Refund and remake policy for dental lab services.

1. Custom Dental Restorations

All restorations and dental laboratory products are custom-made based on submitted files, prescriptions, and case instructions. Because products are manufactured specifically for each case, refunds may be limited once production begins.

2. Cancellation Requests

Orders may only be canceled before production has started. Once milling, design work, finishing, or manufacturing begins, cancellation may no longer be possible.

Requests submitted after production begins may still incur partial charges for completed work, materials, or design time.

3. Remakes and Adjustments

If a restoration requires adjustment or remake due to a production-related issue, the lab may review the case and determine the most appropriate resolution.

• Cases may require return of the original restoration for evaluation.
• Photos, scans, or clinical notes may be requested.
• Additional fees may apply for changes unrelated to lab production.
• Fit, bite, margin, or shade concerns should be reported promptly.

4. Non-Refundable Situations

Refunds may not be available for issues caused by incomplete files, incorrect case instructions, inaccurate scans, prescription errors, clinical preparation concerns, or changes requested after production begins.

• Incorrect STL or scan files
• Missing implant component details
• Prescription or shade errors
• Changes after approval or manufacturing
• Clinical preparation or seating issues unrelated to production

5. Shipping and Delivery

Shipping charges are generally non-refundable once a case has shipped. Delivery delays caused by carriers, weather, holidays, or external events are outside of the lab’s control.

6. Digital File Responsibility

The submitting dental professional is responsible for reviewing all submitted files, design approvals, restoration details, materials, and case instructions before production begins.

Customers should maintain backup copies of all submitted digital files and case records.

7. Refund Review Process

Refund or remake requests are reviewed individually based on the specific case details, production stage, and supporting documentation provided.

Additional information may be requested before a decision is made, including photos, scans, returned restorations, or clinical notes.

8. Contacting the Lab

If you experience a case issue, contact the lab as soon as possible with the Case ID, restoration type, and a detailed explanation of the concern so the team can review the situation promptly.