How to Complete and Submit the Neodent Failed Implant Return Form

To return a failed Neodent implant or component, a dental practitioner completes the Neodent Limited Warranty Questionnaire (form USLIT-2078), sterilizes the failed product, and sends both to Straumann’s returns facility in Andover, Massachusetts. In the United States, the questionnaire can be submitted online through the Neodent eShop at neodent.us/eshop or printed, filled out by hand, and mailed with the product.¹ The form and product must arrive within 90 days of the event or removal date, so the sooner you start, the better.

What to Have Ready Before You Open the Form

The questionnaire is long and detailed. Pull your records together first so you can complete it in one sitting:

The article reference (REF) number and lot or serial number from the original packaging or the chart sticker placed at the time of surgery
The placement date and the event or removal date
The ADA tooth number of the implant site
Radiographs from placement and from the time of failure (send copies; Neodent does not return radiographs unless you specifically ask)¹
The patient’s medical history, plus the surgical record showing bone quality, drill sequence, torque values, and any augmentation or membrane use

Filling Out the Form

Customer and Patient Section

At the top of the form, enter your facility name, clinician name, contact information, and your Straumann account numbers (sold-to and ship-to). For the patient, use a Patient ID. The U.S. form specifically instructs you not to enter the patient’s name, for privacy reasons.¹ Record age, gender, and smoking status.

Then work through the patient history checkboxes. The form asks about diabetes mellitus, compromised immunity, drug or alcohol abuse, untreated endocrine illness, blood coagulation disorder, radiation to the head or neck, steroids or concurrent chemotherapy, xerostomia, and psychological or lymphatic disorders. These fields are mandatory. Skipping them can disqualify the claim, even though none of the conditions on their own voids the warranty.¹ The form also asks whether bruxism, biomechanical overload, or trauma contributed to the failure.

Surgery and Product Details

The surgery section captures what happened at placement. You will indicate bone quality (type I through IV), the drill sequence and drill sizes, the placement method (manual, handpiece adapter, or digital navigation), and the torque applied. The form asks whether primary stability and osseointegration were achieved, whether the implant was immediately loaded, and whether bone covered the implant at placement.¹ If the implant was placed and removed on the same day, the form asks whether a replacement implant was successfully placed in the same site and, if not, why. There is also space to note conditions present at surgery such as periodontal disease, local infection, diseased mucous membrane, or complications during site preparation.

Prosthesis and Event Information

The prosthesis section covers the type of restoration (crown, bridge, full arch, and so on), the dates the abutment and restoration were installed, and whether a torque control device was used. The event section asks about the patient’s hygiene and whether the recall schedule was followed, and gives you space to describe what actually failed: mobility, fracture, or another adverse event. Describe the failure accurately. Neodent inspects the returned product, and inconsistencies between the clinical narrative and the physical evidence are a common reason for denial.

Sterilizing and Shipping the Product

Neodent will not evaluate an unsterilized return. Products that arrive without sterilization confirmation are discarded on arrival, and any cost falls on the clinician.² Autoclave the failed component using your standard instrument sterilization protocol, and include sterilization confirmation such as a processed indicator strip or integrator with the shipment.

In the United States, ship the sterilized product with the completed form to:

Straumann Returns
60 Minuteman Rd.
Andover, MA 01810³

Use a tracked shipping method. The U.S. questionnaire requires the completed form and the product to arrive within 90 days of the event or removal date.¹ International submissions run on a two-step clock: the form must be completed within 90 days of the event, and the product must be returned within 60 days of completing the form.⁴ Missing either deadline disqualifies the claim.

What the Warranty Actually Covers

Before you invest time in the form, confirm the product still falls within its coverage period. Implants carry a lifetime warranty. Non-customizable, non-temporary prosthetic abutments (metal and ceramic) carry a ten-year warranty. Temporary or transitional components carry a six-month warranty from installation, and there is no coverage after that or after the useful life stated in the instructions for use.⁴

Two conditions apply across every category. The product has to be an original Neodent product legitimately acquired, not mixed with parts from other brands, and it has to have been used in strict accordance with Neodent’s instructions for use.⁵ The warranty runs to the purchasing dental professional. It does not extend to patients or to intermediary suppliers.⁴

Customizable abutments are outside coverage entirely, and the warranty pays only for the replacement product. It does not reimburse surgical labor, chair time, or any other clinical cost tied to removing the failed implant or placing the new one.⁴

Common Reasons Returns Get Denied

Most denials trace to a small set of avoidable problems:

Mandatory fields left blank, especially the patient history checkboxes¹
Non-original components used with the Neodent implant body, such as third-party abutments or screws⁵
Unsterilized returns, which get discarded before review²
Submission after the 90-day reporting window
Deviation from the published instructions for use, whether on drill sequence, torque, or placement protocol

After You Submit

Once the form and product reach Andover, Neodent reviews the submission and inspects the failed component to decide whether the warranty conditions are met. The policy does not publish a firm turnaround time. The U.S. form states that a replacement “can be provided in a timely manner” when all necessary information and the product are received.¹ Approved claims are replaced with the same type and size at no cost, or with an equivalent product if the original has been discontinued.⁴

1
Straumann. Neodent Limited Warranty Questionnaire
2
Straumann. Neodent Products Warranty Form
3
Neodent. Returns Policy
4
Straumann. Neodent Products Warranty Policy
5
Straumann. Neodent Implant Guarantee Policy