USP
Exchange Rates (reviewed separately once or twice a year):
1 EUR = 4 AED
1 USD = 3.5 AED
AED price = EUR price × 4.0 × 1.2 (MENA 20% mark-up) rounded in company's favor
USD price = AED price / 3.5 rounded in company's favor
AED price list is the basic price list for Dubai, and USD price list is pegged to the AED price list
Regional Markets - Delivery Groups:
Group 1 Estonia (main currency = EUR): Albania, Andorra, Armenia, Austria, Azerbaijan, Belarus, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Georgia, Germany, Greece, Hungary, Iceland, Ireland, Italy, Kazakhstan, Kyrgyzstan, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Moldova, Monaco, Montenegro, Netherlands, North Macedonia, Norway, Poland, Portugal, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Tajikistan, Turkey, Turkmenistan, Ukraine, United Kingdom, Uzbekistan, Vatican City, Israel, Gibraltar.
Group 2 Dubai (main currency = AED > USD): Algeria, Australia, Bahrain, Bangladesh, Djibouti, Egypt, India, Indonesia, Iran, Iraq, Japan, Jordan, Kenya, Kuwait, Lebanon, Malaysia, Mauritania, Morocco, New Zealand, Nigeria, Oman, Pakistan, Palestine, Philippines, Qatar, Saudi Arabia, Singapore, Somalia, South Africa, South Korea, Sudan, Syria, Taiwan, Thailand, Tunisia, United Arab Emirates, Vietnam, Yemen.
We do not deliver / we only ship on a case-by-case basis to: USA, Canada, Mexico, China, Hong Kong, Brazil, Argentina, Peru, Colombia.
1) We ship to Group 1 regions only from Estonia (directly + online store), to Group 2 regions only from Dubai (directly + later, possibly, online store). When receiving orders from a country outside a group, forward them to our representative in the Estonia/Dubai region.
2) Our second price list, in USD, is used in sales to Group 2 countries, and we use the two currencies, AED/USD, in Group 2 (USD price list being the main one).
3) Countries where we have exclusive distributors cannot order direct shipments from our online store, with all orders redirected to our partner in the country in order to prevent direct competition. A list of such countries will follow.Terms of Delivery (valid through 2026):
Group 1 (shipped from Tallinn), flat fee of EUR 7 + VAT, and free shipping starting from EUR 139.
Group 2 (from Dubai, in AED), flat fee of AED 29 + VAT, free shipping starting from AED 585.
Group 2 (from Dubai, in USD), flat fee of USD 8 + VAT, free shipping starting from USD 159.
*customs duties, VAT as per destination country, additional charges for express delivery paid by the customer, delivery in Dubai/Tallinn can be free upon additional agreement (with a courier or Sales Rep).
Order calculation rationale: total amounts due for the goods selected, incl. VAT (as applicable according to the customer type, depending on Tallinn/Dubai) + delivery fee, incl VAT + client's VAT (if applicable) = payable online (customs duties of the destination country are paid separately).
Online store settings: automatic VAT detection according to the country and customer type (B2B/B2C) has to be set; if an EU customer enters their VAT ID, we do not charge it (reverse charge VAT).
Tallinn logistics: via DHL + DPD
Dubai logistics: via DHL + Aramex
Customer Service has to select the best delivery company/route in each case in order to lower company's cost while also considering the time terms and urgency of the delivery in question. Our task is not saving at any cost, but keeping it reasonably practical.
Exchange, return and warranty policies (valid through 2026):
1. Refund (21 days following receipt of goods). Customer can return the goods and receive a 100% refund within 21 calendar days upon receiving the goods.
Terms:
1) The goods must remain packaged in the original blister (whenever packaged individually); processing a refund for unpacked goods is subject to negotiation.
2) The refund is processed within 14 days upon receiving the goods returned at our warehouse.
3) Return shipping and customs duties are paid by the customer.
4) As long as specifically agreed upon by company and customer, we may eliminate the requirement to return the components.
2. Exchange (up to 1 year upon receipt): Customer can exchange products delivered for comparable goods within 1 year upon receiving the original order for any reason (wrong fit, wrong choice, change of mind).Terms:
1) We must receive the goods and the original blister packaging (while the goods may remain unpacked).
2) Exchange shipping and customs duties for the goods sent to us are paid by the customer, given that the reason for exchange is not manufacturing defect).
3) If the goods are being exchanged due to manufacturing defect, exchange shipping and customs duties for the goods sent to us are paid by us (as long as specifically agreed upon by company and customer, we may eliminate the requirement to return the components).
4) Goods are exchanged for similar goods of comparable retail value; if the value of the new goods is higher, customer pays the difference; if the value of the new goods is lower, the difference in price is not paid to customer but is deduced from customer's next order.
3. Exchange due to manufacturing defects (up to 1 year upon receipt): When a defect is confirmed to be a manufacturing issue, customer is entitled to select refund instead of exchange within 1 year upon receipt of goods.
