Dental Lab Remake and Warranty Policy

TL;DR

  • Every restoration Khai Nguyen Dental Lab ships is covered by a written warranty. The term runs from 6 months to 15 years depending on the product line, and the exact term for your case is printed on the warranty card that ships in the box.
  • If a restoration cracks, fractures or breaks in normal use after it has been permanently placed, we remake it.
  • To claim, return the restoration together with the warranty card issued for that case.
  • Damage caused by accidents, misuse or handling during try-in and adjustment is not covered.

This page sets out the remake and warranty terms in plain language for dentists and laboratories who send us cases. The full customer terms, including ordering, delivery and payment, are on our policies page, which remains the authoritative version.

What the warranty covers

The warranty applies to manufacturing outcomes, not to what happens to a restoration after it leaves our control. Two conditions have to be met:

  • The restoration cracks, fractures or breaks during use after it has been permanently placed in the patient’s mouth.
  • The warranty card was issued by Khai Nguyen Dental Lab for that case and the case is still inside its warranty period.

Every case ships sealed, with the warranty card and the case documentation inside the box. Keep the card: it is how we look the case up, and it carries the warranty term for that specific product line.

What the warranty does not cover

Five situations fall outside the warranty:

  • Restorations cracked, fractured or broken because the patient fell or had an accident.
  • Restorations damaged through misuse, for example biting hard objects, or the patient removing the restoration themselves.
  • Restorations cracked or broken because they were dropped or knocked while being adjusted or fitted in the mouth.
  • Warranty cards not issued by Khai Nguyen Dental Lab, or cards too damaged or scratched to be read.
  • Cases past the warranty period.

The third point is the one dentists ask about most often. A crown that fractures on the bench during try-in is a handling event, not a material or manufacturing failure, and it is treated differently from a unit that fails in function months later. Tell us what happened and we will quote the remake rather than decline the conversation.

How long the warranty runs

The term depends on the product line and ranges from 6 months to 15 years. Simple appliances and provisional work sit at the short end; monolithic zirconia and implant-supported work sit at the long end. Because the term differs by product, we print it on the card for each case rather than publishing a single number that would be wrong for most of our range.

If you need the term for a specific material before you place a case, ask us and we will confirm it in writing with the quotation.

How to request a remake

  1. Tell us what happened. Email cs@khainguyenlab.vn or message the technician on your case with the case number from the warranty card, the tooth number and a short description. Photographs of the failure help us reach the right conclusion faster.
  2. Return the restoration and the card. Warranty service needs the physical unit back, together with the warranty card issued for that case. If the case was digital, send the original scan again or tell us to reuse the file we hold.
  3. We assess it. The unit goes back to the technician who made it and to quality control. We look at fracture surfaces, thickness at the failure point, and the prescription we worked from.
  4. We remake or we explain. If it is covered, we remake the unit and ship it back. If it is not covered, we tell you which of the exclusions above applies and quote the remake instead.

What helps us reach the right answer

Most disputed remakes come down to missing information rather than disagreement. Three things make the assessment straightforward:

  • The original prescription. We keep our copy, but if you changed the plan by phone or chat, tell us.
  • Photographs. Both the fitted restoration and the failure. Intraoral and on the model if you still have it.
  • The preparation. If occlusal clearance was below the minimum for the material, that shows in the fracture pattern and it changes the answer. We would rather flag it before production, which is why we review margins and clearance on every incoming case.

How remakes are tracked

Remakes are recorded against the case, the technician and the material batch under our quality management system, which is certified to ISO 13485:2016. That traceability is the reason we can tell you, months later, which zirconia disc a unit came from and who finished it. It is also how we find patterns: a repeated failure on one product line is a production problem, and it gets fixed at the process rather than one case at a time.

If you are evaluating us against another laboratory, ask both for this. A lab that cannot trace a restoration back to a batch cannot tell you why a unit failed.

Before your first case

A warranty is only as useful as the conversation around it. Two suggestions:

Questions about a specific case? Contact our team or start through the ordering process. Related reading: is outsourcing dental lab work safe, dental lab outsourcing FAQ and what dentists should expect to pay a Vietnam dental lab.