Scope
This policy applies to all fixed and removable dental restorations fabricated by the laboratory, including but not limited to crowns, bridges, dentures, partials and implant restorations.
Remake Eligibility
A remake may be considered when one or more of the following conditions apply:
- Manufacturing defects attributable to the laboratory
- Incorrect fabrication that does not follow the written prescription
- Material defects or failures within the warranty period
- Damage during shipping caused by the laboratory or carrier.
Non-Eligible Remakes
Remakes will not be covered under this policy in the following situations:
- Inadequate or inaccurate impressions, scans, bite registrations, or models
- Incorrect implant information
- Insufficient tooth reduction or improper preparation
- Changes to the original prescription after fabrication
- Patient-related issues (e.g., changes in occlusion, noncompliance, poor oral hygiene)
- Shade changes after delivery due to lighting differences or patient preference
- Damage caused by the dental office or the patient after delivery
Required Documentation
To process a remake request, the following must be provided:
- Completed remake request form or written explanation
- Original case number
- Return of the original restoration (unless otherwise approved)
- Updated impressions, scans, bite records, or photographs if applicable
Fees and Charges
- Laboratory error: Remake at no charge
- Clinical or prescription-related issues: Partial or full remake fee may apply
- Design changes or upgrades: Additional charges will apply
The laboratory reserves the right to determine responsibility based on case review.
Shipping
- Return shipping costs may apply unless the remake is due to laboratory error
- The laboratory is not responsible for restorations damaged during return shipment without proper packaging
Warranty
- The laboratory provides a warranty of 1 year against manufacturing defects
- Warranty does not cover failures related to clinical conditions or patient factors