Remakes & Warranty

Remakes are where outsourcing partners show their real character. Ours starts with a root-cause analysis you are part of - not a silent redo.

Covered free of charge

Remakes caused by laboratory-side issues: marginal fit, proximal contacts, occlusion, shade that does not match the approved prescription, or material defects. The remake's production cost is covered by Istar.

Treated as new cases

New impressions or scans after preparation changes, changed shade targets at your request, changed designs after approval, and new or replacement materials chosen by the clinic. These are quoted as new work - fairly, and said upfront rather than discovered on the invoice.

How to report a problem

Send the case number, photos, and any measurements within a few days of receipt. Our quality team analyses the cause with you before any remake begins - so the fix addresses the cause, and the same problem does not repeat on the next case.

Process and timeline

1. Your report with evidence. 2. Joint cause analysis with our QC team. 3. Written disposition: remake, adjustment or credit. 4. Remake production prioritised and tracked. 5. A written outcome report with corrective actions for significant cases.

Escalation

If a second attempt on the same case still does not satisfy, the case escalates beyond the production team: refunds, credits and other remedies are decided at management level, not argued by the technicians who made the case.

Inspection and root-cause analysis

Quality assurance inspection of dental restorations

Porcelain furnace used for zirconia and E.max layering

Finished restoration photographed at the Istar lab

Frequently asked questions

Do you need the original restoration returned?

For most cause analyses, photos and measurements are enough. For fit and occlusion disputes, the original restoration plus the die or model gives the fastest root cause - your coordinator will tell you which applies.

Is freight covered on free remakes?

The remake's production is covered by Istar. Return freight follows the agreement made in the disposition - our policy is to keep this proportionate to the cause.

Turnaround & Shipping · Quality & Materials · Start Your First Case

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Request the price list or tell us about your first case - a named coordinator replies with the next step, not a sales script.

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Content owner: Istar Dental Lab (case coordination team) · Last updated: 2026-10-28