Product Complaint Form - Frequently Asked Questions (FAQs)

Product Complaint Form

How to report a product complaint

For implants, abutments, clinical screws, instruments and tools

At Nobel Biocare we take all product complaints very seriously. Our ultimate goal is to identify the root cause of product failures, implement countermeasures and integrate our learnings into new product developments. In order to do this and to comply with regulatory reporting requirements, we ask you to complete our product complaint form.

To submit a product complaint, please perform the following steps:

  1. Fill in the online product complaint form and press “Submit”
  2. Print the form and place it in an envelope together with the failed sterile material.
  3. You will receive an email from Nobel Biocare with the label that you should stick on the outside of the envelope.
  4. On the next business day, a UPS courier will collect your product warranty.
  5. This online service has no shipping cost for you.

If you need help completing the online form, do not hesitate to contact our customer service at +4420 8756 3300.

Upon receipt, we will review your complaint and provide a replacement product according to our Warranty Program terms.

Fill in the form

Decontaminate the product

For returns, all products retrieved from a patient must be disinfected and sterilized. Please follow the applicable instructions below:

  • Disinfection: Use agent intended for manual disinfection, e.g. ortho-phthalaldehyde solution (rinse carefully and do not clean mechanically).
  • Sterilization:

Temperature 132°C (270°F), max. 137°C (279°F) for three minutes (up to 20 minutes). Dry for 10 minutes in chamber.

IMPORTANT: A sterilization pouch must be used and the indicator on the pouch should show that it has been put through a sterilization cycle. For products which cannot be sterilized, please follow only the disinfection instructions and insert the applicable product(s) into a sterilization pouch.

Pack the product

Sterilization pouch

Please write the following information on the pouch:

  • Product description (e.g. NobelReplace xxxx)
  • Date the issue occurred
  • Unique Complaint ID as stated in the confirmation e-mail
  • Patient code

Outer shipping container, with registered e-mail

  • Use a box or padded envelope as shipping container
  • Label the shipping container as “Decontaminated”

Contact details

If you need further support, please contact our customer service team at or call +44 208 756 3300.