Remake Policy
Remake policy.
Ceramic Lab will remake a restoration at no charge where the issue is confirmed to be due to laboratory error.
Covered by Ceramic Lab
- Manufacturing errors confirmed by the laboratory
- Incorrect material or product where records were clear
- Design errors where the submitted records were accurate and complete
Not covered
- Incorrect or incomplete records submitted by the clinic
- Poor scan or impression quality
- Unclear or open margins
- Inaccurate bite registration
- Insufficient occlusal clearance
- Incorrect shade selection by the clinic
- Patient-requested changes after manufacture
- Clinical changes made after the case was manufactured
- Incorrect implant component information submitted
- Chairside modification after delivery
Shade and aesthetic concerns
Shade and aesthetic outcomes depend heavily on the quality of records provided. Photos, shade tabs and written shade instructions are essential for aesthetic cases. Ceramic Lab will review aesthetic issues on a case-by-case basis. Remakes will not be covered where the submitted shade or aesthetic records were insufficient or unclear.
Implant component information
Implant cases require accurate implant system, scan body type and component preference information. Remakes arising from incorrect component information submitted by the clinic are not covered.
How to submit an issue
If you believe there is a laboratory error with a completed case, please use the Existing Case Support form. Select "Remake / issue" as the issue type and provide complete case details and photos.
Submit an Issue