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. Open the confirmation e-mail you receive and print out the attached PDF with the complaint information.
  3. Decontaminate the product.
  4. If available, prepare copies of supporting documents (e.g. X-rays/photos along with Patient ID number).
  5. Pack the product with the PDF print-out and copies of supporting documents
  6. Contact customer service team via phone or email. An e-mail will be sent to you with the pick-up label, please attach it to the package of your complaint.
    Phone: +31 30 635 49 49

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 +31 30 635 49 49.