NDX Aligners policies

Cancelation Policy

1. Treatment Plan: A case may be canceled before the treatment plan is published with no fees incurred. If a case is canceled after a plan is published, regardless of the approval decision, there is no refund

Once a treatment plan is approved for manufacturing, you will not be able to make any amendments. You must be vigilant and ensure that when a case is approved, this is the treatment plan you would like to proceed with.

2. Manufacturing Cases: There is a grace period of one hour to cancel the case before it enters the automated manufacturing system. After that, the case is in manufacturing and cannot be canceled and will incur full case charges.

How to cancel a case:

Cases must be canceled through the “Cancel Case” feature in the NDX Aligners Doctor Portal. To cancel a case in the NDX Aligners Doctor Portal, please follow these steps:

  • Step 1: Search for the specific case you need assistance with on the home page. You may search for case ID or patient name.
  • Step 2: Click on the case to expand and view additional information.
  • Step 3: Click on the “Cancel Case” button.Patient Record
  • Step 4: Read the terms and click “YES”.

Complaint-Handling Policy

Addressing Defective Products, Quality Issues and Complaints: Please report any complaints to National Dentex (NDX) as soon as you become aware of them. You can use this form to submit your complaints. Please use this form to submit your complaints.

If you do not have a Gmail account, please click here to download a copy of the form. Please fill out the form, save it and email it to us at ndx-aligners@nationaldentex.com

Please provide a detailed description of the issue, including any relevant symptoms (such as pain, discomfort or irritation), any modifications made to your patient’s treatment plan (e.g., wearing aligners longer than recommended) and confirm that the patient has complied with the treatment instructions.

When possible, return the defective sample to NDX for further assessment. In such cases, we will provide shipping instructions.

Include intraoral images of your patient’s mouth, both with and without the aligners. These images will aid in assessing the issue and determining the appropriate course of action.

By following these requirements, NDX and its manufacturing partner will be able to conduct a thorough investigation and effectively address any complaints.


The period of validity of the Warranty will commence upon the date of delivery by National Dentex (NDX) and shall expire, and all claims for defective Products shall expire one (1) week following the completion of each Product’s wear cycle as shown in the Treatment Plan.

The Warranty does not cover, and NDX does not provide any warranty for, defects and/or faults arising from (i) the misuse or improper handling of the Products by the Purchaser or any third-party or (ii) any inaccuracy of Patient Data or other information provided to NDX or the non-conformity between the teeth of the relevant Patient and the Treatment Setup provided to NDX.

For any Warranty claim to be valid: The Purchaser should supply additional information and documentation as listed in the “Complaint-Handling Policy” to help NDX in the course of evaluating the Warranty claim.

NDX will, at NDX cost and expense, as sole and exclusive remedy in relation to the Warranty, repair or replace the Product, when applicable.