Dental Lab Return Policy & Exchange Terms for US Partners

At China Dental Design, we recognize that professional dental restorations are highly customized medical devices tailored to a specific patient’s unique clinical anatomy. Unlike generic retail products, they cannot simply be “returned” for resale. Therefore, our comprehensive Dental Lab Return Policy is strategically structured around Digital Remakes (Corrections) and Store Credits to ensure a fair, efficient, and cost-effective partnership for our US clients.

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1. The “No-Physical-Return” Shipping Rule

We deeply understand that international shipping from the USA to China is both slow and expensive. To actively protect your profit margins and speed up the clinical resolution process, we generally do NOT require you to ship the defective restoration back to our facility.

Instead of a burdensome physical return process, we utilize an efficient “Digital Evidence Verification” protocol:

• Standard Procedure: Simply email us high-resolution photos or a short video demonstrating the clinical issue (e.g., the crown seated on the master model showing an open margin, or a clear image of the fractured unit).
• Rare Exceptions: In highly complex cases (such as full-arch implant bridges with severe passive fit issues), we may request the physical return of the models and framework for a thorough root-cause analysis. In these rare instances, we will provide a prepaid shipping label.

2. Conditions for Remake (Exchange)

We proudly stand behind our digital engineering and physical manufacturing. We will replace or remake the restoration at no additional charge if the root error originates from our laboratory.

3. Refund & Store Credit Policy

Because highly specialized labor and premium FDA-compliant materials are consumed for every single case, we do not offer cash refunds to credit cards or bank accounts under this Dental Lab Return Policy.

However, if a case simply cannot be resolved clinically, or if you choose to cancel a remake entirely, we will issue a complete Store Credit to your B2B account.

• Credit Validity: Store credits never expire and will be automatically applied to your next monthly invoice.
• Processing Time: Credits are audited and issued within 3 business days of claim approval.

4. Global Shipping Damage Policy

We take 100% financial responsibility for the safety of your package from our facility in China until it reaches your US clinic or lab.

• Immediate Inspection: Please inspect the package immediately upon delivery by DHL, FedEx, or UPS.
• Document Damaged Goods: If the logistics box is crushed and the 3D models or restorations are broken, take clear photos of both the external packaging AND the damaged contents immediately.
• Swift Resolution: Send the photos to our support team. We will reprint the models and re-mill the case immediately at absolutely no cost to you, utilizing our Priority Rush Service.

5. Order Cancellation Policy

Due to our hyper-fast turnaround times (24 hours for digital design, 3-4 days for physical production), order cancellations must be timed accurately:

• Before Design/Production: Full cancellation is allowed with absolutely no charge.
• During Design/Production: If the CAD design is finished or the case is already being milled/printed, a partial fee (up to 50%) will apply to cover the consumed labor and material costs.
• After Shipping: Once the package is with the courier, the full invoice charge applies.