Terms:
1) The defect needs to be reported, with photographs/video recordings documenting and confirming the defect.
2) The refund is processed within 14 days upon manufacturing issue confirmation.
3) The delivery of the defective component to the office is payable by company (as long as specifically agreed upon by company and customer, we may eliminate the requirement to return the components).
4) Attention! Manufacturing defect refund can only be processed within 1 year; beyond 1 year only component exchange is possible, following the warranty policy.
4. Warranty-covered replacement (up to 10 years upon receipt): Warranty covers the first 10 years from the date of receipt of goods by the customer. During this time, we shall replace any component free of charge, for any reason and not limited to manufacturing issue.
Terms:
1) Replacement can only come from the same product and price group (a MUA replaced with a MUA, a healing abutment – with a healing abutment), without additional charges or refund of price difference.
2) Repeat replacement of the same component requires special consideration and has to be approved by Customer Service.
3) Customer notifies us and ships goods with blister (which may remain unpacked).
4) Shipping fees and customs duties are payable by customer.
5) Company shall not compensate any lab, clinical or other expenses.
It is important to mention it specifically in the offer on the website that we shall not compensate for laboratory and clinical costs associated with the use of our products.Discounts and delay of payment:
Tallinn (EUR)
New customer: 5 shipments prepaid 100% Upon 5 shipments, a 7-day payment delay limited to EUR 3000 can be obtained (subject to approval by Sales Rep, to be logged into the Discounts file).
Regular customer: 5% to 10% discount, a 7-day payment delay limited to EUR 3000 (as determined by Sales Rep, to be logged into the Discounts file).
In case business need arises and customer has not exceeded 7-day payment delay terms, a 14-day grace period can be arranged limited to EUR 5000 (approval by Sales Rep > Ruslan > MD).
Premium conditions: 10% to 35% discount, payment delay of up to 30 days with the value limit established on a case-by-case basis (approval by Sales Rep > Ruslan > MD).
Good reason: significant purchase volume increase and consistent compliance with the terms of payment.
Dubai (AED / USD)
New customer: 5 shipments prepaid 100% Upon 5 shipments, a 30-day payment delay can be arranged limited to AED 5000 (subject to approval by Sales Rep, to be logged in the discounts file).
Regular customer: 5% to 10% discount, a 30-day payment delay limited to EUR 3000 (as determined by Sales Rep, to be logged into the discounts file).
In case business need arises and customer has not exceeded 7-day payment delay terms, a 45-day payment delay period can be approved limited to AED 10000 (approval by Sales Rep > Ruslan > MD).
Premium conditions: 10% to 35% discount, payment delay of up to 60 days with the value limit established on a case-by-case basis (approval by Sales Rep > Ruslan > MD).
Good reason: significant purchase volume increase and consistent compliance with the terms of payment.
Distributors (all territories)
Discount starting from 40%, individual payment delay terms and value limits, MD projects.
Payment delay cancelation
In case of regular overdue payments exceeding the 7-day grace period, payment delay may be canceled. Regular and timely payments are the precondition for value limit increase and better payment terms.
Discounts approval
5% to 10% discounts: subject to approval by Sales Rep, to be logged into the Discounts file.
10% to 35% discounts: subject to approval by Sales Rep > Ruslan > MD).
discounts starting from 40%: distributor level discounts, MD project.
Customer Service is tasked to monitor and supervise customer compliance. All changes are to be logged into the Receivables file and into the Discounts file. https://docs.google.com/spreadsheets/d/1y8aTFK_GBoviHIPo7l7OpswQSjnksHA7h6YjVW_TTuI / https://docs.google.com/spreadsheets/d/1RrH8yOiq2lA4PXJmFcLmUNUN0TQJnrkM.
New customer policy (valid through 2026):
A unique and highly competitive offer remains available to new customers in the form of a free goods voucher amounting up to EUR 250 / AED 1 000/ USD 270. The voucher is granted upon offline or online communication with customer; voucher amount is determined by Sales Rep according to business need. Records thereof must be logged into the Vouchers file https://docs.google.com/spreadsheets/d/1_cWytqNBTjPta2QdfKvyLCcvDccb_22z/ while the whole procedure from awarding the voucher to it being used must be comprehensively monitored.
Upon additional approval, an extra cashback in the form of goods amounting to up to 30% of the order value can be arranged for the first 1 to 3 customer’s orders, subject to business need and approval by Sales Rep > Customer Service > Ruslan > MD.
E.g.: a potential high-value customer places a first payable order, and we want to show support, so starting from the order value of EUR 200 we ship an additional EUR 60 worth of goods (in retail prices) (we do not provide a monetary discount or an additional discount). Every such decision is made on a case-by-case basis and needs supporting argumentation; every case must be logged into the Receivables file where the cashback amount should be noted (this amount is not included into the bonus calculation for employees).
Approved by the CEO as of August 11, 2026.