Warranty & remakes
If it is our fault, it is our cost. Stated plainly, in advance.
Most laboratories bury this in dense prose at the bottom of a terms page, where you find it after a failure rather than before you send a case. Here is the whole policy: the term against every product we make, what a remake covers, and — set out just as plainly — what it does not.
- 7terms
- Lifetime to 90 days
- 1day
- To answer a claim
- 0forms
- No claims process
- 2ways
- Freight paid both directions
The terms
Every product, and the term that sits behind it.
| Term | Duration | Covers |
|---|---|---|
| Lifetime | For the life of the restoration |
|
| 7 years | 84 months |
|
| 5 years | 60 months |
|
| 3 years | 36 months |
|
| 1 year | 12 months |
|
| 6 months | 6 months |
|
| 90 days | 3 months |
|
Where a case combines products — a milled titanium bar carrying a monolithic zirconia arch, for instance — each component carries its own term. The case record names both, so there is no argument later about which applies.
This schedule covers every restorative class we make, including work we are still agreeing rates for. It is the term that applies the day a product can be ordered — it is not a claim that every line is orderable today. A few items are deliberately outside it: design files, wax-ups and smile designs are digital deliverables rather than restorations, and relines and repairs carry the remaining term of the work they were performed on. What your account can order now is on the catalogue, and what it costs is on your rate card in the portal. How pricing works.
The line
Both columns, the same size, on the same page.
Remade at our cost
What is covered
- A restoration that does not seat on a case we approved into production
- Fracture, chipping or debonding within the warranty term under normal function
- A shade that does not match the prescription we were given
- Any deviation from the approved design
- Material or manufacturing defect of any kind
Covered remakes include return shipping and re-delivery, anywhere in the US, and enter production ahead of new work.
Chargeable
What is not
- Cases where we flagged a scan problem and the practice instructed us to proceed anyway
- A change to the prescription, shade or treatment plan after production began
- Damage occurring during or after seating, adjustment or occlusal equilibration
- Loss of the restoration, or failure of the underlying tooth or implant
- Cases where the original restoration is not returned to us
A chargeable remake is quoted at your account’s rate for that restoration before any work starts. There is no separate remake tariff.
When something goes wrong
Four promises, and the reason each one is possible.
01
Remakes get priority, not the back of the queue
A warranty remake enters production ahead of new work, on the same day it is authorised.
02
We pay the freight both ways
Return shipping and re-delivery on a covered remake are ours, anywhere in the US.
03
One decision, made quickly
Remake claims are answered within one working day. No claims process, no forms, no escalation ladder.
04
The evidence already exists
Your case timeline holds the scans we received, the review decision we made and the QC photographs we took. Disputes are resolved by looking, not by arguing.
How to raise one
Open the case in your dashboard and say what happened.
The scans we received, the review decision we made and the QC photographs we took are already on the case. There is no form to complete and no escalation ladder to climb — a decision comes back within one working day.
The other half of the argument
A warranty is only meaningful if you can read it before you send a case.
This one is published in full, exclusions included. The pricing page carries every product in the catalogue with its bench time and whether our bench has quoted it, so you know what you can order before you ask what it costs.