Terms and conditions of use
Custom Made Dental Appliances
The following terms and conditions shall apply to all trading between Smile Dental Lab (‘SDL’), whose registered office is at the offices of 6 Foxberry House, Crown Alley, London, SE9 5DG, United Kingdom, and the dentist or laboratory or any other customer (‘client’) with regards to custom made dental appliances (‘dental appliance’, ‘work’, ‘product’) from Smile Dental Lab. The dental patient is not considered a party to the agreement between client and Smile Dental Lab.
The Client is fully aware that all dental appliances are made in China and that no production will take place in the UK. The work will be signed off by a GDC registered dental technician to ensure the quality of the product. The responsibility lies with the client to inform patients of the origin of the dental appliance and also provide data sheets if needed.
Guarantee
All dental products created by Smile Dental Lab carry a full guarantee. This guarantee is your assurance that quality materials have been used during the manufacturing process and that our carefully designed production process has been followed.
Please see below our guarantee:
Economy:
Crowns and bridges 6 months
Veneers 6 months
Removables At SDL’s discretion
Private:
Crowns and bridges 1 Year
Veneers 1 Year
Removables At SDL’s discretion
If within the guarantee period the product proves defective in circumstances of normal use, a replacement will be provided free of charge. The guarantee does not cover any defect arising from incorrect prescription or fitting.
The guarantee becomes null and void if patient does not receive their regular dental check-up or in case of restoration failure due to oral health problems. Damage caused by physical trauma or impact (for instance due to high risk sports) is specifically excluded from our product guarantees.
Smile Dental Lab reserve the right to refuse a guarantee where we believe that the requested product may not last the guarantee period due to its particular circumstances. If instructed to continue with these cases, we will do so. However, in the event that any prescribed work fails, the client will pay Smile Dental Lab in full for the work supplied.
Product Liability
Appliances are constructed to the prescription of the client. By fitting an appliance the client accepts that Smile Dental Lab has produced the appliance to the specification and satisfaction of client.
SDL cannot guarantee any dental appliance which is based on a faulty model. If, when casting the models, SDL feels that the quality of the impression is not good enough to continue the work, SDL will inform the client to discuss possible solutions via telephone or email. A new impression may be needed and – if so - remakes as a result of carrying on with the work by client, using the faulty impression, will result in new charges being applied.
SDL endeavours to interpret and follow client’s instructions correctly. If, however, a mistake is made, SDL will rectify the situation free of charge as quickly as production processes allow. SDL will not compensate dentist’s fees, consequential losses or expenses of any kind.
The client is responsible for any additional costs or charges incurred through changing instructions or delivery dates after the work has been sent to SDL.
SDL is not liable for any choking hazard caused by any manufactured dental appliance, due to faulty prescription, poor fitting or misuse.
Specific returns and remake policy
Client may return the work for a remake when the work does not meet the standard SDL has guaranteed to deliver. If this occurs, the work should be returned within 14 working days after the invoicing date. Client allows SDL 14 working days after receipt of the returned dental appliance, to remake the work. If – after remake - the quality of the work still does not meet the guaranteed standard, the work may be returned within 14 days after the invoicing date for a refund which will be processed upon receipt of the returned work.
Any work returned for remake where the shade is different to the original order, will incur extra cost. Any work returned with differences in the prescription will incur extra charges.
When returning work containing precious or semi-precious alloys, SDL will charge for 20 % of the original alloy cost incurred. (Please note that this is excluding the cost incurred due to loss of product during the manufacturing process.)
A dental appliance that fits the master model poured from the original impression supplied by client and which is created to the specifications on the prescription of client, but subsequently has to be remade, is not considered a remake.
Staged cases
When the end product of a case is built up using production / products in steps or stages, the fit is assessed immediately after each production stage. Consequently it is client’s responsibility to asses the fit of the separate products after each separate production stage, and not only at the time the end product is finished. Any remake requests done after acceptance of a product at any stage, cannot be considered a remake and will be charged for in full.
Each production stage / product will be billed separately. Each separate invoice should be paid in full for each stage, in accordance with our conditions for financial settlement as described below.
Alloy
Client will be charged for any loss of precious or semi-precious alloy during the production process, with a maximum of 25%. (Please note this is excluding the possible extra cost incurred in case of a remake).
Gold will be charged at its gross weight and will vary with the current market price for gold. Alloy is charged at the rate on the day of casting. SDL cannot give an estimation of the expected cost as this cannot be guaranteed.
Transport
SDL offers 3 different types of transport for client’s work these may vary depending upon the client’s location and at the discretion of SDL. Your work will be delivered back to you 14 days after you request the pickup date. Please note that the pickup date cannot be the same working day as the order is placed. The pickup will take place on a working day. The 14 day turn around does not exclude weekends and is equal to 10 working days Monday to Friday.
Sending to SDL
Within the UK Upon completion of an order the client will be asked to select a pickup date. This should be in accordance with the above instructions. SDL will then send a courier to collect the work from you. This will encounter a charge, 1-9 cases will be charged at £6.00. 10+ cases will be charge at £8.00. These prices can change without prior notice and at the discretion of SDL.
Outside of the UK Upon completion of an order the client will be asked to select a pickup date. This should be in accordance with the above instructions. SDL will arrange for UPS to collect the work from the client. The UPS charge will be £45.00 and charged to the clients account when the order is placed. These prices can change without prior notice and at the discretion of SDL.
Any client based in the UK that requests pick up from UPS will be liable for all charges incurred to SDL unless using the clients own UPS account.
Alternately the client post cases directly to SDL. This should be sent to: SDL, 79 Addiscombe Road, East Croydon, Surrey, CR0 6SE.
SDL returning work to the client
Within the UK SDL will use an independent courier to deliver the work back to the client. SDL will strive to deliver the work to the client within 14 days. At SDL’s discretion SDL may use Royal Mail to return work on a next day guarantee. SDL will pay all fees for the returning of work to the client.
Outside of the UK SDL will use UPS for any client’s deliveries outside of the UK. SDL will pay all fees for the returning of work to the client.
Client may indicate the type of delivery and SDL will endeavour to accommodate the delivery method of choice.
If SDL is responsible for the loss or damage of a product, this responsibility will not exceed to more than the actual value of the product.
In case of loss or damage by Royal Mail, client will allow for 15 working days after the product was sent out for delivery, before the work is being remade. Another 15 working days should be allowed to remake the work.
SDL endeavours to deliver work on or before the delivery date specified by client as long as this allows up 14 days. If, however, for any reason this has not been possible, SDL will not compensate dentist’s fees, consequential losses or expenses of any kind. You will be made aware by email of telephone of any delays.
Rushed cases
SDL understands that the client may from time to time require a rushed case. SDL will do its best to accommodate the client’s needs. Rushed cases will be classed as any date the client selects for a return date under the required 14 days needed by SDL. This will be charge at 15% extra of the works total invoicing value and payable upon placement of the order.
Financial Settlement
Statements are available on the SDL website under the clients log in. The Dental Practice, where the dentist issuing the prescription is hired, is held responsible for payment. However, SDL may hold the dentist, issuing the prescription, responsible for payment at its discretion.
All accounts must be paid upon placement of an order; these can be paid by card or by PayPal. Any product that has been placed onto the system will become chargeable unless it is removed from the system by the client before completing and confirming the order.
