Warranty, Remake, Cancellation & Rejected Cases Policy

By using Modern Dental Laboratory Singapore (MDSG), you have agreed to the following terms and conditions.

Warranty

This warranty does not cover misuse, accidents, modifications, or normal wear and tear. All temporary restorations are not qualified for warranty.

All standard products: 1 year against defects in materials and craftsmanship

Ortho appliances, bruxism guards & snore guards: 3 – 6 months subject to normal wear and tear under proper usage

Remake Policy

This warranty does not cover misuse, accidents, modifications, or normal wear and tear.

  • All eligible remakes will be provided at no charge, provided the original case materials (including models, impressions, and the failed restoration) are returned to the lab for review.
  • Supporting evidence (e.g., photo or video) is compulsory. Failure to provide sufficient evidence will result in the case being treated as a chargeable remake.
  • If the original work is not returned, or is returned late, the case will be treated as a new order and charged in full.

Remake Policy Exceptions (Not Eligible for Free Remake)

The following cases are not eligible for a free remake. A 50% workmanship fee will be applied, and material costs will be charged in full. Details are as follows:

  • Doctor approves proceeding despite concerns about the die, margin, or impression.
  • Doctor approves trimming of the die due to lack of clearance, undercut, lack of parallelism, or other similar issues.
  • Metal try-in was approved and returned for completion, but bite discrepancy exists.
  • Immediate extraction/pontic without sufficient healing time.
  • Doctor instructs the lab to complete the case without a try-in, even if a try-in was recommended by the lab.
  • Tooth re-prepared or oral condition has changed.
  • Shade change or correction request.
  • Change of design or clinical requirement after initial submission.
  • Crown placed under an existing partial denture.
  • Normal wear or discolouration of denture base/denture teeth.
  • Temporary restorations (e.g., immediate denture, temporary crown).
  • No new impression is provided; adjustments made only by trimming stone models or bracket removal from models.

Cancellation Policy

  • Once production starts, any request for case cancellation will be subject to a charge by the lab.
  • If the clinic declines a remake and chooses to cancel the case, a full charge of the total case fee will be applied.
  • Any case that remains on hold for more than 2 months will be cancelled automatically and charged accordingly.

Rejected Cases

  • MDSG does not support full refunds for completed cases, even if the restoration is deemed not fitting.
  • In such cases, we can proceed with a remake (subject to eligibility under the Remake Policy). If the clinic does not wish to proceed with a remake and cancels the case, a full charge of the total case fee will be applied.

Other Terms

  • The lab will not compensate for chairside time or adjustments carried out by the doctor.
  • No compensation will be given if remakes are done outside MDSG or by another lab.