Return & Exchange Policy (Remake & Credits)

At China Dental Labo, we recognize that dental restorations are custom-made medical devices tailored to a specific patient. Unlike generic retail products, they cannot be “returned” for resale. Therefore, our Return & Exchange Policy is structured around Remakes (Corrections) and Account Credits to ensure fairness for our US partners.

1. The “No-Return” Shipping Rule

To save time and shipping costs for our US clients, we generally do NOT require you to ship the defective restoration back to us.

Instead of a physical return, we accept “Digital Evidence”.

• Procedure: Simply email us high-resolution photos of the issue (e.g., the crown on the model showing the open margin, or the fractured piece).
• Exception: In rare complex cases (like large implant bridges), we may request the physical return of the models/work for a root-cause analysis. In this case, we will provide a shipping label.

2. Conditions for Remake (Exchange)

We will replace (remake) the restoration at no charge if the error originates from our lab.

Eligible for Free Remake:

• Fit Issues: Restoration does not seat on the die/model.
• Aesthetics: Wrong shade, wrong shape, or poor morphology compared to the prescription.
• Material Defects: Fracture, porosity, or chipping upon arrival.
• Administrative: Wrong item shipped (e.g., received Case A instead of Case B).

Non-Eligible for Free Remake (Billable):

• Change of Plan: You request a different material or design than originally prescribed (e.g., changing from Zirconia to E.max).
• New Impression: If you send a new impression/scan that is significantly different from the original one used for design.
• “Proceed as is”: If we flagged a potential issue (e.g., unclear margin) but were instructed to proceed, the remake is billable.

3. Refund & Store Credit Policy

Since labor and materials are consumed for every case, we do not offer cash refunds to credit cards or bank accounts.

However, if a case cannot be resolved or you choose to cancel a remake, we will issue a Store Credit.

• Credit Validity: Credits do not expire and will be automatically applied to your next monthly invoice.
• Processing Time: Credits are issued within 3 business days of claim approval.

4. Shipping Damage Policy

We take full responsibility for the safety of your package until it reaches your clinic.

• Inspection: Please inspect the package upon delivery by DHL/FedEx.
• Damaged Goods: If the box is crushed and the models/restorations are broken, take photos of the packaging AND the contents immediately.
• Resolution: Send the photos to chinadentaldesigns@gmail.com. We will reprint the models and remake the case immediately at no cost (Priority Rush Service).

5. Cancellation Policy

Due to our fast turnaround (24h for design, 3-4 days for production), cancellations must be timed correctly:

• Before Design/Production: Full cancellation allowed (No charge).
• During Design/Production: If the case is already milled or printed, a partial fee (50%) may apply to cover material costs.
• After Shipping: Full charge applies.

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Need to Request a Remake?

We make it easy. No forms to print. Just email us.