Warranty
Warranty return-flight support — SmileCare Global Warranty
How Picasso Dental Clinic's SmileCare return-flight support works for New Zealand patients requiring approved warranty treatment in Vietnam — eligibility, approval process, documentation, and reimbursement.
Approved SmileCare warranty claims can include return-flight support for remedial treatment at Picasso Dental Clinic. Reimbursement requires written pre-approval from Picasso before flights are booked, is governed by the policy terms in your treatment handover pack, and does not apply automatically to every issue reported after treatment.
This page explains how return-flight support works in practice for New Zealand patients, what triggers it, and what you need to do from the moment you notice a problem to the point of booking a flight home to Vietnam.
Read the warranty hub first if you want an overview of warranty periods, exclusions, and the full claims process before reading this page.
What return-flight support is
SmileCare’s return-flight support is a provision within the warranty policy that can cover the cost of a return flight to Vietnam when Picasso clinically approves a warranty visit.
It is not a blanket travel insurance product. It is a specific provision that applies to a specific set of circumstances.
It exists because Picasso recognises that remedial dental treatment cannot always be completed remotely. Some issues — a failed osseointegration, a prosthetic fracture that requires laboratory remake, or a significant occlusal problem — can only be assessed and resolved in the clinic. For those cases, the cost of returning to Vietnam is a legitimate part of the warranty claim.
What return-flight support is not
- A free flight for any concern you report.
- Compensation for the inconvenience of having dental treatment overseas.
- Cover for travel that you arrange before Picasso approval.
- Cover for upgraded airfares, companion travel, accommodation, or travel insurance.
- Unlimited use across the full warranty term.
- Applicable to treatments performed at another clinic.
Who is eligible
Eligibility for return-flight support depends on the following conditions:
The issue is covered under the warranty. The material, workmanship, or prosthetic problem must fall within the warranty scope for your treatment. Problems caused by trauma, grinding without a prescribed night guard, poor hygiene, smoking, or elective changes are generally excluded. See the warranty exclusions section.
Picasso has conducted a remote clinical review. The team must review photos, symptoms, and relevant New Zealand dentist notes before determining whether a clinic visit is necessary.
Picasso has issued written approval for the warranty visit. This approval explicitly states that return-flight support applies to your case.
You have not had the work permanently altered by another dentist without prior approval, except for emergency stabilisation.
Your case is within the applicable warranty period for the material or treatment.
How to open a claim — step by step
Step 1: Document the issue
Do this before contacting anyone. Good documentation speeds the review.
Take clear photos in good indoor light. If a prosthetic moves, take a short video. Note:
- When you first noticed the problem.
- Whether there is pain, and how it has changed.
- Whether the bite changed.
- Whether any trauma, fall, or accident occurred.
- Whether you have been grinding your teeth.
Step 2: Contact your Picasso coordinator
Send the following to [email protected]:
- Your full name.
- Treatment date and Picasso branch.
- Booking or patient ID if you have it.
- Tooth number or prosthetic type if known.
- Photos and/or video.
- Description of symptoms.
- Any notes or X-rays from your New Zealand dentist.
The more complete your submission, the faster the review.
Step 3: Wait for remote review
Unless you have a clinical emergency, wait for Picasso’s response before booking anything or authorising local repair.
Remote review typically takes 24–72 hours once a complete submission is received. Picasso may ask for additional photos, a short video call, or a New Zealand dentist assessment before reaching a conclusion.
Step 4: Receive written determination
Picasso will advise one of the following:
- Remote resolution: the issue can be managed in New Zealand with Picasso’s written guidance, or it is excluded from warranty.
- Local repair authorised: a New Zealand dentist can complete specific remedial work with Picasso’s written instructions.
- Return visit required: the issue must be assessed and treated at a Picasso branch. If return-flight support applies, this is stated explicitly in writing at this stage.
Step 5: Book travel only after written approval
If Picasso approves a return visit with flight support, book the cheapest available economy fare on a direct or one-stop route. Keep all receipts from the point of approval.
Do not book premium cabins, long stopovers, or companion flights against the policy. These are not covered.
Step 6: Treatment, documentation, and reimbursement
Attend the approved treatment appointment. On completion, Picasso provides updated warranty documentation, treatment records, and any prescription for aftercare.
Reimbursement of the return flight is processed according to the written schedule in your handover pack. New Zealand patients plan in NZD; Picasso confirms the reimbursement currency and method in writing before you travel.
Documents to keep
From the moment of treatment completion, keep the following safe:
| Document | Why it matters |
|---|---|
| Treatment summary | Establishes what was done and by whom |
| Invoice (NZD and VND) | Required for reimbursement and insurance claims |
| Implant brand card / fixture documentation | Identifies the system for both warranty and your NZ dentist |
| Warranty documents | Specifies terms, periods, and exclusions |
| OPG or CBCT copies | Baseline imaging for comparison if issues arise |
| Shade prescription or material names | Useful for any crown or veneer warranty claim |
| Aftercare instructions | Demonstrates patient compliance |
| Coordinator contact details | Your direct path for claims |
Once a claim opens, also keep:
- All emails with Picasso.
