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Refund Policy

1. Introduction

This Refund & Returns Policy outlines the terms under which Sakura Dental Lab (“we”, “us”, “our”) provides refunds, remakes, or adjustments for dental laboratory work supplied to clinicians and dental practices.

All products supplied are custom-made medical devices manufactured to prescription and are intended for professional use only.

2. Custom-Made Devices

In accordance with the Consumer Contracts Regulations 2013, custom-made goods are generally exempt from cancellation and refund rights.

As all restorations (including crowns, bridges, dentures, and appliances) are made to individual specifications:

  • Orders cannot be cancelled once production has begun

  • Completed work is non-refundable, except in cases outlined below

3. Remakes and Adjustments

We are committed to quality and will offer remakes or adjustments under the following conditions:

Eligible for Remake:

  • Manufacturing defects

  • Failure to meet the prescription provided

  • Material faults

Conditions:

  • The case must be returned within [X days, e.g., 7–14 days] of receipt

  • Full details of the issue must be provided

  • Original work must be returned where applicable

We reserve the right to inspect all returned work before approving a remake.

4. Non-Eligible Cases

We do not offer refunds or free remakes in cases involving:

  • Incorrect impressions or scans supplied

  • Inaccurate bite registration

  • Prescription errors from the clinician

  • Changes requested after production has begun

  • Normal wear and tear or patient misuse

5. Refunds (Exceptional Circumstances)

Refunds may be issued at our discretion where:

  • A remake is not clinically viable

  • A case is deemed irreparable due to laboratory error

Approved refunds will be processed within [X days] via the original payment method where possible.

6. Turnaround and Delays

While we aim to meet all stated turnaround times:

  • Delays caused by incomplete or unclear prescriptions are not our responsibility

  • We are not liable for clinical delays resulting from such issues

7. Returns Process

To request a remake or raise an issue:

  1. Contact us at: [Insert Email / Phone]

  2. Provide case reference and details

  3. Return the work to: [Insert Address]

We recommend using tracked delivery for returns.

8. Limitation of Liability

To the fullest extent permitted by law, our liability is limited to:

  • The cost of the laboratory work supplied

We are not liable for:

  • Clinical time

  • Patient-related costs

  • Indirect or consequential losses

9. Contact

If you have any questions about this policy, please contact:

Sakura Dental Lab
Email: info@sakuradentallab.co.uk
Phone: 07568 705264

Address: 27 Cambridge Street, Aylesbury, Buckinghamshire, HP20 1RP

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