Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 
To start a return, you need to contact us first at info@cm-medical.com.au. Please note that returns will need to be sent to the guided address at the customers expense. The undiscussed return cannot be processed, we advise you to contact us to start the refund process. 
If your return is accepted, please process the shipping. Items sent back to us without first requesting a return will not be accepted. 
You can always contact us for any return question at info@cm-medical.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@cm-medical.com.au.

Warranty and Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Each product has different warranty policy, please contact us to check detail. All product comes with 1 year warranty if there is not any definition and sometimes we can offer extended warranty with additional cost.

Warranty is consisting of parts and service, if there is manufacturer's issue, parts will be provided at no cost excluding consumables and user's issue, but service fee may be charged. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging - resellable condition. You’ll also need the receipt or proof of purchase. Delivery fee will be charged during the refund and exchange.

To start a return, you can contact us at info@cm-medical.com.au. If your return is accepted, please use the same packing box as shipped with proper wrapping at customers cost. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@cm-medical.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders – equipment, software, or customized/personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. We cannot accept returns on sale items, promotional items or gift cards. If you are not sure of your purchase, please contact us and discuss your situation and concerns. If it is not resellable condition, there might be restocking fee minimum 5%.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted - must be resellable condition, make a separate purchase for the new item. If it is not resellable condition, there might be restocking fee minimum 5%.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. There might be stocking fee or penalty if its commercial value is compromised. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Exocad Price Policy
All Exocad price is guided by the Exocad to have even and fair price globally. There might be increased without notice due to the Exocad price policy. The exocad is not able to be returned or refunded after your order confirmation. 

Exocad Upgrade Policy
Every exocad product is based on automatic renewal of upgrade contracts for Perpetual Licenses (opt-out) including Flex and Stand-Alone Modules. CM MEDICAL will invoice on the first day of 2nd year after the activation. The activation is based on the internet connection, it will be recognized by the Exocad. We will try to give you a reminder, but please understand it may not be delivered to you with unknown reasons. So please notify us 7 business days in advance before the last day of 1st year through the email – info@cm-medical.com.au with the serial number if you want to stop automatic upgrading. There is no cancellation fee. 

Please be aware that the cancellation of the upgrade contract is effective immediately. The right to upgrade the software and access to additional services such as library downloads and module activation ends immediately. Therefore, we suggest canceling the upgrade contract shortly before the end of the contract term.

Cancellation shortly after the license renewal cannot be reversed, no refund is possible. You will have to pay the amount stated on the invoice. It is not possible to undo a cancellation of an upgrade contract. You must purchase a new upgrade contract. The benefits of keeping license updated are as follows - Access to new software releases, Possibility to add modules, additional indications to enhance your lab's offering, more automation to improve productivity, enhanced integration with third-party devices, free replacement of broken dongles, continued access to dentalshare, continued access to reseller support, continued access to library downloads.

Please click here to see more about exocad policies.