The terms we work to.

This page sets out the formal warranty, remake, and operational policies that apply to every case produced by Brighton Dental Labs. For the friendlier summary, see Our Standards. The information here is the document version, written to apply consistently to every prescribing practice.

Warranty & Policies

A Few Notes

Review & Approve

What the warranty does not cover

What the warranty covers

Warranty terms

Complaints procedure

Returns and refunds

Remake policy

Insurance

Data protection

Adverse incident reporting

Changes to these terms

Force majeure

Limitation of liability

Contact for policy questions

Governing law and jurisdiction

Our standard warranty applies to every restoration produced by Brighton Dental Labs. The warranty period begins on the date the restoration is fitted by the prescribing dentist and is measured in calendar months.

WARRANTY PERIOD

PRODUCT

Crowns and bridges

[to be provided by Myla]

Implant restorations (excluding the implant and abutment)

[to be provided by Myla]

Dentures, full and partial

[to be provided by Myla]

Orthodontic appliances

[to be provided by Myla]

Digital Smile Design provisionals

[to be provided by Myla]

Clinical support items (surgical guides, printed models, wax-ups)

[to be provided by Myla]

The warranty is offered to the prescribing dental practice. It is not transferable to the patient and does not create a contractual relationship between the patient and Brighton Dental Labs.

The warranty covers, for the period stated in section 01:

Failure of materials used in the restoration

Defects in the fabrication of the restoration

Failure of the restoration to conform to the written prescription supplied to us

Premature wear or fracture inconsistent with the intended use of the restoration

Where a warranty claim is upheld, our obligation is to remake the restoration at no charge to the prescribing practice, or, where remake is not practical and the practice agrees, to refund the case fee in line with section 05.

The warranty does not cover:

Damage caused by the patient, including bruxism without a prescribed occlusal guard, accidental trauma, neglect of oral hygiene, or non

compliance with care instructions

Alteration of the restoration after fitting by any party other than Brighton Dental Labs

Failure of the underlying clinical work, including but not limited to failed endodontic treatment, periodontal disease progression, implant osseointegration failure, or root fracture of the prepared tooth

Cases where the prescription was modified in writing by the prescribing dentist contrary to our advice, and the modification is the cause of the failure

Wear consistent with normal function over time

Damage occurring in the dental practice prior to fitting

Failure attributable to bonding agents, cements, or fitting technique used by the prescribing dentist

A remake is the replacement of a restoration that has failed, requires modification beyond normal adjustment, or did not meet the original prescription.

Review & Approve

A remake is provided at no charge to the prescribing practice where the failure is attributable to materials, workmanship, or non-conformance with the prescription on our part. Free remakes are produced on priority turnaround where the original case was a finished restoration.

Chargeable remakes

A remake is chargeable where the cause sits outside our control, including but not limited to:

Impression or digital scan issues that were not identifiable on intake

Design changes requested after we have begun production

Changes requested by the patient after seeing the restoration in the mouth (shade, shape, contour)

Damage occurring in the practice, in transit after return to the practice, or in the patient’s mouth after fitting

Cases requiring a remake because the prescription was based on incorrect clinical information

Procedure

Remake requests should be made in writing to info@brightondentallabs.com, including the case number, a description of the issue, and photographs where relevant. We respond within one working day with our position on whether the remake is free or chargeable.

Disputed cases

Where the cause of failure is not clear, we discuss the case with the prescribing practice in good faith and aim to reach a fair outcome. We may request to inspect the failed restoration before reaching a conclusion. Where agreement cannot be reached, the complaints procedure in section 06 applies.

Restorations produced by Brighton Dental Labs are custom-made medical devices fabricated for a specific patient. They are not returnable in the ordinary sense and are not subject to the consumer returns provisions of the Consumer Rights Act 2015, which do not apply to business-to-business supply of custom-made goods.

Where a case is found, on our quality control inspection or on receipt by the practice, not to meet the standard or specifications of the original prescription, our standard remedy is a free remake under section 04. Where remake is not practical (for example, the patient is no longer available, or treatment has progressed) and the prescribing dentist agrees, we may refund the case fee in full or in part.

Refunds, where agreed, are processed within 14 working days by credit note or bank transfer.

We take complaints seriously and treat them as an opportunity to improve. Our complaints procedure is as follows:

Submit the complaint in writing to info@brightondentallabs.com with the subject line marked “Complaint” and including the case number where applicable. Telephone complaints are accepted but we will ask for them to be put in writing for the record.

We acknowledge receipt within one working day.

