Refund policy

iDentafy Returns & Satisfaction Guarantee

At iDentafy, we take pride in the quality of our iDentaPod and want you to feel confident and excited about your purchase. We offer two clear pathways for returns, depending on your needs.

1. Our 30-Day Satisfaction Guarantee

We are confident you'll love the clean your iDentaPod delivers! We want you to feel totally secure in your purchase, so we offer a 30-Day Satisfaction Guarantee.

  • How it works: If you have used your iDentaPod and are not completely satisfied with its performance within 30 days of receiving it, you can return the iDentaPod device for a refund.

  • Your FREE Starter Kit: Your gifted Starter Kit (Cleaning Solution, Tweezer, and Cloth) is a hygiene-based product and is yours to keep, no matter what! As it cannot be restocked for safety reasons, we do not accept it for returns.

  • The Refund Process: Upon receiving the used iDentaPod device, it must undergo a thorough inspection, testing, and sanitisation process before it can be processed. Therefore, all returns under our Satisfaction Guarantee are subject to a $30 AUD processing and sanitisation fee. This means for a $139 purchase, your refund would be $109.

2. Standard 30-Day Returns (for Unopened & Unused Products)

If you have changed your mind and your order is completely unused, you may be eligible for a full refund.

  • Eligibility: To be eligible for a standard return, the product must be in unused, unopened, and original condition, with all hygiene seals intact. It must include all original packaging, accessories, and inserts.

  • Refund: If your iDentaPod is still sealed and unused, you are eligible for a full refund of your purchase price once we have received and inspected the return.

How to Start a Return (for either policy):

  1. Request Approval: Email us at support@identafy.com within 30 days of delivery. Please include your order number and specify whether you are requesting a return under our "30-Day Satisfaction Guarantee" or as a "Standard Unopened Return." For Satisfaction Guarantee returns, please briefly tell us what you weren't happy with – your feedback is valuable!

  2. Wait for Instructions: Once we’ve reviewed your request, we’ll email you with the next steps and the return shipping address. Please do not send items back without approval.

  3. Pack & Ship: Carefully repack the product to prevent damage during shipping. We strongly recommend returning your item via a trackable, insured service, as we can’t take responsibility for parcels lost or damaged on their way back to us.

Faulty or Incorrect Items

If you believe you’ve received an incorrect or defective iDentaPod, please contact us at support@identafy.com within 30 days of delivery with photos or a video of the issue. We’ll cover the return shipping and offer either a replacement or a full refund. This is separate from the policies above.

Refunds

Once your return arrives and passes inspection, we’ll process your refund to the original payment method within 10–14 business days. Please note that return shipping costs (unless for faulty or incorrect items) are the responsibility of the customer and are non-refundable.