Refund & Cancellation Policy
Dental Designs, 3D Printed Products & Prosthetics
Website: www.diceram.co.za
Last updated: 26 May 2026
This Refund and Cancellation Policy explains the terms that apply to orders placed with DiCeram Planning Centre. It forms part of our Terms and Conditions. By placing an order with us, you agree to the terms set out below.
Nature of Our Products
DiCeram Planning Centre supplies custom dental designs, 3D printed products, bite plates, dental models, prosthetics, and related digital and manufactured items. Because these products are made to order and produced to the specifications you provide, they cannot be resold or repurposed once manufactured. For this reason, special terms apply to refunds and cancellations, as set out in this policy.
No Refunds or Exchanges on Manufactured Items
We do not offer refunds or exchanges on manufactured items and designs. In particular:
- No refunds will be issued on any manufactured items once production has commenced.
- No exchanges will be accepted on manufactured dental products, prosthetics, or 3D printed items.
- Clients are responsible for verifying that all prescription details, measurements, and specifications are correct before submitting an order.
We strongly encourage Clients to carefully review all order details before submission, as errors identified after production has commenced cannot be corrected through a refund or exchange.
Cancellations and Orders Placed by Mistake
If an order was placed by mistake, you may request a cancellation within 24 hours of payment, subject to the following:
- Cancellation requests must be submitted in writing via email within 24 hours of payment.
- If approved, a refund will be issued minus a 10% administration fee.
- Approved refunds will be paid into the Client’s account within 7 working days.
- Cancellations cannot be granted once production of the relevant item has commenced, even if the 24-hour window has not yet elapsed.
How to request a cancellation
- Email us in writing within 24 hours of payment, quoting your order reference and the reason for cancellation.
- We will confirm whether production has commenced and whether the cancellation can be approved.
- If approved, we will process your refund, less the 10% administration fee, within 7 working days.
Design Edits
Each order includes a maximum of 2 (two) complimentary design edits per case. Please note:
- Edit requests must be submitted clearly in writing via email or our designated communication channel.
- Edits beyond the 2 included revisions may be subject to an additional fee.
- Design edits apply only to the digital design phase and do not apply to manufactured or printed items.
- Once a design has been approved and sent to production, no further edits can be made to that order.
Faulty or Incorrect Items
If you believe an item supplied is faulty, or does not match the approved design and specifications submitted with your order, please contact us in writing as soon as possible so we can review the matter. This policy does not affect any rights you may have under the Consumer Protection Act 68 of 2008 or other applicable South African law.
How to Contact Us
All cancellation, refund, and design edit requests must be made in writing. Please direct them to:
DiCeram Planning Centre
Di-Ceram Lab cc
3rd Floor, De Waterkant Centre, 9 Somerset Road
Green Point, Cape Town, Western Cape 8001, South Africa
Email: info@diceram.co.za
Phone: +27 82 367 2264
Website: www.diceram.co.za
Changes to This Policy
DiCeram Planning Centre reserves the right to update or modify this Refund and Cancellation Policy at any time without prior notice. Continued use of our website and services following any changes constitutes acceptance of the updated policy. This policy is governed by the laws of South Africa, and any disputes are subject to the exclusive jurisdiction of the courts of Cape Town, South Africa.