We investigate and provide a substantive response within five working days. Complex matters may require longer, in which case we provide an interim update with an expected resolution date.

If the complaint remains unresolved, the prescribing practice has the right to refer the matter to a relevant regulatory authority. For matters concerning the safety or compliance of dental devices, this is the Medicines and Healthcare products Regulatory Agency (MHRA).

A custom-made dental device is a medical device regulated under the UK Medical Device Regulations 2002 (as amended). We have a legal obligation to report serious adverse incidents to the MHRA where required.

If a restoration we produced has failed in a way that has caused harm, or could foreseeably cause harm, to the patient, the prescribing dentist, or any other person, please notify us as soon as practicable. Notification should include the case number, a description of the incident, and any photographs or clinical notes available.

We assess every notification on receipt. Where reporting is required by law, we make the report to MHRA via the Yellow Card scheme. We will keep the prescribing practice informed of any report we make in relation to their case.

Brighton Dental Labs handles personal data in two capacities.

As a data controller, for information about our business contacts (dentists, practice managers, accounts staff) collected through enquiry forms, account setup, and ongoing communication. The lawful basis is legitimate interest in providing our service to the prescribing practice and, where applicable, consent for marketing communications.

As a data processor, for any patient data that passes through us in the course of a case, including patient names on prescriptions, intraoral scans, photographs, and treatment notes. The prescribing dentist remains the data controller for patient data; we process it solely to complete the case in accordance with the prescription.

We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Personal data is held only for as long as is needed to complete the case and to meet our retention obligations under UK law, including the requirements applicable to medical device manufacturers and to records used in clinical care.

Standard retention for case records [to be provided by Myla; typical UK practice is 11 years for adults and until the patient’s 25th birthday for minors at the time of treatment].

Data subjects have the right of access, rectification, erasure (subject to legal retention obligations), restriction, and objection in line with UK GDPR. Subject access requests should be sent to info@brightondentallabs.com and will be acknowledged within one working day and substantively answered within one month.

We do not sell personal data. We do not share personal data with third parties except where required to complete a case (for example, courier services for tracked return delivery) or where required by law. International transfers, if any, are made only to recipients with adequate safeguards in place.

Data protection contact: info@brightondentallabs.com

Brighton Dental Labs maintains the following insurance:

Professional indemnity insurance: Dental Protection, membership number 355078.

A copy of our current certificate of insurance is available to verified prescribing practices on written request.

Our liability to a prescribing practice for any single case is limited to the greater of (a) the value of the case fee paid in respect of that case or (b) the cost of a remake of the restoration.

We are not liable for indirect or consequential losses, including but not limited to loss of patient goodwill, loss of clinical fees, loss of business opportunity, or business interruption.

Nothing in these terms limits or excludes liability that cannot lawfully be limited or excluded under English law, including liability for death or personal injury caused by our negligence, liability for fraud or fraudulent misrepresentation, and any other liability to the extent the same cannot be excluded or limited by law.

Neither party is liable for failure or delay in performance caused by events outside reasonable control, including but not limited to acts of God, fire, flood, severe weather, pandemic, war, civil unrest, industrial action, supply chain disruption, or interruption of utility or telecommunications supply. In such events, the affected party will use reasonable efforts to mitigate the impact and resume performance as soon as practicable, and will keep the other party informed.

We may amend these terms from time to time. The version of the terms in force on the date a case is received by us applies to that case. Material changes are notified to active prescribing practices by email at least 30 days before they take effect.

These terms, and any dispute or claim arising out of them or in connection with any case produced under them (including non-contractual disputes or claims), are governed by the laws of England and Wales.

The parties submit to the exclusive jurisdiction of the courts of England and Wales.

For questions about these terms, contact us:

Email: info@brightondentallabs.com
Phone: 01273 915 137 (Hove)
By post: Brighton Dental Labs, 14 Church Road, Hove, BN3 2FL

A Note on Compliance

Brighton Dental Labs is registered with the MHRA as a manufacturer of custom-made dental devices. All restorations are produced in accordance with the UK Medical Device Regulations 2002 (as amended), using CE or UKCA marked materials with batch traceability.

Any Questions?

We’re happy to talk it through.

For anything on this page that needs clarifying for your practice, contact the lab and we’ll get back to you within one working day.

CONTACT THE LAB SEE OUR STANDARDS

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Hove Branch

14 Church Road, Hove
East Sussex, BN3 2FL

01273 915 137

Mon – Fri: 8am – 5pm

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29 Guildbourne Centre, Worthing
West Sussex, BN11 1LZ

01903 228190

Mon – Fri: 8.30am – 5pm