- Photos and videos submitted for review.
- Written approvals received.
- Flight receipts and boarding passes.
- New Zealand dentist notes or X-rays.
Budget planning in NZD
Even with return-flight support, budget a personal gap. Airline prices fluctuate, and the policy reimburses according to its own schedule, not the exact fare paid.
| Item | Planning note |
|---|---|
| Return economy airfare | Auckland–Hanoi or Auckland–Ho Chi Minh City: typically NZD 900–1,600 |
| Accommodation | Plan 3–7 days depending on treatment complexity |
| Lost leave or work | Not covered — factor this into your overall dental holiday budget |
| Personal gap | Budget NZD 300–500 gap between policy reimbursement and actual cost |
These are planning estimates. Actual airfares fluctuate significantly; book early once approval is received.
Why written approval matters
Unlimited flight promises without documentation are a red flag in dental tourism marketing. No policy can sustain uncapped flight reimbursement.
Written approval before travel protects you in two ways:
- You are not left disputing whether the flight cost is covered after you return.
- Picasso is not exposed to fraudulent or unreasonable claims.
If a clinic offers unconditional flight guarantees with no written process, ask to see the specific policy terms. A clear, written process with realistic limits is more credible than an unlimited verbal promise.
Related pages
- Warranty hub — full terms, exclusions, material periods
- What if something goes wrong — triage pathway
- Follow-up care in New Zealand — working with your NZ dentist
Request a free NZD quote and ask for the warranty terms that apply to your treatment before you book.
About this page
Medically reviewed by
Dr. Emily Nguyen
Founding Clinical Director, Picasso Dental Clinic
DDS · Founder and Clinical Director, Picasso Dental Clinic group
Clinical focus: Cosmetic dentistry · Veneers · Smile design
Dr. Emily Nguyen founded Picasso Dental Clinic in 2013 (originally Serenity International Dental Clinic) and led its 2023 rebrand. She sets clinical standards across the group's six branches in Hanoi, Da Nang, Ho Chi Minh City, and Da Lat, and personally reviews cosmetic protocols including the Portrait Sitting workflow for veneers and smile makeovers.
Frequently asked questions
Does SmileCare pay for every flight cost if I have a warranty issue?
No. Return-flight support is not automatic. It applies when Picasso clinically determines that a warranty issue requires remedial treatment in Vietnam, approves the claim in writing, and that approval specifically includes travel support under the policy terms in your handover pack. Not every issue triggers a return flight — many concerns can be resolved remotely or by a New Zealand dentist with Picasso's guidance.
Do I book my own flights?
Only after you have written approval from Picasso. Booking flights before approval risks covering the cost yourself. The sequence is: report the issue, wait for remote review, receive written approval, then book. Keep all receipts from the moment you receive approval.
Can I claim travel costs before Picasso approves the warranty visit?
No. Pre-approval is a strict requirement. Unauthorised travel expenses are not covered under the policy. If you are uncertain whether a visit is required, contact your Picasso coordinator before booking anything.
How long does the approval process take?
Remote clinical review typically happens within 24–72 hours of a complete submission — photos, symptoms, and any New Zealand dentist notes. Complex cases involving implants or full-arch prosthetics may take longer. Picasso will give you a timeline when the review is opened.
Is reimbursement paid in NZD?
New Zealand patients should plan financially in NZD. Picasso confirms the reimbursement method, currency, and amount in writing as part of the approval. Budget a personal gap for any difference between actual airfare and the policy amount.
What documentation do I need to keep?
Keep your treatment summary, invoice, implant brand card or fixture documentation, all warranty documents issued at treatment completion, any X-rays or CBCT files, and the written approval from Picasso once issued. Also keep flight receipts and boarding passes from the date of travel. This documentation supports both the claim and any insurance claim you wish to lodge separately.
Does going to a NZ dentist first void my warranty?
Emergency stabilisation — pain relief, temporary splinting, antibiotics prescribed by a NZ dentist — does not void the warranty process. However, elective repair, replacement, or permanent alteration by another dentist without prior Picasso approval can complicate or void the claim. Contact Picasso before authorising any non-emergency work on Picasso restorations.
What if I cannot fly back to Vietnam for the warranty visit?
If travel is not feasible, discuss the options with your coordinator. In some cases Picasso can arrange remote-supervised repair with a New Zealand dentist, provide written instructions for local management, or agree an alternative resolution. The written policy terms in your handover pack govern what alternatives are available for your specific case.