Order Terms

Acceptance of Responsibility

Ownership and Prescription

The client submitting the order declares to be a professional qualified in the design and/or prescription of custom prosthetic devices (dental technician, dentist, or equivalent). By submitting the files, the client attests to having obtained the final patient's informed consent for the production of the device.

Design Responsibility

The prosthetic structure contained in the submitted file was entirely modeled under the client's technical and clinical responsibility. Dentra does not perform any clinical, structural, or functional evaluation of the design and solely executes the work based on the instructions received.

Biomechanical and Clinical Risks

The client accepts and acknowledges that any issues related to geometries, thicknesses, articulations, biomechanical incompatibilities, or design choices fall entirely under their own responsibility. Dentra is not liable for damage, malfunction, or clinical consequences arising from inadequate, erroneous, or unsuitable designs.

Production from Inadequate Files

Dentra reserves the right to refuse work on files that are technically unfeasible or clearly inconsistent, without obligation to assess structural or functional risks, which remain the client's responsibility. For the inverse case — a file that is inadequate due to a design error attributable to the Dentra team — refer to the section "Design Errors and Reworks".

Design Modification Requests

If the client requests modifications to an already modeled design, Dentra will act on the client's direct instruction, who remains solely responsible for the validity and safety of the final result. The modification or adaptation of the original design constitutes a clinical and prosthetic evaluation made by the client.

Technical Support Limitations

Any visual checks, technical advice, or guidance provided by Dentra do not modify or reduce the client's exclusive responsibility regarding the submitted design.

Return Policy

Nature of Products

All products manufactured by Dentra are custom prosthetic semi-finished goods, produced according to technical specifications provided by the client and specific to an individual patient. Therefore, they cannot be standardized, reused, or repurposed for other clinical cases.

Client Acceptance and Commitment

The order submission, together with the attached files, formally corresponds to a manufacturing prescription. By submitting the order, the client authorizes the start of production and accepts that it will no longer be possible to modify, cancel, or return the commissioned work. The client is required to carefully verify the files before submission.

Exclusion of Right of Withdrawal

Pursuant to Article 59 of Italian Legislative Decree 206/2005 (Consumer Code), as these are custom-made goods, the right of withdrawal is expressly excluded.

Non-Conformity Cases

Dentra accepts complaints exclusively in cases where the received product presents objective manufacturing errors not conforming to the submitted file, or a material different from the agreed one was used. In such cases, Dentra undertakes to reproduce the product at its own expense, following technical verification. This section governs manufacturing errors only (CAM, material, finishing): for design errors (CAD) attributable to the Dentra team, refer to the section "Design Errors and Reworks".

Production Refusal

Dentra reserves the right to refuse processing of files that are technically unsuitable, incomplete, or erroneous.

Design Errors and Reworks

Design Errors Attributable to Dentra

A "design error attributable to Dentra" means a defect in the CAD file produced by the Dentra team (geometry, occlusion, thicknesses, preparation margins, morphological or functional choices) that renders the device clinically unusable, regardless of who subsequently milled or printed it. The following do not fall within this definition: errors arising from inadequate impressions or scans provided by the client, manufacturing errors of the producer (which fall under "Non-Conformity Cases"), and clinical modifications requested by the client during the work.

What Dentra Covers

When a design error is attributable to Dentra, Dentra reworks the CAD file free of charge, subject to technical verification of the defect. The following are explicitly excluded from coverage: the cost of the material used for the previous manufacturing, the fee of the external producer who carried out the work, any shipping costs, and any clinical burden (refunds to the patient, dental practice time, anesthesia, additional sessions).

Time Window for Reporting

Reporting of the design error must occur before the clinical try-in or final cementation of the device on the patient. Once the device has been tried in the mouth or cemented, it is presumed that the client deemed it suitable: beyond that moment, responsibility for the device rests entirely with the client, even in the presence of design errors that may subsequently come to light.

Work Performed by Third Parties

When the manufacturing (milling, printing, finishing) is entrusted to an external producer — whether part of the Dentra marketplace or a laboratory independently chosen by the client — responsibility is divided by phase: Dentra is responsible exclusively for the CAD design, in accordance with the terms of the preceding sections, while the third-party producer is responsible for the quality of the manufacturing, conformity to the file received, and the materials used. A client who turns to an external laboratory for manufacturing accepts that any complaints about milling quality, material, or finishing must be resolved directly with that laboratory. For work performed through the Dentra marketplace, Dentra acts as the sole commercial interlocutor but applies the same division of responsibility on the technical phase.