Warranty Policy

Index

WARRANTY POLICY

The services provided by the laboratory constitute an obligation of means, under Colombian law, and therefore do not guarantee a specific clinical outcome, since the final success depends on biological and clinical factors and on the handling by the treating professional and the patient.

Scope of the Warranty

The laboratory warrants exclusively against defects attributable to manufacturing failures, materials, or technical processes, within the terms established herein.

Warranty Term

A warranty term of six (6) months is granted, counted from the date of delivery of the work, provided that:

  • The invoice is fully paid.
  • The work has not been altered by third parties.
  • The technical conditions of use are met.

For the warranty to apply, the following is required:

  • Submission of the case with supporting evidence (original work).
  • Technical evaluation by the laboratory.
  • Evidence of correct clinical handling.

Express Warranty Exclusions

  • Veneers and lenses in E-Max Press system, as they depend on clinical cementation processes.
  • Full and partial dentures with regard to retention, as it depends on the patient’s anatomical conditions.
  • Clinical malpractice.
  • Improper adjustments.
  • Inadequate transport.
  • Handling by third parties.
  • The patient’s biological conditions.

The laboratory may carry out adjustments or remakes at no cost only when:

  • They are requested within the warranty period.
  • The original work is delivered.
  • A failure attributable to the laboratory is determined.

BILLING AND COLLECTIONS POLICY

  • All work will be invoiced in accordance with current regulations.
  • Discounts granted are subject to timely payment.
  • Prices may be changed without prior notice, without affecting already-accepted orders.
  • Overdue invoices will accrue late-payment interest at the maximum legally permitted rate.
  • The laboratory may suspend services in the event of late payment.
  • Pre-legal and legal collection proceedings may be initiated.
  • Costs arising from collection will be borne by the client.

If a work remains in trial status or without continuity for more than thirty (30) days, the laboratory is authorized to:

  • Invoice proportionally for the progress of the work.
  • Dispose of the case without further liability.

QUALITY POLICY

The laboratory guarantees processes under quality standards, using certified technology and qualified personnel.

  • Use of approved and certified materials.
  • Compliance with technical protocols.
  • Internal quality control prior to delivery.
  • Continuous process improvement.

We work with state-of-the-art technological equipment that allows us to obtain excellent, highly precise work.

The quality of our work is backed by highly trained staff, in both technical and administrative areas.

We are known for respecting the necessary time protocols in the different manufacturing processes of our work, with high-quality material standards.

SERVICE POLICY

All work must be accompanied by a professional prescription, in accordance with current regulations.

The information provided by the professional is their exclusive responsibility.

Technical assistance must be requested in advance.

It is subject to availability.

The client assumes the choice of the shipping company, the freight cost, and the risk of transport.

The laboratory is not responsible for damage, loss, or delays attributable to third-party carriers.

In accordance with Resolution No. 214 of February 15, 2022 issued by the Ministry of Health, dental professionals must request our services with a written Prescription for the work.

Technical assistance must be arranged in advance through the mobile number assigned to Professional Support.

Rush jobs carry a 30% surcharge on the invoice value.

Delivery Times

Delivery times will be met as agreed, and may vary due to:

  • Complexity of the case.
  • Required adjustments.
  • Force majeure or fortuitous events.

GENERAL LIMITATION OF LIABILITY

The laboratory will not be responsible for:

  • Final clinical results.
  • Decisions made by the treating professional.
  • The patient’s biological conditions.
  • Improper use of the product.

Liability is strictly limited to technical reprocessing when applicable.

INDEMNITY CLAUSE

THE CLIENT shall hold the LABORATORY harmless from any claim, lawsuit, or damage arising from:

  • Clinical acts.
  • Diagnoses.
  • Patient management.
  • Use of the device.

Including legal costs, fees, and judgments.

PROFESSIONAL RESPONSIBILITY

Diagnostic interpretation is the exclusive responsibility of the treating professional.

The laboratory acts as diagnostic support.

Technical support will be provided without this implying direct clinical liability.

Benefits of Digital Impressions

Three Important Reasons to Send Your Digital Impressions

Support

Our digital team is fully trained on all systems to help you get started quickly with your first case.

If needed, our team is available to work with you and your staff to get the most out of your scanner.

Savings

Save money with your digital impressions.

Eliminate shipping costs for requested impressions with faster delivery times.

Precision

Custom crowns made from digital impressions have higher success rates compared to model-based crowns made from conventional impressions

  • Fewer remakes.
  • Margin issues.
  • Fit issues.
  • Fewer remakes due to high occlusion.

GENERAL REGULATORY FRAMEWORK

This manual is based on:

  • Law 35 of 1989 – Dental Ethics.
  • Law 23 of 1981 – Health Ethics.
  • Law 100 of 1993 and Law 1438 of 2011.
  • Law 1480 of 2011 – Consumer Protection Statute
  • Law 1581 of 2012 – Personal Data Protection.
  • Decree 780 of 2016 – Single Decree of the Health Sector.
  • Resolution 3100 of 2019 – Health Services Authorization.
  • Resolution 1995 of 1999 – Medical Records.
  • Circular 047 of 2007 – Health Data Protection.
  • Professional civil liability regulations.
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