.

• The customer may only return the products to exchange them for other products of the same category as determined by ZimVie Dental.

• Orders purchased on a promotion are exchangeable only.

• Products that are from part of a kit can neither be exchanged nor returned.

 
Excluded Products

• Products that require special storage conditions such as membranes and biomaterials.

• Human tissue products may neither be exchanged nor returned for any reason other than verifiable defect or non-conformance with specifications. Order or shipment discrepancies must be reported to Customer Service within three (3) business days of delivery.

• Expired and discontinued products are excluded (at least 6 months of expiration).

• Patient-specific products.