Our terms
and conditions.

As a valued member of your dental team, Concord Dental Laboratory is committed to being a dependable and supportive partner. In rare instances where a contact area or occlusal addition is needed, Concord Dental Lab will make these adjustments at no additional cost. Additionally, if a single unit* case cannot be delivered during the patient appointment, we offer remakes or adjustments at no charge, with the following exceptions:

1. If Concord Dental Lab inquired about the die, margin, or impression, but the customer approved and requested the completion of the case.
2. If Concord Dental Lab requested a try-in, but the customer declined and requested a completed case.
3. If a try-in was completed and approved by the office.
4. If the teeth are re-prepared.
5. In the event of a shade change or correction different from the original request substantial enough to require a re-fabrication of the unit.
6. If a practice consistently experiences remake issues in 5% or more of their cases.
7. If the completed crown fits the master die/model but does not fit in the mouth – indicating an inaccurate impression or temporary-driven drift.

In the instances noted, a remake may be charged at partial or full fee at the discretion of Concord Dental Laboratory. Original restoration and models must be returned to the lab in order for a partial or no-charge remake to be considered.

*All Multi-unit, implant and aesthetic case remake charges are subject to a manager review and billed at the discretion of CDL Director of Dental Technology.

Restorative options in the implant market are numerous – Concord Dental Laboratory has formed strong relationships with all implant abutment manufacturers to ensure maximum quality while providing only FDA 510K certified products. It is because of this commitment to quality that we are able to provide a comprehensive warranty for all of our implant products. If an implant case cannot be delivered during the patient appointment, our warranty provides remakes or adjustments at no charge, with the following exceptions:

1. If Concord Dental Lab inquired about the impression, but the customer approved and requested the completion of the case.
2. If Concord Dental Lab requested a try-in, but the customer declined and requested a completed case.
3. If an incorrect scan body was used.
4. If incorrect implant information was provided on the RX.
5. In the event of a shade change or correction different from the original request substantial enough to require a re-fabrication of the unit.
6. If a practice consistently experiences remake issues in 5% or more of their cases.
7. If the case RX did not include a copy of a surgeons report.

In the instances noted, a remake may be charged at partial or full fee at the discretion of Concord Dental Laboratory. Original restoration and models must be returned to the lab in order for a partial or no-charge remake to be considered.

If a case cannot be delivered during the patient appointment, and the original models(s) and appliance/device/restoration(s) are returned within 30 days of the original invoice date we offer remakes or adjustments at no charge, with the following exceptions:

1. Appliance, or denture fits the master die/model.
2. Alginate impression system was used.
3. Concord Dental Laboratory inquired about the impression, Scan and/or model however, the dentist approved and requested completion of the case.
4. Concord Dental Laboratory requested a try-in but the dentist declined and asked to complete the case.
5. Try-in checklist was incomplete or not returned.
6. Denture (full or partial) set-up was approved using try-in checklist and the case was processed to completion.
7. Tooth/teeth were re-prepared.
8. A new impression was supplied.
9. Final restorative shade or product change different from the original request.

At Concord Dental Laboratory, refunds are not provided for the cost of fabricating dental restorations. However, in cases where the products do not meet expected standards for quality, function, and aesthetics, Concord Dental Lab may issue a credit directly to the customer’s account. Service fees and parts fees are also non-refundable unless the product can be returned to the retailer for credit. Refunds for implant components are subject to the specific return and warranty policies established by the individual manufacturer.

Completed cases that fulfill the submitted prescription cannot be returned for credit or refund. In the event a submitted case needs to be cancelled, the practice is responsible for any expenses incurred up to the day of cancellation. The lab is not responsible, and full payment is due on cases that are not deliverable due to patient-specific challenges including, but not limited to: Patient not returning for insert, Patient or Doctor changing treatment plan, medical events that alter treatment plan, patients failure to pay.

The return, credit, or exchange of precious alloy products are subject to the impact of daily commodities markets. Transactions may not be final until precious alloys are refined and credited from the manufacturer.

Concord Dental Laboratory’s warranty covers the repair or replacement of products that are inserted by a licensed dentist, however excludes:

1. Cash refund of the product.
2. Any costs incurred for removal or insertion.
3. Any incidentals or consequential damages including inconvenience, lost wages, chair-time, or pain and suffering.
4. Any repairs resulting from accident, neglect, abuse, failure of supporting tooth or tissue structure, improper adjustments or poor dental hygiene.
5. Any multiple unit fixed prosthesis or any removable prosthetic that has not been appropriately verified or fitted prior to final processing.
6. Any repairs, relines, temporaries, implants, immediate dentures or partials, and appliances partially or completely fabricated by another laboratory.

Billing and Payment Terms:

• Each case will be accompanied by an invoice.
• Monthly statements will be issued, and all balances must be settled in full by the 15th of the month following statement issuance.
• Any outstanding balances after the last business day of the month will incur a 2% monthly finance charge.
• Accounts with unpaid balances beyond 90 days may be converted to Cash On Delivery (C.O.D.).
• Delinquent accounts exceeding 90 days may have the outstanding balance charged to the card on file.
• Submission of an RX to CDL signifies acceptance of any and all published terms and conditions.

Accepted Payment Methods: We accept Cash, Checks, and All Major Credit Cards.

Ownership: All cases and items remain the property of Concord Dental Laboratory, Inc. until the client’s account is fully paid.

Returned Checks: A minimum fee of $50.00 will be charged for returned checks.

Dispute Resolution: Any disputes shall be governed by Massachusetts law. Clients agree to the exclusive jurisdiction of, and venue in the County of Middlesex, State of Massachusetts. The prevailing party is entitled to recover attorney’s fees, court costs, and other expenses, including actual expert witness fees.

Credit Card Policy: A credit card is required on file, but will not be charged without notice, except in cases where the account is 90 days delinquent. If no payment plan is provided by the practice by day 100, Concord Dental Lab reserves the right to charge the card on file for all open invoices.