Refund and Returns Policy

This policy governs all returns, refund requests, and credit claims for services and products purchased from Integra Dental, operated by Nova Dental LLC. Because Integra Dental operates across three distinct business categories — laboratory fabrication services, lab-to-lab milling services, and equipment and materials sales — return and refund terms differ by category and are described separately below. By placing an order or submitting a case, you agree to the terms of this policy as applicable to your transaction type.

1. Laboratory Fabrication Services (Design Division)

1.1 Custom Fabricated Restorations

All laboratory restorations produced by Integra Dental are custom-fabricated to order based on the prescription and digital files submitted by the ordering practice. Because each restoration is uniquely designed and produced for a specific patient, custom fabricated restorations are non-refundable once production has commenced.

1.2 Remakes Due to Laboratory Error

Integra Dental will remake or issue a credit for any restoration that fails due to a verified laboratory error at no charge to the ordering practice. Laboratory errors include material defects, incorrect shade fabricated contrary to the submitted prescription, margin adaptation failures resulting from design error, or structural failures unrelated to patient function or preparation quality.

Remake requests must be submitted within fourteen (14) calendar days of the delivery date. To initiate a remake request, contact Integra Dental by phone or email with the original case number, a description of the issue, and photographs of the failed restoration where applicable. Remakes are not issued for cases that fail due to preparation inadequacy, patient parafunctional habits, improper seating, or instructions that deviated from the submitted prescription.

1.3 Prescription Changes After Production Has Begun

If an ordering practice submits a change to a prescription after production has begun, Integra Dental will make reasonable efforts to incorporate the change. If production has advanced to a stage where the change cannot be accommodated without restarting the case, the ordering practice will be notified and a new case invoice will apply.

1.4 Shipping Damage on Finished Cases

All finished restorations are inspected and quality-checked before shipment. If a restoration arrives damaged, the ordering practice must notify Integra Dental within two (2) business days of receipt. Damaged packaging should be retained for carrier inspection purposes. Integra Dental will assess the damage and, where the damage is attributable to transit, will arrange a remake or credit at no additional charge. Claims submitted more than two (2) business days after delivery cannot be guaranteed consideration.

---

2. Lab-to-Lab Milling Services (Milling Division)

2.1 Milling and Sintering Services

Milling and sintering services are performed against design files submitted by the referring lab. Because the milling process consumes materials and furnace time specific to each order, milling services are non-refundable once production has commenced. Design-only service orders are non-refundable once the design file has been delivered.

2.2 Milling Defects and Production Failures

In the event that a milled restoration fails due to a verified production error by Integra Dental — including incorrect material, tooling error resulting in dimensional inaccuracy, or sintering failure on a validated sintering profile — Integra Dental will remake the restoration or issue a credit at no charge to the referring lab. The referring lab must notify Integra Dental within seven (7) calendar days of delivery and provide the original order number, a description of the defect, and photographs where applicable.

Integra Dental is not responsible for failures resulting from design file errors submitted by the referring lab, incorrect scanbody data, or material incompatibilities not disclosed at time of submission. Labs are responsible for verifying design file accuracy before submission.

2.3 Shipping and Transit

The referring lab must inspect all returned restorations upon receipt and report any transit damage to Integra Dental within two (2) business days. Damaged packaging should be preserved for carrier inspection.

---

3. Equipment and Materials Sales (Equipment Division)

3.1 Return Authorization Required

All equipment and materials returns must be authorized by Integra Dental prior to shipment. Unauthorized returns may be declined at the customer’s expense or subject to additional charges without credit being issued. To initiate a return, contact Integra Dental by phone at (425) 736-9381 or by email at hello@integra.dental to obtain a Return Goods Authorization (RGA). RGA numbers are valid for thirty (30) days from issuance.

3.2 Return Window

Products may be returned within sixty (60) days of purchase for a refund or credit, provided the items are unused, in original condition, and in original packaging. Products returned after sixty (60) days will not be accepted. Items must not be used, and packaging must be intact so that the product can be returned to inventory in sellable condition.

3.3 Non-Returnable Items

The following items are not eligible for return: consumable materials that have been opened or partially used (including zirconia discs, milling burs, resins, and adhesives), software licenses once activated or registered, and special-order items purchased specifically for a customer that are not part of regular inventory. Contact Integra Dental before purchase if you have questions about whether an item is returnable.

3.4 Return Shipping Costs

Customers are responsible for the cost of return shipping unless the return is the result of a shipping error by Integra Dental or a product defect confirmed by Integra Dental. Original shipping charges are non-refundable. Integra Dental recommends using a trackable shipping service for all returns. Items lost or damaged in transit during a customer-arranged return are the responsibility of the customer. Integra Dental cannot guarantee that an untracked return will be received.

3.5 Shipping Errors

Customers must notify Integra Dental of any shipping errors or disputes within two (2) business days of receipt. Products shipped in error by Integra Dental are returnable for full credit, provided the return is made within thirty (30) days of the original ship date. Integra Dental will provide a prepaid return shipping label for confirmed shipping errors.

3.6 Damage in Transit

Customers are required to inspect all shipments upon receipt. All damage or shortages must be noted on the carrier’s delivery documentation at the time of delivery and reported to Integra Dental within two (2) business days. Damaged products must remain in original packaging pending carrier inspection. Integra Dental must be notified within this period to arrange credit or replacement. Claims submitted after two (2) business days cannot be guaranteed consideration. To report transit damage, contact Integra Dental at (425) 736-9381 or hello@integra.dental with the order number, a description of the damage, and photographs where available.

3.7 Defective Products

If a product is found to be defective upon receipt or during normal use within the applicable warranty period, contact Integra Dental to initiate a warranty claim. Product samples may be requested for return at the time a complaint is initiated. Where a defect is confirmed, Integra Dental will arrange a prepaid return label at Integra Dental’s expense and, upon receipt and inspection, will issue a replacement or credit as appropriate. Do not discard defective product until directed to do so by Integra Dental, as physical inspection may be required to process the claim.

---

4. Refund Processing

Approved refunds for equipment and materials purchases will be processed to the original payment method within seven (7) to ten (10) business days of Integra Dental receiving and inspecting the returned item. If a refund has been approved and has not appeared after ten (10) business days, first confirm with your bank or credit card issuer, as processing times vary by institution. If the refund has not posted after this period, contact Integra Dental at hello@integra.dental.

Credits for laboratory and milling service remakes will be applied to the account of the ordering practice or lab and may be applied to future invoices. Credits do not expire and are non-transferable.

---

5. Contact for Returns and Refund Requests

All return and refund requests must be initiated by contacting Integra Dental directly. Do not ship returns without first obtaining authorization.

Integra Dental — Nova Dental LLC
35 148th Ave SE, Suite 10
Bellevue, WA 98007
Phone: (425) 736-9381
Email: hello@integra.dental
Business hours: Monday – Friday, 8:00 AM – 5:00 PM PT

---

Integra Dental reserves the right to modify this policy at any time. Changes take effect upon posting to integra.dental. Continued use of Integra Dental services after a policy change constitutes acceptance of the revised terms.