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ROE Dental Laboratory Warranty Statement

We, ROE Dental Laboratory (“ROE” or “Company” or “us”), desire you, the dentists, clinicians, and medical professionals (“Customer”) ordering dental devices (Device), satisfaction with the Device you have purchased. If the Device is not acceptable at the time of receipt or at the time of insertion, barring general limitations or limited warranty period conditions described below and provided prior Device history does not reveal an unwarranted order, we shall adjust, repair, or replace the device at our discretion at no charge, preserving the full limited warranty period. Limited warranty conditions and periods are listed below and the limited warranty period begins on the date the Device was shipped from our facility, not the insertion date.

1.  Limited Warranty

Our limited service warranty covers the Device in use, against defects in workmanship and materials by adjustment, repair, or replacement of the Device only. If unsatisfactory material performance is experienced within the service warranty period, the repair or replacement of the Device, excluding clinical costs, is covered. In this event, the remainder of the warranty period from the original date of delivery remains intact.


2.  Non-Warranty/ Exclusion Items

Work by Other Laboratories
  • Repairs on work originally manufactured by another dental laboratory (both fixed and removable) are excluded
  • ROE does not warrant work initially fabricated by another company
  • Work performed by another laboratory is excluded
Specific Appliances and Conditions
  • Immediate denture appliances are excluded due to limited predictability of fit and occlusion
  • miniComfort® fabricated as two appliances comes with instant guarantee only, no warranty
  • ROE reserves the right to not warrant any device lacking clinical conditions for success
Voided Warranties
  • Device warranty is voided if ROE notifies customer of concerns about:
    • Accuracy of materials received
    • Possibility of immediate or future failure or ill-fit
Material and Instruction Deviations
  • Deviations from original work order instructions
  • Devices that have been previously repaired, relined, rebased, or otherwise altered from new
  • Cases requiring clinically-requested lab alterations to original case materials
  • Clinically-overruled laboratory requests for new materials, devices, or process changes
Damage and Failure Causes
  • Devices damaged or ill-fitting due to:
    • Accident
    • Patient non-compliance
    • Negligence
    • Abuse
    • Supporting bone, tooth, or tissue failure
    • Changed dentition
    • Dental or muscular parafunctional habit
    • Improper clinical protocols
    • Improper oral hygiene
Previous Issues and Misdiagnosis
  • Devices previously non-warranted in device history record
  • Devices that failed due to misdiagnosis or incorrect choice of device
Additional Exclusions
  • Cash refunds
  • Temporary replacements
  • Costs incurred for removal or reinsertion
  • Costs incurred by another laboratory
  • Devices sold to other laboratories
Implant-Supported Device Requirements

For Implant Supported Full Arch, Bar, or Abutments Limited Warranty eligibility:

  • Implants must have at least 2 years of clinical data with minimum 10 patients published in peer-review journal
  • Failure must not be caused by trauma, accident, or damage by patient/third party
  • Implants must not be placed in patients with contra-indicated conditions including:
    • Diseases related to alcoholism
    • Habitual smoking
    • Uncontrolled diabetes
    • Habitual drug dependency
Full Arch Implant-Supported Restoration Exclusions
  • Implant failure or loss
  • Loose screws when patient did not return for screw replacement or tightening
  • Excessive wear with secondary and primary anatomy removed
  • Master implant model not verified with fit verification jig
  • Transfer of case to another provider


3. Conditions to Warranty

To make a warranty claim, return the Device together with an explanation of the problem and your request for a Device adjustment, repair, or replacement. The original work authorization (or evidence of original purchase) must be included with a new completed work authorization and new Device models, the original Device and models must be returned including all original alloy (if applicable). No warranty will be given if the complete work is not paid in full and the customer has an outstanding balance. ROE maintains the sole right to decide if adjustment or replacement of the Device is appropriate for the desired correction.

4. Limited Warranty Periods

Temporary Appliances & Repairs

Temporary appliances and repairs are warranted against defects for 60 days due to the higher incidence of damage or ill-fit caused by intermittent wear, dental, skeletal, or muscular changes, or intended for provisional, diagnostic, or therapeutic purposes.

These include but are not limited to:

  • Relines and relines with soft liners
  • Repairs of all kinds
  • Welds
  • Flexsil gaskets
  • Bleaching trays
  • Protective mouth guards
  • CLEARaline aligners
  • Comfort H/S or H/H splints
  • Essix appliances
  • Maryland bridges
  • Surgical guides
  • Temporary crown and bridges
  • Printed try-ins
  • Diagnostic appliances
  • Lab .STL designs for in-office production
  • Flippers
  • Thermoplastic partials
  • All acrylic partials with recent or immediate extractions.

