When you buy something to wear in your mouth, the important question is practical: what can you check before opening it, and what help is available if something is wrong afterwards? The EU’s new withdrawal function makes one part easier. It does not turn every purchase into a free trial, and it does not erase your rights when goods are faulty.
The difficult part is knowing which right you need
“I want to return it” can mean several things. You may have changed your mind while the product is still sealed. You may have received a different item from the one ordered. Or you may need help with the fitting steps. Sending all three situations through an unexplained returns form makes the customer do the sorting.
For someone buying a temporary missing-tooth solution, uncertainty has a cost before any parcel arrives. You want to know what you are choosing, what is included and how the support works if your order needs attention. Those details should be visible before payment, while you still have time to decide.
What the EU changed on 19 June 2026
Directive 2023/2673, adopted by the European Parliament and Council, added an online withdrawal function to the Consumer Rights Directive. Although its title refers to financial services, this part concerns online distance contracts more broadly, where a withdrawal right exists. Member States were required to apply the measures from 19 June 2026.
The function must be easy to find. It lets you identify yourself and the contract, choose where the acknowledgement is sent, review the statement and explicitly confirm withdrawal. The seller must then send a durable acknowledgement containing the statement and its submission date and time without undue delay. Other valid ways to withdraw remain available.
On Denticor, the “Withdraw from contract” link is at the bottom of the page and on the private order page. You can use it without creating an account. After confirmation, your statement is recorded, an email acknowledgement is queued for delivery, and a downloadable copy is available immediately.
The purchase
Your name, the contract details and where to send the acknowledgement.
Your statement
Review the information, then explicitly confirm withdrawal.
A dated record
Your statement and its submission time, in a copy you can retain.
Directive (EU) 2023/2673: Article 11a and application from 19 June 2026
Open the withdrawal function →
A withdrawal button does not create a trial period for unsealed hygiene goods
For ordinary online goods purchases, the usual withdrawal period is 14 days from receiving the goods. The Consumer Rights Directive also contains exceptions. One concerns sealed goods that are unsuitable for return for health or hygiene reasons once unsealed after delivery. Its conditions matter; the word “hygiene” on a returns page is not, by itself, a reason to refuse every possible claim.
Denticor crowns and DentiFlex are supplied with hygiene seals in a protective atmosphere. Opening the outer delivery packaging is different from breaking those seals. You can check the order summary, quantity and the visible state of the packaging first. If something appears wrong, contact us before using the components.
For affected oral-contact goods to which the hygiene exception applies, breaking the seal ends change-of-mind withdrawal. It does not remove statutory rights when the product is faulty, incorrect or otherwise does not match the contract. The returns policy explains the procedure and the distinction.
Your Europe: returns and the right of withdrawal Consumer Rights Directive 2011/83/EU: Article 16(e), sealed hygiene goods
Read the Denticor returns and complaints policy →
Start with what happened, rather than the word “return”
The examples below are situations to help you describe a problem. They are not automatic decisions about a particular order. A fitting difficulty can have more than one cause, so neither the customer nor the seller should jump from “it does not fit” to “you made a mistake” or “the product is defective”.
| What happened | Useful first step | What remains distinct |
|---|---|---|
| You changed your mind and the hygiene seals are intact | Send a clear withdrawal statement within the applicable period and keep the acknowledgement. | A change-of-mind return has its own timing and return-shipping rules. |
| The order contains the wrong or fewer components | Give the order number and compare the confirmation with what arrived; include a packaging photo if helpful. | Conformity rights do not disappear because the product is a hygiene item. |
| You entered a different tooth or gap width from the one you intended | Contact Denticor promptly with the correction and order number, preferably before dispatch. | The submitted selection and the supplied goods need to be checked separately. |
| The formed piece moves, presses or is difficult to remove | Stop wearing it, identify the fitting step and ask for help. Do not force it into place. | A support request does not waive any statutory product rights. |
The two-year legal guarantee is about conformity, not a promised lifespan
EU rules provide a minimum two-year legal guarantee for goods bought from a professional seller. The seller is responsible for a lack of conformity that existed at delivery and becomes apparent within the relevant period. National rules can give additional protection, including differences in how long a defect is presumed to have existed at delivery.
That is different from promising that a particular removable piece will last exactly two years, whatever its use or condition. The sales description, instructions, supplied components and reasonable expectations matter. Where goods are non-conforming, the legal remedies can include repair or replacement and, under the applicable conditions, a price reduction or termination of the contract. A hygiene exception to withdrawal does not replace those rules.
Your Europe: legal guarantees for goods Directive (EU) 2019/771: conformity, seller liability and remedies
Keep a small, useful record of the purchase
Save the order confirmation and the terms supplied with it. For Denticor, the confirmed tooth positions and measured gap widths belong in that record: they show what was requested. Keep packaging photographs if the parcel or seal arrives damaged, and keep the acknowledgement if you submit a withdrawal statement.
For a product question, you do not need a long account of your dental history. A useful message is: “Order [number]. I ordered [components] for [confirmed positions and gap widths]. I received [what arrived]. At the step [name], I noticed [specific problem]. Please explain the next step.” Use only your own facts; do not include payment-card details.
A private message is the right place for order details. Avoid putting an order number, address or identifying oral photograph in a public comment merely to get support. If a seller cannot resolve a cross-border consumer complaint, the European Consumer Centre in your country can explain the help available.
European Commission: European Consumer Centres Network
What an easier online purchase should feel like
Our view is that the EU’s clearer exit route is useful, but the work starts earlier. A seller should explain the product well enough that a customer can make an informed choice before opening anything. A clear receipt after withdrawal helps preserve evidence; a clear product description helps avoid the wrong purchase in the first place.
With Denticor, you select the hollow crowns you need, confirm their positions yourself and enter the actual width of each gap. DentiFlex goes inside those crowns and forms the removable support. The photo assistant can propose a selection, but you check and correct it; the gap measurement remains yours to enter.
For a suitable healed gap, this gives you a way to prepare a removable replacement for its visible missing-tooth space. The full guide shows the fitting steps, daily care and limits before you order. That is the information you should have beside the price, along with a straightforward way to reach us afterwards.
Denticor: current hollow-crown and DentiFlex instructions
See exactly how Denticor works →
Sources and documents
- Directive (EU) 2023/2673: Article 11a and application from 19 June 2026
- Your Europe: returns and the right of withdrawal
- Consumer Rights Directive 2011/83/EU: Article 16(e), sealed hygiene goods
- Your Europe: legal guarantees for goods
- Directive (EU) 2019/771: conformity, seller liability and remedies
- European Commission: European Consumer Centres Network
- Denticor: current hollow-crown and DentiFlex instructions