Refund policy

Last updated: August 2026

We want you to feel completely confident buying from us. This policy covers two types of purchase: the DOJO Reps System and standalone purchases of training teeth, models, kits, and accessories bought on their own. Just head to the section that matches your order below.

Nothing in this policy affects your statutory rights as a UK consumer, including your right to cancel within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and your rights regarding faulty goods under the Consumer Rights Act 2015. This policy should be read alongside our Terms of Service.

Part 1: DOJO Reps System

Your first 14 days — statutory cancellation right

If you're a UK consumer, you have a legal right to cancel your order within 14 days of delivery, for any reason, without needing to justify it. To use this right, just let us know within 14 days of delivery — an email to dojodental@outlook.com is enough.

Here's how a refund during this period works:

If everything arrives and stays sealed and unused — training teeth, models, kits, consumables — we'll refund you in full, minus a £150 collection and handling fee, which reflects the cost of collecting the DOJO Reps System as a whole. This fee applies to UK orders and is confirmed to you at checkout before you complete your purchase. For international orders, return shipping is the buyer's responsibility.
Inspecting what's arrived won't affect your refund. If you've used or trained with any part of your order — including drilling teeth, using composite or consumables, or running sessions on KOTSU — we'll deduct the value of whatever's been used or consumed, because those items can no longer be resold. The Sim Pro unit and handpieces are assessed on condition rather than use — normal inspection doesn't affect your refund, and any heavier use is assessed under the guarantee below.

Days 15–30 — our satisfaction guarantee

We're confident the DOJO Reps System will make a real difference to your hands and confidence. If between day 15 and day 30 after delivery you don't feel your practice is improving, and you've put in a minimum of 3 logged training sessions on KOTSU, fully scored against the training rubric, we'll take your DOJO Reps System back and refund you based on what you've actually used.

What is covered

The satisfaction guarantee applies to your whole DOJO Reps System — the Sim Pro unit, handpieces, and any training teeth, models, kits, and consumables from your order.

How your refund is calculated

Your refund reflects what's actually left to resell:

The Sim Pro unit and handpieces are refunded based on their condition on return. Normal wear from inspection is completely fine, but wear from training use that reduces resale value — for example on bearings, chucks, or the articulator — will be deducted from your refund. We'll assess this alongside your KOTSU session logs and confirm the deduction with you before finalising.
Training teeth, practice models, training kits, and consumables that remain unopened and unused are refunded in full.
Training teeth, models, kits, and consumables that have been opened, used, or consumed — drilled teeth, used composite, cut models, and so on — are non-refundable, since once used they have no resale value.
Your access to the KOTSU platform ends once your DOJO Reps System return is processed and refunded, since KOTSU is provided as part of an active DOJO Reps System, not as a standalone product.

Return conditions

To be eligible for a refund under this guarantee:

Put in the reps first. We ask for a minimum of 3 training sessions logged on KOTSU before a return, each one fully scored against the training rubric. We'll take a look to make sure the sessions reflect genuine training — this just makes sure the system's had a fair chance to show you what it can do. Session logs are verified through the KOTSU platform.
Let us know between day 15 and day 30 of delivery. The delivery date is whatever the carrier confirms, not the date you originally placed the order.
Send your DOJO Reps System back in good condition. Normal wear from inspection is completely fine — training wear that affects resale value will be reflected in your refund as set out above.
Get in touch before sending anything back. Drop us a line at dojodental@outlook.com first and we'll confirm everything and sort out the return with you. A £150 collection and handling fee applies to UK orders, covering collection of your DOJO Reps System — this is deducted from your refund and confirmed to you at checkout before you complete your purchase. For international orders, return shipping is the buyer's responsibility.

Refund processing

Once your return arrives back with us, we'll inspect it, confirm what's refundable per the breakdown above, and let you know the total. We'll refund that amount to your original payment method within 5–10 business days. If you paid by instalments or direct debit (for example via GoCardless), your refund will be returned via the same method, adjusted against any instalments already collected. Exactly when it lands in your account can depend a bit on your bank or payment provider.

Damaged or faulty items

Something arrive damaged, or start playing up down the line? That's on us to fix, not you to stress about. Just drop us a line at dojodental@outlook.com, tell us what's going on, and we'll sort it out.

This is covered by your statutory rights under the Consumer Rights Act 2015 — including a short-term right to a full refund for faulty goods within 30 days of delivery — as well as your 12-month hardware warranty, which typically offers longer cover than the legal minimum. None of the deposit or usage terms above apply to genuinely faulty items.

Part 2: Standalone Kits, Models & Accessories

This part applies if you bought training teeth, practice models, training kits, or accessories on their own — not as part of the full DOJO Reps System bundle.

Your first 14 days — statutory cancellation right

If you're a UK consumer, you can cancel within 14 days of delivery for any reason. You're welcome to open packaging to inspect an item, the same way you would in a shop — that doesn't affect your refund. If the item hasn't gone beyond that, we'll refund you in full, minus the cost of return shipping, which is the buyer's responsibility (we'd recommend a tracked and insured service). If it's been used or consumed beyond inspection — for example a training tooth that's been drilled — we'll deduct its value, since it can no longer be resold.

Days 15–30 — extended return window

Return conditions

Keep it unopened and unused. This includes training teeth — we're happy to accept these back too, as long as everything is unopened, unused, and in its original packaging. Once something's been opened, we're not able to resell it, so we can't accept it back at that point.
You've got 30 days. Just get in touch within 30 days of your delivery date to start a return.
A small restocking fee applies from day 15 onwards. For returns made between day 15 and day 30, we deduct 15% from approved returns to cover the cost of getting items back into stock. Returns within the first 14 days are handled under your statutory rights above, with no restocking fee.
Return shipping is the buyer's responsibility. This cost isn't refundable, and we'd recommend using a tracked and insured service so it arrives safely.
Get in touch before you send anything back. Email us at dojodental@outlook.com first and we'll confirm the return address and process with you.

Refund processing

Once we've received and had a look over your return, we'll let you know the outcome. If it's approved, we'll refund you (minus the 15% restocking fee, if applicable) to your original payment method within 5–10 business days.

How to Request a Return

Just email us at dojodental@outlook.com within 30 days of your delivery date, and let us know:

Your name and order number
Whether your order was a DOJO Reps System bundle or a standalone purchase
Your KOTSU username, if applicable, so we can check your logged sessions
A little about your experience with the product
The current condition of the item(s)

We aim to get back to every return request within 2 business days.

Contact

Got a question about this policy? We're happy to help.

Email: dojodental@outlook.com Website: dojodental.shop/pages/contact

DOJO Dental (DOJO Systems Limited) Registered office / business address: 7-9 The Avenue, Eastbourne, East Sussex, United Kingdom, BN21 3YA Company number: 17289624