Turnaround Time

Standard turnaround times are listed in our official price list. Clients who need the latest version may request it from Customer Support. Clients should communicate their preferred delivery dates before fabrication begins to ensure proper scheduling.

 

Urgent Cases
A surcharge of 30% or MYR 100 (whichever is higher) applies for urgent cases requiring turnaround times shorter than our standard timeframe.

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Case Collection and Delivery

• Klang Valley: Case collection and delivery can be arranged through our dispatch team (subject to coverage and schedule). Please confirm availability by contacting our office or Customer Support.

• Outstation: Cases should be sent to us via courier at the client’s expense. Return courier delivery will be covered by us.

• Digital Impressions: Clients are welcome to submit digital impressions. For assistance with intraoral scanner connections or file transfers, please visit SEND-A-CASE page or contact Customer Support.

• Delivery Fees: Complimentary delivery is provided for orders valued at MYR 150 and above. A MYR 10 delivery fee applies for orders below this threshold.

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Material Changes
Any changes to material specifications after fabrication begins will result in the case being treated as a new order and charged accordingly.

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Cancellations and Amendments
Orders must be cancelled or amended before fabrication begins. Charges apply for work already completed or materials used.

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Adjustments
Minor adjustments requested within two (2) weeks of the invoice date are complimentary. Additional charges may apply for complex or late modifications.

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Redo Policy

• Laboratory Responsibility: If a remake is required due to a laboratory-related issue (e.g., production defect or manufacturing error), the case will be remade at no additional cost, provided it falls within the two (2)-year warranty period.

• Clinic Responsibility: If a remake is requested due to clinic-related reasons or patient-related reasons (e.g., inaccurate impression, shade mismatch not caused by lab, or changes in treatment plan), the original case will be fully charged, and the remake will be invoiced at 50% of the original case fee.

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Case Quality and Liability

• All prosthesis are fabricated using CAD/CAM technology and with professional care. 

• ​A two (2)-year warranty is provided for all cases, covering material defects from the date of invoice. This warranty does not apply to damage resulting from clinical errors, patient misuse, or adjustments made by third parties.

• We are not liable for issues arising from poor impressions, mishandling, or improper clinical procedures.

• Clients are responsible for the accuracy of submitted impressions and bite registrations.

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Payment Terms
We offer a 30-day credit term from the date of invoice. Overdue payments may result in service disruption. Clients with recurring late payments may face suspension or termination of services.

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Intellectual Property
All technical designs and intellectual property developed by us remain our property unless otherwise agreed in writing.

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Governing Law
These terms are governed by the laws of Malaysia. Disputes will be resolved through legal counsel or arbitration under Malaysian jurisdiction.

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