Short-Term Appliances

Short-term appliances are warranted against defect for six months from the date of invoice.

These include but are not limited to:

  • Splints and guards
  • Snoring appliances
  • Snap-on-Smile
  • Orthodontic appliances
  • Economy dentures
  • TLZ-IB milled prototype
  • All acrylic partials
Removable Appliances

Removable appliances are warranted against defect for one year.

These include but are not limited to:

  • IMPACT Digital Denture - Premium
  • Traditional dentures
  • Traditional partial dentures
  • SLM metal partials
  • Thermoplastic partials

Fixed Restorations & Select Removable Appliances

Fixed restorations and select removable appliances are warranted against defect for two years.

These include but are not limited to:

  • zRc Monolithic Zirconia
  • e.max Monolithic
  • e.max Layered (anterior)
  • PFZ Porcelain to zirconia
  • PFM porcelain to metal
  • Full cast metal
  • Ivotion Digital Dentures (breakage only)
  • Hybrid Denture (acrylic with denture teeth)
  • UltraNano & UltraNano Ti Hybrid and Overdenture (not attachment replacement)

Zirconia & Select Implant Prostheses

Zirconia and select implant prostheses are warranted against defect for five years.

These include but are not limited to:

  • TLZ-SR
  • Zirconia abutment
  • TLZ-IB zirconia implant bridge
  • NobelProcera zirconia implant bridge

TLZ restorations, Bars, Ti Abutments

TLZ restorations, bars, and titanium abutments are warranted against defect for six years.

These include but are not limited to:

  • TLZ (monolithic zirconia)
  • iRis CAD Bars
  • Ti abutments
Supplies and PPE Products

Supplies and PPE products may be returned if unopened and unused in the original packaging within 30 days. Non-single-use products are warranted against defects for 30 days and may be returned (or a pictured emailed) for replacement or credit.

Please inspect the product and for the first 30 days, if you discover that the Rx, or an approved revision of your Rx, where changes made by you, an office representative, and the lab, were not followed, the lab will repair or remake your restoration without affecting the warranty.

To obtain warranted coverage, please return all working models, previous impressions, and original product for evaluation. If a discrepancy arises you may be subject to additional fees. If the original product is not returned, the replacement product will be invoiced until the product is returned.

5. Extended Implant Limited Warranty (Bars and Abutments)

ROE recognizes that implants sometimes fail after the Customer has taken fixture or abutment level analog or digital implant impressions. ROE will not accept any responsibility for a failed implant, but does offer the following benefits:

If the implant fails after the final restoration is placed and taken into function, then the company that provided the failed implant should be the primary resource for the Customer’s implant-related claims. However, if the implant company refuses to honor their warranty for the implant (exclusively due to the use of the Devices), and the Customer both meets the “Eligibility” criteria and follows the “Claim Procedure” below, then ROE will reimburse the Customer for the actual and verifiable purchase cost of a replacement implant of the identical implant make and model (with the exception of changes to diameter and/or length), and will remake the Device at no additional charge. If the implant fails before the Device has been placed on the implant (unless otherwise explicitly covered under the separate ROE Implant System warranty), then ROE will in no case be responsible for replacing the implant. The benefits set out above constitute ROE’s sole obligation, and the Customer’s sole remedies, with respect to the Devices and the subject matter of these terms and conditions.

To receive benefits of the limited warranty regarding Bars and Abutments, the Customer must comply with all of the following additional requirements: Warranty claims must be reported to ROE within ninety (90) days from the date on which the claimed defect was discovered. Reporting shall fully comply with the procedure set out herein. Customer shall contact the ROE representative to request an Extended Implant Limited Warranty Claim Form and receive instructions for Device return; and the completed claim form, documenting the cause of the failure as well as the implant company’s refusal to support their Device, and proof of original purchase must be returned to ROE accompanied by the Device in question within the time stated above. Any Device must be decontaminated prior to returning to ROE.

