ITXPROS LLC - Refund Policy

Company Information:

Refund Period:

Digital Services/Products:Digital services and products, including Segmentation, Tx Plan, Rdx Reports, Smile Design, Restoration Design, and Surgical Guide Design, are eligible for refunds if requested within 2 hours of the submitted order. We initiate work immediately and complete it on the same day. Please note that if a service completion email has been sent, the order is no longer eligible for a refund or invoice cancellation.

Physical Products:

Physical products, such as Surgical Guides, PMMA, Restorations, and Final Restorations, are eligible for refunds if requested within 6 hours of placing the order. If the request is made within 6 to 24 hours, a design fee will be charged without a fabrication fee. Once a product is fabricated or printing has commenced, it may not be eligible for a refund or invoice cancellation.

Remake Policy and Fee Structure:

In circumstances where a customer necessitates the recreation of a previously designed/fabricated surgical guide, the associated fees are outlined below:

Surgical Guide Remake:
Fee: $50 + $20 per implant site

PMMA Remake:
Fee: $600

Stackable Guide with PMMA Remake:
Fee: $750

All remakes must strictly adhere to the original product's design. Shipping charges will be added to the total cost for each remake.

Exceptional Cases:

In exceptional cases related to a patient's health situation, such as severe illness or death, refunds may be considered on a case-by-case basis. We understand that such situations can be sensitive, and we are committed to working with you to find a suitable resolution. It is important to note that the resolution in these exceptional cases is at our discretion, taking into consideration the unique circumstances surrounding the situation. Our dedicated customer support team is available to assist you. Please feel free to contact them for personalized assistance in navigating these circumstances and discussing potential resolutions that best address your needs.

ITXPROS Guided Kit, Fixation kit, metal sleeves, guided drills or any Shining 3D product:

Used items are ineligible for replacement, return, or refund.
Refunds for unused items can be requested by initiating a return, specifying the reason, and sending the item back to us at your expense. The return must be shipped and received in the same condition as when it was originally sent. Upon receipt and inspection, refunds will be issued within 5 - 7 business days.  Additional days may be required according to the bank's refund processing time to reflect in customers' accounts.

Refund Process:

  • To request a refund for any of the above categories, customers must send an email to, including the invoice number and the reason for the refund request.
  • Alternatively, customers can call 833-448-9776 to initiate the refund process.

Proof of Purchase:

  • No proof of purchase is required for refund requests.

Refund Method:

  • Refunds will be issued through one of the following methods:
    • Account Credit:
      We offer the option to add the refund amount as a credit to your account.
    • Original Payment Method:
      The refund will be issued to the original payment method used for the purchase.
  • Please allow 5 - 7 business days for the refund to be processed. Additional days may be required according to the bank's refund processing time to reflect in customers' accounts.

Cancellation Policy:

  • If a service completion email has been sent or if manufacturing or printing for the requested service has commenced, the order may not be eligible for cancellation, and applicable fees will be applied.
  • No refund is associated with cancellation if the order has not been invoiced.

Customer Responsibility:

  • Customers are not required to fulfill any specific responsibilities when requesting a refund.

Contact Information: