Terms of Use and Purchase



Osseo Group's registered name is Osseo Dental Pty. Ltd. and our ABN is 23 149 932 516. We're a specialist distributor of medical devices, some of which we manufacture ourselves and some of which we purchase from other manufacturers. The listed devices on our website and marketing material are collectively referred to as the product or after you've paid for them, an order.

Customer application (getting started)

You must complete the customer application process before placing any orders. You guarantee that all information provided by you is accurate, complete and up to date. You will need to log into your account and update this information if there are any changes.


You are responsible for the safekeeping of your username and password, as you are liable if an unauthorised person uses your username and password.

Making an order

All orders are made and paid using our website store.osseogroup.com.au. You place an order with us by selecting products and pressing the "purchase now" button on the checkout page.


We reserve the right to accept or reject any order for any reason including without limitation, unavailability of product; an error in the price, image or the product description; or error in your order.


Orders are marked as received by Osseo Group at the time of successful payment and the issue of an email invoice.


We only accept orders from mainland Australia, Tasmania and New Zealand. Orders made from all other locations will be rejected.


We use our best endeavours to ensure products ordered are available for delivery, and in most cases will notify you where a product is unavailable prior to you completing your order. However, you acknowledge that in some cases this is not possible, and Osseo Group may need to reject an order you have placed for a product where Osseo Group establishes that it is actually unavailable for delivery. In such cases, Osseo Group will refund in full all amounts you paid in respect of such unavailable product.


Osseo Group cannot provide rainchecks for products ordered online, and where permitted by law reserves the right to limit the sale of products to reasonable or normal quantities.

Special orders

Sometimes you'll need to order a product which we don't keep in stock, these products are marked on our website as Special Orders. Once your order has been confirmed, we'll get the product from the manufacturer specifically for you. A delay of approximately 14 business days from payment to receipt of your special order should be expected.



Pricing is subject to change. Additional fees apply in some circumstances, as described below. All prices are listed excluding GST and charged in Australian Dollars. 

Osseo Group may vary the prices on our website at any time, and prices are subject to change until you have paid for the products in full. Product availability and product prices may vary between Trade show and in-field prices and those found on this website

We list our prices excluding GST because you will claim the GST back in full and therefore would not accurately represent the true price of the product or order.


You must pay for your products purchased on this website at the time of placing an order. We accept all major debit and credit cards including Mastercard, American Express, Diners Club and Visa. Once payment has been made, an invoice will be emailed to you. 

Government and corporate accounts may differ. Consult your individual trade contract for further details.

Transaction fees

A surcharge of 2% will be charged on all American Express transactions. All other cards are exempt from this surcharge.


From time to time we'll run out of stock while we're waiting on our suppliers to replenish our stock. You'll still be able to add these items to your cart and pay for them. 

If your order contains back ordered product you'll have the option of removing them from your cart before payment, or if you proceed to payment, the back ordered items will be clearly outlined on your packing ticket included with your order. Once we have the products in stock, you'll receive notification that they've been shipped to you.

Shipping and delivery

All orders are sent by courier to your nominated address. Shipping cost and the carrier will be calculated at the cart based on your location and charged for each order. Orders will not be shipped to residential addresses, PO boxes or remailing services.

You are responsible for the cost of shipping returns, replacements, repair assessments, and warranty claims to Osseo Group


Once the tracking number is provided and the package has been released to the carrier, Osseo Group is unable to access the package or adjust the delivery time, location, date, or speed of delivery.

Osseo Group shall not be liable for any damages, losses, or expenses incurred by you if Osseo Group fails to meet targeted delivery dates due to factors outside of our control.


Once an order is shipped the title (ownership), risk of loss, and damage during shipment pass from Osseo Group to you. 

Expected delivery windows are between 1-3 business days for mainland Australia and 3-7 business days for all other areas.


Store pick up

Due to strict infection control, regulatory compliance and tracking procedures, store pick up is not available for any order.



Our returns policy is in addition to your rights under the Australian Consumer Law because we want you to be happy with your purchase. 


If you cancel a physical CE education course registration, Osseo Group will issue a credit for the next course.


If you find that you have incorrectly ordered a product and need to swap it for another, you can send it back to us within 10 calendar days of the invoice date and we'll apply credit for the product only. Custom-made and special order products including loupes will not be accepted for return. If you do return a product, it must be in an unopened saleable condition. When returning a product, you will be asked for information that is relevant to your return or to satisfy legislative requirements. If you do not provide this information, then we may be unable to process your return.

Non-Osseo Group branded product may not be accepted for return without adequate proof of purchase unless it is covered by the consumer guarantees.


Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Osseo Group warrants that its products shall conform to the specifications provided by the manufacturer; and are free from defects in material and workmanship.

Osseo Group shall not be liable for:

  • any defects that are caused by neglect,

  • misuse, or mistreatment of its products by you, patient, or any third party;

  • any defects that are caused by failure to follow directions including (but not limited to) failure to replace reline or maintain appliances;

  • any products that have been altered or modified in any way by an individual or entity other than us;

  • any products being used in combination with Osseo Group products, not limited to Customer’s operating system, internet browser, or associated software or hardware; or

  • any defects or errors that result from errors in submitted records or instructions for such products.

  • Any time or labour costs incurred by you.


This limited warranty expires 365 days after shipment of the product unless otherwise specified by the manufacturer.


If any Osseo Group product fails to conform to the warranty above, you can complete a damage/fault assessment request, return the product to us for inspection, and we'll repair, replace or credit your account depending on the individual assessment.

Non-warranty repairs

If your product requires repairs which are not covered by your warranty, we'll provide a quote for the parts, shipping and labour. Once you've accepted the quote, we'll issue an invoice. Once the invoice is paid in full, we'll commence the repair process and provide you with an indicated completion date based on current capacity.

Promotions & discounts

Discounts cannot be used in conjunction with any other offer. Unless expressly mentioned, all coupons exclude PENTAX loupes and custom-made devices. No discounts will be applied after an order is completed or where a coupon code or voucher was not applied during the transaction. Promotions run from the date of publication until midnight of the end date.

Volume discounts

Bulk orders are available for the listed cost of the product multiplied by the unit volume. You agree not to request further discounts for these items other than that offered by Osseo Group's authorised agent. Osseo Group reserves the right to reject any request.



Osseo Group reserves the right to reject any request for a refund, exchange, or credit if you or your patient has failed to comply with product instructions for use. 


Osseo Group reserves the right to cancel the manufacture of products used in treatment without refund and refuse future submission requests if a customer is suspected of repeatedly failing to comply with product instructions for use.

Secure online shopping

We use industry-standard 256-bit encryption. Our Secure Server Software locks all critical information passed from you to us, such as personal information, in an encrypted envelope, making it extremely difficult for this information to be intercepted.

Osseo group can't fully guarantee any data or program available for download on this website (or any linked website) is free of viruses or other spyware, and you agree that you assume the risk of any damage to your computer as a result of using this website.

Card information

We use industry-standard 256-bit encryption. Our Secure Server Software locks all critical information passed from you to us, such as personal information, in an encrypted envelope, making it extremely difficult for this information to be intercepted.


Osseo Group does not capture or store your credit card information at any time - even temporarily. No part of the Osseo Group Online Shopping site has any access to your credit card information, giving you additional peace of mind.

Third-party content
Our website contains information from or hyperlinks to websites operated by third parties. We provide this information and hyperlinks for your convenience only, but we're not responsible for and doe not necessarily endorse the content of any such information or website.


Our custom-made products require you to submit records via an online RX portal specific to the product. We use our best endeavours to ensure submitted records meet our minimum standard of quality requirements. If your records fail to meet these requirements, we'll email you the reason, photographs and a request to submit replacement records. Rejected record decisions are final and your case will remain on hold until these new records are submitted. All records must be accurate and represent the current condition of the patient’s teeth. You are responsible for the accuracy of the records you provide. We will not be liable for any issues caused by inaccurate records where the product fits the model but not the mouth.

These and all other submitted materials become the property of Osseo Group and will not be returned. Alginate impressions, stone models, and metal impression trays will be rejected and disposed of.

The Privacy Act 1988 imposes obligations on us for how we collect and record information relating to your orders or how we offer customer support for our products.


We will collect your personal information for the purposes of providing our products to you, ongoing product care including investigations, and providing you with information relating to our range of products.


We may have to share some of your personal details with the Therapeutic Goods Administration, Healthcare Complaints Commission, Australian Dental Council, or our suppliers during the investigation of a fault, damage or case question relating to our custom-made class IIa & IIb medical devices (Snap-On Smile/ClearCorrect/Implants.)

All phone calls made in and out of our 1300 029 383 support line are recorded and will be retained on your account for future reference.


If we are unable to collect your information, we are unfortunately unable to support you as a customer.


Force majeure (things outside of our control)

Sometimes, things outside of our control may affect us servicing you or your account. In this situations, we cannot be in default or breach because of any failure of our performance if such failure results, whether directly or indirectly, from fire, explosion, strike, freight embargo, an act of God, or war, civil disturbance, an act of any government, de jure or de facto, or any agency or official thereof, labour shortage, transportation contingencies, severe weather, a default of manufacturer or supplier, quarantine or restriction, epidemic or catastrophe, or other conditions beyond the control of Osseo Group.


The support provided by our team is technical in nature and offered to get you back on track with the correct use of the product. You will be reminded of the correct procedure, including manufacturers instructions for use, and may be required to provide additional records or perform troubleshooting as part of your technical support sessions. Any advice provided is general in nature and specific to the products' correct use, it does not take into account the specifics of your case or your patient management. Clinical evaluation of medical devices and procedures constitutes the practice of medicine and is the sole responsibility of the treating registered professional.

Revisions to these terms

We may revise these Terms of Use and Purchase at any time at our absolute discretion by posting revised terms, and these revisions will be effective immediately. If any of the terms are found to be unenforceable, you agree that the remainder of the Terms of Use and the Terms of Purchase remain in full force and effect.


AU 1300 029 383  NZ 09 973 5342

Factory 47, Level 2, 2 Slough Avenue
Silverwater NSW 2128, Australia

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© 2021 Osseo Dental Pty Ltd T/A Osseo Group | Terms