Return & Replacement Policy
RETURN AND REPLACEMENT POLICY
TERMS AND CONDITIONS
PLEASE READ CAREFULLY
We, Dentcare Dental Lab Private Limited (“Dentcare”), provide you with TERMS AND CONDITIONS for Work Return, Repair and Replacement Policy, which is regulated by the Quality Management System consisting of ISO 9001:2015, ISO14001:2015, BS OHSAS 45001:2018, ISO 13485:2016, ISMS 27001: 2013 and US FDA (Certificate No 3001 190118). Dentcare products are also registered with Central Drugs Standard Control Organization (CDSCO), under Directorate General of Health Services in the Ministry of Health & Family Welfare with CDSCO License No. MFG/MD/2022/000426 for Dental Crowns, Aligners and DMLS & Nova.
General terms –
Any dispute or discrepancy noticed with regard to the cost or quantity of items as per the invoice has to be communicated within 7 days from receipt of the invoice.
No changes/modification/amendment to the original invoice will be entertained after the return/exchange period of 7 days.
Any change request after or in between the manufacturing process shall attract additional charges.
All orders are processed at Dentist’s own risk (i.e. insufficient clearance, distorted model, etc.) will be automatically devoid of warranty and will be 100% chargeable if repeated.
Order once placed cannot be cancelled. However, in case of manufacturing defect, the same will be repaired/repeat the work against surrender of old work/old models, original invoice and warranty card/authenticity card within 7 days from the date of the receipt of goods.
In cases where model complaints are identified by the lab and the Doctor is informed about the same but insist to fabricate the prostheses, in such cases, the entire cost of fabrication shall be borne by the Dentist.
Patient cannot claim warranty for any sort of prostheses upgradation.
By fixing the Dentcare prostheses to the patient, the dentist confirms and submits and takes full responsibility that all clinical requirements as per his/her instructions have been fulfilled and that all the prostheses-related instructions as per the Information for Usage (IFU) has been communicated to the patient.
Fit/adaptation/seating, extensions, occlusion, contact and all parameter related to fabrication of a prosthesis can be assured only on basis of dental cast/model.
The shade of the final prosthesis and the stump shade (for metal free prosthesis) with reference to the Shade guide used (Vita Classical, Vita 3D Master, etc.) must be mentioned by the Dentist in the instruction slip. DentCare will endeavour to match the shade as per the shade given but shall not be responsible for clinical shade match. Shade matching is dependent on the work type, stump discolouration, clearance, luting cement used, etc.
Urgent orders may be charged @ 10% extra. Fabrication time depends on prosthesis type and number of units.
Non-Conforming Products
Product that does not conform to requirements is identified and controlled to prevent its unintended use or delivery. This system is planned to ensure that the nonconforming products or components are not used in finished products or delivered to customers. This is ensured by taking action to eliminate the detected nonconformity.
Records of the nature of the non-conformities and any subsequent action taken, including the evaluation and any investigation and the rationale for decisions shall be maintained.
Before Delivery :
The organization deals with the non-conforming outputs in one or more of the following ways:
a) Correction
b) Segregation, containment, return or suspension of provision of products
c) Release or acceptance under concession
Conformity to the requirement is verified when non-conforming outputs are corrected.
DentCare ensures that non-conforming product is accepted by concession only if justification is provided, approval is obtained and the identity of the person authorizing the concession is maintained.
After Delivery :
When non-conforming product is detected after delivery or use has started, the organization ensures to take actions appropriate to the effects, or potential effects, of the non-conformity. The product will be returned and reworked or corrected accordingly.
DentCare has documented procedure for issuing advisory notices in accordance with applicable regulatory requirements. Records of actions relating to issuance of advisory notices shall be maintained.
Rework
If product needs to be reworked (one or more times), the organization documents the rework process in a work instruction that has undergone the same authorization and approval procedure as the original work instruction. Prior to authorization and approval of the work instruction, a determination of any adverse effect of the rework upon product is made and documented.
After the completion of rework, product is verified to ensure it meets applicable acceptance criteria and regulatory requirements. Records of rework are maintained.
Preventive Action
The company takes appropriate action to eliminate potential causes of nonconformity to prevent their occurrence. In-charges analyze their existing processes, procedures and records annually to ascertain their effectiveness and take on quality improvement programs or quality objectives in order to prevent occurrence of nonconformance by modifying the processes and procedures. Actions taken /contemplated are reported for management review.
The preventive action system includes processes for:
a) Determining potential non-conformities and their causes
b) Evaluating the need for action to prevent occurrence of non-conformities
c) Determining and implementing action needed
d) Recording the results of actions taken, of any investigation
e) Reviewing effectiveness of the preventive action taken
Products purchased by international customers are not eligible for returns.
Concerns or Queries:
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