Refund & Cancellation Policy

This Refund and Cancellation Policy outlines the terms for case cancellations, remakes, quality issues, and refunds at Replica Dental Lab.

1. Case Cancellation Policy

1 Cancellation Before Fabrication Begins

If a case is cancelled BEFORE fabrication has commenced:

• Timeline: Cancellation must be requested within 24 hours of case submission
• Refund: 80% of advance payment will be refunded
• Deduction: 20% administrative charge for case processing and data handling

2 Cancellation After Fabrication Begins

If a case is cancelled AFTER fabrication has commenced (CAD design initiated or milling started):

• Timeline: Request must be made within 48 hours of fabrication start
• Refund: 50% of total case cost will be refunded
• Deduction: 50% charged for labor, materials, and machine time already invested

3 Cancellation After Completion

If a case is cancelled AFTER fabrication is complete:

• No Refund: Full payment is non-refundable
• Option: Case will be held for 30 days. After 30 days, it will be discarded
• Pickup: Client may arrange pickup of completed case or provide alternative instructions

2. Modification Requests

Modification requests (shade change, design alteration, material change) are treated as follows:

• Before Milling: Free modification (no additional charge)
• After Milling: Additional charge of 30-50% of original case cost for remilling
• After Glazing/Finishing: Full case cost charged for remake

3. Quality Issues and Defects

1 Manufacturing Defects

If a restoration has a manufacturing defect (poor fit, marginally adaptation failure, material defect), Replica Dental Lab will:

• Assess the defect within 5 business days of notification
• Provide a remade restoration at NO ADDITIONAL CHARGE
• Cover courier costs for defective return and remade case delivery
• Provide expedited turnaround on remake (typically 3-5 days)

2 Rejection Due to Preparation Errors

If rejection is due to inadequate tooth preparation, impression errors, or incorrect prescription transmission by the client:

• Remake charge: 50% of original case cost (client responsibility)
• Documentation: We will provide photographic and CAD evidence of the issue

4. Return Merchandise Authorization (RMA)

All returns for quality issues, remakes, or exchanges must follow this procedure:

1. Contact Replica Dental Lab within 5 days of receipt: replicadentallab@gmail.com or +91 9979877224
2. Provide photographs and detailed description of the issue
3. Receive RMA number and return instructions
4. Ship defective case back with RMA number clearly marked
5. Replica Dental will inspect and dispatch remade case within 5-10 business days

5. Warranty Period

Manufacturing warranty covers defects for 2 YEARS from dispatch:

• Warranty includes: Material defects, manufacturing flaws, fit issues due to lab error
• Warranty excludes: Clinical failures, patient allergies, normal wear and tear, improper cementation, adjustment errors by clinical staff
• Warranty applies only if case is properly stored, handled, and inserted per our instructions

6. Shipping and Handling

1 Shipping Responsibility

• Replica Dental ships at client’s request and cost
• Courier partner selected based on availability and route
• Risk of loss transfers to courier upon dispatch

2 Damage During Transit

Cases damaged during courier delivery:

• Client files claim with courier company
• Replica Dental will provide remake at cost (50% of original case cost) once courier liability is established
• Documentation: We provide invoice, photographs of packing, and dispatch evidence

7. Late Payment and Outstanding Balance

• Cases will NOT be dispatched until full payment is received
• Outstanding balance after 30 days incurs 1.5% monthly interest
• After 60 days unpaid: Cases may be discarded or resold at Replica Dental’s discretion
• Legal action may be initiated to recover outstanding amounts

8. Special Requests and Expedited Orders

Rush orders and expedited delivery carry specific terms:

• Rush surcharge: 30-50% of case cost for 24-48 hour turnaround
• Express delivery: Courier costs borne by client
• NO REFUND on rush orders if timeline is not met due to unforeseeable circumstances (material unavailability, equipment failure)

9. No Refunds Policy – Exceptions

The following are NON-REFUNDABLE:

• Completed cases picked up or dispatched without complaint
• Clinical failures or chairside adjustment issues
• Rush order surcharges
• Cases held beyond 30 days without pickup or delivery instructions

10. Dispute Resolution

For refund disputes or quality disagreements:

1. Submit written complaint within 7 days of issue discovery
2. Provide photographs, case number, and detailed description
3. Replica Dental will investigate and respond within 10 business days
4. If unresolved, escalate to mediation under Indian Arbitration and Conciliation Act, 1996