6. Disclaimer of All Other Warranties

ROE manufactures all Devices according to specifications as submitted to the lab. EXCEPT FOR THE EXCLUSIVE LIMITED WARRANTY OF REPAIR AND REPLACEMENT AS PROVIDED ABOVE, ROE HAS NOT MADE AND DOES NOT MAKE ANY WARRANTY OR REPRESENTATION WHATSOEVER, EITHER EXPRESSED OR IMPLIED, ORAL OR WRITTEN AS TO THE FITNESS, CONDITION, MERCHANTABILITY, DESIGN OR OPERATION OF THE DEVICE, ITS FITNESS FOR ANY PARTICULAR PURPOSE, THE QUALITY OR CAPACITY OF MATERIALS IN THE DEVICE OR WORKMANSHIP IN THE DEVICE, NOR ANY OTHER REPRESENTATION OR WARRANTY WHATSOEVER. Company shall not be liable to Customer for any loss, damage, or expense of any kind or nature caused, directly or indirectly, by the insertion of the Device, the use thereof, or the failure or operation thereof.

Except where prohibited by law, ROE WILL NOT BE LIABLE FOR ANY LOSS OR DAMAGES ARISING FROM THE USE OF A DEVICE, WHETHER DIRECT, INDIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL, regardless of the theory asserted, including warranty, contract, negligence, or strict liability and if such disclaimer is not permitted by law, the duration of any implied warranty is limited to 90 days from the date of delivery.

CUSTOMER AGREES AND UNDERSTANDS: THAT NEITHER COMPANY NOR ITS DIRECTORS, OFFICERS, SHAREHOLDERS, PARTNERS OR EMPLOYEES (COLLECTIVELY, “REPRESENTATIVES”) IS AN INSURER; THAT CUSTOMER CURRENTLY HAS AND SHALL ALWAYS MAINTAIN INSURANCE COVERING THE CUSTOMER FOR USE/INSERTION OF THE DEVICE; THAT RECOVERY FOR ALL SUCH LOSS, DAMAGE AND EXPENSE SHALL BE LIMITED TO ANY SUCH INSURANCE COVERAGE ONLY; AND THAT COMPANY AND REPRESENTATIVES ARE RELEASED FROM ALL LIABILITY, INCLUDING CONSEQUENTIAL AND INCIDENTAL DAMAGES, DUE TO ACTIVE OR PASSIVE SOLE, JOINT OR SEVERAL NEGLIGENCE OF ANY KIND OR DEGREE, BREACH OF CONTRACT, EXPRESS OR IMPLIED, BREACH OF WARRANTY, EXPRESS OR IMPLIED, OR BY LOSS OR DAMAGE RESULTING FROM INSERTION OF THE DEVICE OR THE DEVICE ITSELF.

It is expressly understood and agreed that each and every provision of this agreement which provides for the limitation of liability, disclaimer or warranties or exclusion of damages, is intended by the parties to be severable from any other provision and is a severable and independent element of risk allocation and is intended to be enforced as such.

7. Indemnification

Customer shall indemnify, defend (with attorneys of ROE’s choice), and hold ROE harmless from (without any condition that company or representatives first pay) all losses, and claims for damages and expenses including, without limitation attorney’s fees, which may be asserted against or incurred by ROE or its agents, officers, and representatives. made by any third parties including the customer’s insurance company, for (i) breach of contract or warranty, express or implied; (ii) active or passive sole, joint or several negligence of any kind or degree; (iii) product or strict liability; or (iv) a claim for indemnification or contribution.

8. Modification or Withdrawal of the Limited Warranty

ROE reserves the right to modify or withdraw this limited warranty statement at any time without notice. Any such modification or withdrawal will not affect Devices already installed, and fully paid by the Customer/Customer to ROE, prior to the date thereof.

9.  Miscellaneous Terms

This Limited Warranty Statement constitutes the entire agreement and understanding between Customer and ROE, superseding any prior agreements and understandings, and governs your use of our Devices and/or services. You also may be subject to additional terms and conditions that may apply when you use affiliate services, third-party labs, or third-party Devices or implants. Our failure to enforce or exercise any right or provision of this Statement shall not constitute a waiver of such right or provision. If any provision of this Statement shall be unlawful, void, or unenforceable for any reason, the other provisions (and any partially-enforceable provision) shall not be affected thereby and shall remain valid and in full force and effect. Customer agrees that this Statement and any other agreements referenced herein, including ROE’s General Conditions of Sale, are valid and enforceable and may be assigned by ROE, in our sole discretion, to a third party in the event of a merger or acquisition. The section titles and headings are for convenience only and have no legal or contractual effect.

No agency, partnership, joint venture, employee-employer, or franchiser-franchisee relationship is intended or created by this Statement or any Agreement.

Any rights not expressly granted herein are reserved by and for us.

Certain sections in this Statement may contain references to separate terms and conditions, which are in addition to this Statement. In the event of a conflict, the additional terms and conditions will govern for those sections.

© Copyright 2015, Roe Dental Laboratory. All Rights Reserved. Updated 12/1/2022