PFD Digital Lab warrants that all custom dental restorations and appliances are made according to your requirements as specified by your paper or digital prescription, and fits the cast provided by your impression or digital impression. We are here to be your partner in delivering successful outcomes for your patients. Our overall remake rate for year end 2022 was 1.2%, well below the national average of 3.8%[1]. Our objective is to determine the causes of failed work, and to develop an environment where the result is reducing those occurrences.

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PFD Digital Lab will remake a case at no charge, subject to the request being made within thirty-days of the invoice date, and with the return of the original restoration or appliance, model and impression (if applicable), and all other original materials used for fabrication. Remake requests made without the return of the abovementioned materials will be charged at 50% of the listed price. 

 

The cost for fabricating a custom made dental appliance cannot be refunded in cash, or similar instrument, if already paid for in a previous statement period. A credit may be issued by PFD Digital Lab directly to a customer’s account when cases do not meet our standards for quality, function and aesthetics. Accepted credit requests on a case in a current statement period will result in the invoice being voided, resulting in no charge. Any credit balance on an account must be used for lab services within sixty days from the date of issuance. We reserve the right to require a case to be remade, before issuing a credit to a customer's account. We reserve the right to refuse a remake request when certain factors have been determined to contribute wholly, or in part, to the placement failure, if said factor(s) have not been rectified with the new re-make impression or digital impression.

 

We reserve the right to charge for remake work and decline credit requests under the following circumstances:

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• We requested a new impression or digital impression due to concerns about the quality of the initial impression, but were instructed by the doctor or doctor's staff to proceed with the original impression.

• The doctor or doctor's staff trimmed or digitally marked the die, resulting in an open margin.

• Bridges were requested to be fabricated before the pontic unit(s) had been extracted or allowed sufficient healing time.

• The doctor or doctor's staff instructed us to adjust the opposing teeth due to lack of clearance, or to adjust the abutment(s) due to lack of clearance, lack of parallelism, or an undercut.

• The remake case calls for a shade different from the original.

• The restorative design was approved by the patient and/or provider prior to delivery, but upon delivery, the design was refused.

• The treatment plan changed due to circumstances beyond our control.

• The patient left the practice or is otherwise unable to have the delivered case placed.

• Any other circumstances beyond our control where we have fulfilled our obligations as described above.