Lab Policies

1. Case Acceptance

We reserve the right to decline any order for goods or services.

Any instructions received from the Customer shall constitute acceptance of these terms.

All restorations must be fitted by a licensed dentist.

 

2. Price and Payment

Prices are set out in the current price list provided by Dental Ceramic Design.

Statements are issued at the end of each calendar month.

All accounts are strictly net 30 days from the invoice date.

Queries on invoices must be raised as soon as possible.

Payment methods: bank transfer, cheque, or credit card.

We reserve the right to withhold casework on overdue accounts.

Accounts more than 90 days overdue may be referred to debt collection/legal action, with all recovery costs charged to the Customer.

All goods remain the property of Dental Ceramic Design until paid in full.

 

3. Sending Work

All case submissions must be accompanied by a fully completed laboratory prescription docket, marked clearly as NHS or Private where applicable.

 

4. Collection and Delivery

A daily courier service is available for collection and delivery.

Customers must ensure casework is securely packaged for safe transit.

We do not accept responsibility for work damaged, delayed, or lost in transit to the laboratory.

We take responsibility for safe return of casework back to the Customer’s business address.

Delivery times cannot be guaranteed; we recommend requested finish dates are set at least 1 day before the patient’s appointment.

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5. Turnaround Times

Typical turnaround is 5–10 in-lab working days, depending on the product.

Delays may occur if further information, new impressions, or clarification is required.

Additional time may be needed for complex cases, technical queries, or when photographs are requested.

 

6. Medical Advice Disclaimer

Discussions with our technicians are limited to the manufacture, delivery, and properties of the product.

The prescribing dentist is solely responsible for determining the suitability of the appliance for their patient.

We accept no liability for damages or claims made by patients of the Customer.

 

7. Warranty & Guarantee

1-year warranty from date of dispatch for: Private fixed crown and bridge restorations and private removable restorations.

30 day warranty from date of dispatch for: NHS fixed crown and bridge restorations and private removable restorations.

Appliances are guaranteed to be free from defects in materials and workmanship and to fit the model provided.

Warranty is void for removable prosthetics supplied without a try-in/setup stage.

The original restoration must be returned for inspection to validate warranty claims.

Warranties do not cover: Cash refunds, Clinical costs (e.g., fitting, removal, adjustments) Damage caused by accident, neglect, misuse, poor oral hygiene, or unsuitable tooth/tissue support. Restorations fabricated in part or wholly by another laboratory

 

8. Remakes Policy

Remakes are carried out free of charge if:

• The original impression is accurate and returned

• The error is due to our manufacturing process

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Remakes may be charged (partially or fully) if:

• Shade, material, or prescription is changed from the original order

• The original work/appliance is not returned

• The reason for remake is not provided

• A remake is requested more than 30 days after invoice date

• If we recommend a new impression but are instructed to proceed without it, the warranty is void and remakes will be chargeable.

• The Customer is responsible for all additional costs resulting from prescription changes.

• By fitting the appliance, the Customer confirms satisfaction with the specification provided.

 

9. Liability

Our liability is limited strictly to the repair or replacement of the product in line with the original specification. We are not liable for consequential losses, dentist’s fees, or patient-related costs.