Effective Date: 14 August 2025
The following Terms and Conditions apply to all orders placed with Melbourne Smiles Dental Laboratory (MSDL). These Terms may be updated at any time without notice, with the current version always available on our website at www.melbournesmiles.com.au
By engaging MSDL for goods or services, you agree to the terms outlined below.
1. Acceptance
By submitting an order or instruction to Melbourne Smiles Dental Laboratory, you accept and agree to be bound by these Terms and Conditions. These Terms are binding upon acceptance and may only be amended in writing by MSDL.
2. Credit
Credit terms are extended solely at the discretion of MSDL and may be amended or revoked at any time. We reserve the right to request pre-payment from any customer.
Where a credit facility has been approved, MSDL may alter the credit limit, suspend credit access, or request full payment at its discretion without prior notice.
MSDL also reserves the right to decline service to new or existing customers if deemed necessary.
3. Price and Payment
- Prices for services and products are set out in our current fee schedule, which is available upon request.
- Prices are subject to change without prior notice.
- All applicable taxes (including GST) will be added to the invoice total in line with current legislation.
- Invoices are payable within 30 days of the issue date unless otherwise agreed in writing.
- Overdue accounts may incur interest at a rate of 10.7% p.a., plus administration charges.
- Accepted payment methods include: EFT, direct debit, Visa, and Mastercard.
- MSDL reserves the right to suspend case work or hold deliveries if accounts fall into arrears.
- All goods remain the property of MSDL until full payment has been received and cleared.
4. Service & Delivery
- MSDL offers local courier collection and delivery for eligible Melbourne metro and outer metro areas — please contact our team to check availability.
- Customers are responsible for ensuring that inbound cases are securely packaged and delivered on time. MSDL is not liable for loss, delay, or damage during transit.
- All inbound delivery costs are the responsibility of the customer.
- Standard turnaround times vary by product and range from 3 to 12 in-lab days, depending on the complexity of the case. Delivery times may be affected by factors beyond our control, including missing information or technical clarification requirements.
- Express turnaround options are available on request and may incur additional charges.
5. Warranty & Guarantee
- MSDL offers the following standard warranties:
- 10-year warranty on monolithic zirconia crowns and bridges.
- 10-year warranty on full-contour zirconia restorations.
- All warranty claims must be submitted with the original product returned for inspection. If a manufacturing defect is confirmed, a replacement will be provided at no charge.
- Warranty does not apply if:
- A try-in or setup stage was advised but omitted.
- The product was made using suboptimal impressions or without a special tray, against our recommendation.
- Shade, material, or case design changes are requested after manufacture.
- Implant components need to be replaced due to changes outside of MSDL’s control.
- Remakes requested without returning the original case will be billed at full cost.
- Warranty extends only to the replacement product and excludes labour costs, insertion/removal fees, or any clinical chair time.
6. Remake Policy
MSDL reserves the right to apply a partial or full charge (50–100%) for remakes under the following circumstances:
- The appliance fits the model but not intraorally.
- A new material, shade, or design is requested.
- The original product is not returned for review.
- No clear reason is provided for the remake request.
- Additional componentry (e.g. implant parts) is required for the remake.
- A new impression is recommended but not supplied.
Where, after review, the issue is found not to be related to manufacturing quality, the warranty may be voided, and standard remake fees will apply.
7. Liability and Exclusions
The following are excluded from all warranties and guarantees:
- Cash refunds.
- Reimbursement for removal or reinsertion of any device.
- Clinical time, postage, or third-party costs.
8. Governing Law
These Terms and Conditions are governed by the laws of the State of Victoria, Australia. Any disputes relating to these Terms must be brought before a court of competent jurisdiction within Victoria.
