Refund / Warranty Policy
All orders are custom made to the customer's specifications. Once production has started, the order cannot be canceled, and no refund will be issued (see Cancellation & Rescheduling for details on pre-production options).
Any cancellation request must be submitted in writing via email to info@hausmilling.com.
Haus Milling Center reserves the right to refuse service to any customer who does not agree to or comply with the policies outlined below.
1. Before Production Starts
If your order has not yet entered production, you may choose one of the following options:
- Full Store Credit — Receive store credit equal to the original payment amount, applicable toward any future service.
- Reschedule — Reschedule your service at no additional cost, subject to availability.
2. Once Production Has Started
Once an order has entered production, it cannot be canceled, and no refund will be issued — whether full or partial.
3. Shipping delays are not the responsibility of Haus Milling Center. Shipping charges or rush fees will not be refunded due to delays caused by the carrier.
This policy is designed to ensure fairness and transparency while supporting the long-term sustainability of our operations.
1. How to Request a Remake
All remake requests must be emailed to info@hausmilling.com, detailing the issue with the case. The email must include the order number, case ID, and images, if applicable. This written record is required to help prevent miscommunication and ensure clear communication between both parties.
2. Return Requirement
All components related to the remake request must be sent back to Haus Milling Center.
3. Resolution by Cause
| Cause | Definition | Resolution |
|---|---|---|
| Material Defect | Any problem resulting from a manufacturing issue. | Remade free of charge, from the original design file. |
| Design Error | Any problem resulting from a mistake in the design or manufacturing process attributable to Haus Milling. | Remade free of charge. (If a new STL design, impression, IOS, lab scan, or model is provided, full charge applies.) |
| Fit & Function Issue | Restoration does not fit or function as intended. | Case is evaluated to determine cause. If the issue is due to the restoration itself, it will be remade free of charge. (If a new STL design, impression, IOS, lab scan, or model is provided, full charge applies.) |
| Client Error | Remake needed due to an incorrect STL, impression, lab scan, IOS, or model submitted by the client. | Order will be charged in full. |
4. Shipping Fees
- If the remake is deemed the customer's error, a shipping fee will be added to the remake fee.
- If the remake is deemed Haus Milling's error, it will ship via ground shipping at no additional cost. The customer may request to pay the difference to upgrade the shipping method.
-
The customer is responsible for the initial return shipping cost when sending the restoration back for evaluation. If our evaluation confirms a material or manufacturing defect attributable to Haus Milling, we will credit the customer for the standard return shipping cost. If the issue is determined to be due to clinical misuse or improper adjustment, the customer is responsible for the return shipping cost.
5. Scope of This Policy
This remake policy applies only to cases where the original restoration was manufactured by Haus Milling Center.
If a restoration was manufactured by another lab, we cannot be responsible for any remake costs.
We hope this policy provides you with the assurance that we stand behind the quality of our work. If you have any questions, please contact us.
1. Base Policy for Custom-Made Products
As a fundamental principle, custom-made and custom-milled products are non-refundable and non-cancellable once production has started, as outlined in the Cancellation policy (Tab 1). This includes Crown & Bridge, Full Arch, Denture, and similar custom restorations.
If a custom restoration is defective due to a manufacturing or design issue on our end, it is not handled as a "return/refund" — instead, it is covered under:
- Remake Policy (Tab 2) — for issues identified shortly after delivery, or
-
Warranty Policy (Tab 4) — for issues that arise within 1 year of clinical use.
2. Non-Refundable General Products
The following general (non-custom) products are non-refundable:
- Zirconia polishing and grinding tools
- Zirconia blocks
- Nano scan gels
- DESS implant components
- Biomic Kit
- Glazing Pen
- Digital Model Resin
- Sintering Beads
- Gift Cards
- Similar opened products
We strongly recommend reviewing product details, specifications, and usage instructions prior to purchase. If you have questions, please contact our customer service team before ordering.
3. Products Eligible for Return, Replacement, or Correction
Outside of custom restorations (which are handled under Remake/Warranty), the following general product issues may be eligible for return, replacement, or refund:
- The product received is different from the product ordered online.
- The product is clearly defective and cannot be used.
Once your return is received and inspection is complete, we will email you to confirm receipt. Our team will then contact you to discuss the resolution process. If you do not receive a resolution after following these steps, please email info@hausmilling.com.
4. Return Shipping
Products must be shipped to:
Haus Milling Center
2835 Virgo Ln
Dallas, TX 75229- We do not provide return shipping labels.
- Shipping charges are non-refundable. If a refund is issued, the return shipping fee will be deducted.
- Delivery time for exchanged products may vary depending on the shipping method chosen.
- For items valued over $75.00, we recommend using a traceable delivery service or purchasing shipping insurance.
- We do not guarantee receipt of returned goods.
1. Coverage Overview
Haus Milling provides a 1-Year Limited Warranty (effective from the date of invoice), covering restorations that fail directly due to verified material defects or manufacturing errors occurring under normal, standard clinical use.
This warranty is non-transferable and applies solely to the original ordering dental provider or facility.
2. What Is Covered
- Verified internal material flaws or fractures resulting from raw disc/block batch defects.
- Milling or fabrication errors resulting from a failure to accurately execute the approved digital design file.
3. What Is NOT Covered
- Clinical & Design Issues: Insufficient occlusal reduction/clearance, inadequate prep design, sharp internal line angles, seating/fit issues resulting from poor scan quality/distorted impressions, or cases produced under a "Mill As-Is" request after a scan quality warning was issued.
- Adjustments & Alterations: Any chairside or lab adjustments, grinding, sectioning, re-firing, or post-milling modifications made after delivery.
- Shade & Aesthetics: Shade discrepancies, characterization preferences, or aesthetic changes requested after initial case submission/approval.
- Case Revisions: Substantial changes in prescription, prep design, margin placement, or opposing occlusion from the original submission.
- Patient Factors: Accidental trauma, misuse, night grinding/bruxism, periodontal progression, or normal clinical wear and tear.
-
Financial Matters: Chairside time, clinical labor, local anesthesia costs, or consequential damages/losses of any kind.
4. Mandatory Warranty Claim Conditions To qualify for a warranty evaluation, the ordering provider must fulfill all of the following:
- Return of Restoration — The original, failed restoration must be returned to Haus Milling for physical quality analysis. No credit or remake will be issued without the returned piece.
- Data & Documentation Submission — Email info@hausmilling.com with clear photos of the failed restoration, a written explanation of the claim, and any original CAD/scan files requested by our technical team.
- Identical Case Parameters — Remakes under warranty will only be fulfilled using the original digital design and original prescription file. Any new scans, rescans, modified margins, or altered prescriptions constitute a New Case and will be billed at full price.
-
Timely Notice — Defects must be reported to Haus Milling within 14 calendar days of discovery or clinical failure.
5. Resolution Haus Milling reserves the sole right to determine whether a failure is due to material/manufacturing defects or clinical/handling factors, and will fulfill valid claims via case remake or store credit only (no cash refunds).
6. It will ship via ground shipping at no additional cost. The customer may request to pay the difference to upgrade the shipping method.