Refund & Remake Policy

If a restoration doesn’t fit or doesn’t match the prescription because of something we did, we will fix it. This policy is part of our Terms of Service.

We remake a case at no charge when it fails to meet the prescription, and you tell us within 90 days of the delivery date. Examples of lab error include margins that don’t match the scan or model, a shade that doesn’t match the prescription, the wrong tooth number or material, and a fracture during normal seating.

There is no limit on the number of free remakes per case. After 90 days, contact us and we’ll review the case; any remake or credit after that window is at our discretion.

Minor adjustments to a lab-made restoration (for example, contacts or occlusion) are done at no charge within 30 days of delivery. Send the case back with a note describing what needs to change.

If we find a problem with an impression or scan, we’ll ask you for a new one before we make the case. If you ask us to go ahead with the original, you agree to pay the regular price for any remake it leads to.

Remakes and adjustments may also be charged at the regular price when the cause is outside our control, such as:

• Inaccurate, distorted or incomplete impressions or scans, or bite records that don't reflect the patient.
• Prescription errors, or design changes the doctor requests after approving the design.
• Changes in the patient's mouth after the records were taken (for example, tooth movement, new preparation, tissue changes).
• Damage from adjustments or modifications made outside our lab, or from patient trauma or misuse.
• Shade or esthetic changes requested after try-in when the result matches the prescription.

We will tell you before starting any chargeable remake.

• Add a note on the case in the practice portal describing the problem, or contact us at info@customdentallabs.com or (714) 893-0129.
• Include the case number, what you found, and photos where helpful.
• Send any new scan or impression we request, and return the original restoration if we ask for it. We provide a prepaid return label.
• We will review the case and let you know within 2 business days whether the remake is covered.

Our usual remedy is a remake or adjustment. When a remake isn’t possible or appropriate, we may issue an account credit toward future cases or a refund, at our discretion. Credits don’t expire. We refund instead of crediting when your practice has overpaid or is closing its account.

Refunds go back to the original payment method. Card refunds are processed through Stripe and usually appear on your statement within 5–10 business days, depending on your bank. ACH refunds can take longer to settle. We don’t accept returns; instead we remake or repair the case. A case cancelled after we’ve made it is billed at the full price.

If you think an invoice or charge is wrong, contact us at info@customdentallabs.com before the invoice is due (30 days from the invoice date) and before disputing it with your bank or card issuer. Most problems can be fixed quickly. If a chargeback is filed, we may pause new cases on the account while it is resolved.

Custom Dental Lab LLC
18456 Ward Street, Fountain Valley, CA 92708
Email: info@customdentallabs.com · Phone: (714) 893-0129

See also our Privacy Policy.