Remake Policy

At occlus, we care about outcomes and long-term partnerships. If something isn’t right, we’ll work with you to resolve it quickly and fairly.

Remakes are complimentary and prioritised when occlus is at fault.

To keep things transparent, the policy below explains how remake requests are assessed and when charges may apply.

Complimentary remakes (occlus at fault)

occlus will provide a complimentary remake when the issue is determined to be due to:

  • a lab manufacturing defect

  • an error in our design or production process (where approved instructions were followed)

  • another factor within occlus’ control

Complimentary remakes are prioritised to reduce disruption to your clinical schedule.

Returning the original restoration (when requested)

To help us properly assess a remake request, Occlus may ask that the original restoration (and any relevant components) be returned before we proceed.

This is a standard industry process and allows our technicians to understand the issue accurately and determine the best solution. Where a return is requested and the original item is not provided, we may be unable to confirm liability and the remake may be chargeable.

How to submit a remake request

All remake requests must be submitted:

  • in writing

  • with a clear reason for remake

  • with supporting information (as applicable), such as:

    • photos (intraoral and/or model images)

    • notes on fit/contacts/occlusion/shade concerns

    • updated scan files if changes have occurred

Please email: hello@occlus.com.au

All remakes must be approved by both a manager and technician prior to commencement.

Our team can only confirm ETAs once the remake case has been received (if required), reviewed, approved, and entered production.

If a remake is cancelled

If a remake is approved and then cancelled by the clinic, the original restoration will still be charged in full.

When remakes are chargeable

Remakes will be charged in full where the issue is not attributable to Occlus, including (but not limited to):

A) Proceeding against our recommendation

If Occlus contacts you regarding concerns with the case (for example: design, margins, occlusion/bite, scan quality, preparation, or records) and you:

  • decline our recommendation, and/or

  • approve the case to proceed, and/or

  • request us to proceed despite the concern,

then any remake related to that issue may be chargeable.

B) Incorrect or incomplete information / records

Remakes due to incomplete or incorrect data will be billed to the clinic, for example:

  • shade change requested after submission/approval

  • incorrect tooth number

  • incorrect or insufficient bite registration

  • incomplete scan data or missing opposing/buccal bite scans

  • changes to instructions after production has commenced

C) Changes after the original case

Where the original restoration fits the original digital model, remakes/adjustments may be chargeable if:

  • a new scan or preparation is provided

  • adjacent or opposing teeth have been altered

  • the clinical situation has changed

  • the requested item/material/design has changed

D) Design approvals

If you request a design approval (where applicable), once the design is approved, the clinic is responsible for any subsequent changes or additions requested after approval.

New scans / updated records

If a remake requires a new scan, updated bite, or additional records, these must be provided before we can proceed. For example:

  • updated intraoral scan

  • updated bite registration

  • new opposing or buccal bite as required for accurate occlusion

Delivery fees

Delivery fees may apply for remakes where the clinic is responsible for the remake cost.

Review process

All remake cases are reviewed by an Occlus manager and technician to identify the likely cause and confirm the most appropriate solution.

Once assessed, the outcome will be provided by email.

If the remake request is not submitted via the process above, Occlus may be unable to approve a complimentary remake and the case may be charged in full.

We’re here to help

If you’re unsure whether a case qualifies for a complimentary remake, please contact us — we’re happy to review the details with you.

hello@occlus.com.au