Refund Policy

Refund Policy

OVERVIEW

Purchasing a custom-made dental appliance from Dental Lab Direct is not like purchasing an off-the -shelf product from a retailer. As with any company that creates a truly custom-made product we can never recoup the amount of work we put into your appliance. Please remember we are not designing your appliance to your mouth but a dental impression made by you. If the appliance you received is not fitting correctly this is because it was made from an inaccurate impression and NOT faulty craftsmanship.  We are happy to always work with our customers and will try our best to meet your expectations. We put our hearts into making quality dental products and aren’t satisfied until you are.

REFUNDS

A custom dental appliance can be returned for a partial refund within 60 days of receiving the final product. A fifty percent (50%) service charge, expedited shipping costs and any applicable taxes will be withdrawn from your purchase price. Once your return is received and inspected, we will send an email to notify you that we have received your returned item. The product cannot show any heavy signs of wear or damage. When your refund is processed, a credit will be automatically applied to your original credit card or original method of payment within 5-10 days.

NON-RETURNABLE ITEMS

Impression kits, impression putty and impression trays are non-refundable items due to their hygienic nature. All other accessories have a 30 day return policy from the purchase date. A 10% restocking fee, shipping and sales tax will be withdrawn from your original purchase price.

APPLIANCE ADJUSTMENT’S AND REDO’S

We are happy to make FREE adjustments to your appliance within the 60 day warranty timeframe. Just contact our customer support by email [email protected] to discuss how we can make it right. 

If a complete redo of the appliance is required we will ship out another impression set to you at no charge. You will then retake your impresion and send back both the new impression and non-fitting appliance.PLEASE NOTE when you choose to proceed with a second redo your appliance will no longer be eligible for a return.

SHIPPING RETURNS

To return your product, mail to:

Dental Lab Direct
4145 W. Peterson Ave. 2nd fl
Chicago, IL. 60646

You will be responsible for paying for your own shipping costs for returning your item. If you are returning a more expensive item, you may consider using a trackable shipping service or purchasing shipping insurance. Be sure to create a packing slip click here and include your name, order number and the reason for the return. 

NEED HELP?

Contact us at [email protected] for questions related to refunds and returns.