Refund policy

Returns & Refund Policy

Last updated: 30/01/2025

At K9Grillz UK LTD, we specialise in custom-made dental jewellery. Please read this policy carefully before placing an order, as it forms part of our terms and conditions of sale.

By completing a purchase with K9Grillz UK LTD, you confirm that you understand and agree to this policy.

Custom & Made-to-Order Products

The majority of our products are custom manufactured specifically for each customer based on individual dental impressions, sizing, material choices, and design selections.

In accordance with the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, custom-made or personalised goods are exempt from the standard 14-day cancellation and refund period.

As a result:

  • All custom grillz are non-refundable and non-returnable once production has begun

  • Items are made exclusively for the customer and cannot be resold or reused

Custom products include, but are not limited to:

  • Grillz made using dental impressions

  • Custom tooth selections or layouts

  • Custom materials (including gold, silver, diamonds, or other precious metals)

  • Any product described as custom, made-to-order, or bespoke

Impression Kits

Impression kits are not custom-made products and are covered by standard consumer cancellation rights only if unopened and unused.

  • Impression kits may be returned within 14 days of delivery only if the kit remains sealed, unused, and in its original condition

  • Opened or used impression kits are non-refundable for hygiene and safety reasons

  • Shipping costs are non-refundable

If an impression kit is purchased as part of a custom grillz order:

  • Refunds apply to the impression kit only, not the custom grillz

  • Once the impression kit is opened or used, no refund will be issued

Order Cancellations

Before Production

Orders may be cancelled within 24 hours of purchase, provided that:

  • Dental impressions have not been received , and

  • Manufacturing has not begun

If eligible, a full refund will be issued.

After Production Begins

Once dental impressions have been received or production has started:

  • Orders cannot be cancelled

  • No refunds will be issued

When Production Begins

For the purposes of this policy, production is considered to have started once any work is carried out in preparation for manufacturing a custom item.

This includes, but is not limited to:

  • Reviewing and processing the order

  • Confirming custom specifications or tooth selections

  • Preparing, allocating, or reserving materials

  • Logging the order into our production system

  • Beginning design planning, modelling, or manufacturing preparation

Once production has started:

  • Orders cannot be cancelled

  • Refunds will not be issued for custom-made products

Customers are responsible for ensuring all order details are correct before completing their purchase.

Refunds & Exchanges

We do not offer refunds or exchanges for:

  • Change of mind

  • Incorrect tooth selection chosen at checkout

  • Incorrect sizing caused by improper use of impression kits

  • Natural discomfort due to bite differences or tooth anatomy

  • Delays caused by incomplete, incorrect, or late impression submissions

Customers are responsible for ensuring all selections are correct before placing an order.

Fit Issues & Adjustments

If your grillz do not fit as intended, we may offer adjustments at our discretion, subject to the following conditions:

  • You must contact us within 48 hours of delivery

  • The grillz must be unused, unworn, and unmodified

  • Clear photos or videos must be provided upon request

Adjustments may require:

  • Returning the original grillz

  • Submitting new dental impressions

  • Payment of adjustment or remake fees

Refunds are not provided for fit issues.

Faulty or Defective Items

If your item arrives with a confirmed manufacturing fault, please notify us within 48 hours of delivery.

Where a fault is verified, we may offer:

  • A repair

  • A replacement

  • Or a partial refund, at our discretion

This does not apply to:

  • Damage caused by misuse or improper care

  • Normal wear and tear

  • Damage caused after delivery

Non-Returnable Items

For hygiene and safety reasons, the following items are strictly non-returnable:

  • Custom grillz and dental jewellery

  • Impression kits once opened or used

  • Any item that has been worn or placed in the mouth

Shipping & Delivery

Shipping fees are non-refundable.

K9Grillz UK LTD is not responsible for:

  • Courier delays

  • Incorrect addresses provided by the customer

  • Failed delivery attempts due to recipient unavailability

Chargebacks & Payment Disputes

Customers must contact us before initiating a chargeback.

Unresolved chargebacks may result in:

  • Order cancellation without refund

  • Restriction from future purchases

  • Evidence submission to the payment provider

Contact Information

If you have any questions about this policy, please contact us before placing your order:

Instagram: K9GRILLZUK
Website: https://k9grillzuk.co.uk/

Legal Compliance

This policy is compliant with:

  • Consumer Rights Act 2015

  • Consumer Contracts Regulations 2013

Custom-made and personalised goods are legally exempt from standard cancellation rights.

Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.

Where goods are faulty, not as described, or not fit for purpose, you may be entitled to a repair, replacement, or refund in accordance with UK law.