Return Policy

GRILLZ.COM RETURN POLICY

Effective Date: January 1, 2025
Last Updated: January 1, 2025

OVERVIEW

Due to the personal, hygienic, and custom nature of dental jewelry products, Grillz.com operates under a NO RETURNS policy. This policy protects the health and safety of all customers while maintaining product integrity. Limited exceptions apply only in extraordinary circumstances as detailed below.

IMPORTANT: By purchasing from Grillz.com, you acknowledge and agree that products cannot be returned for any reason except those explicitly stated in this policy.

1. GENERAL NO RETURNS POLICY

1.1 Health and Safety Reasons

Why We Don't Accept Returns:

  • Hygiene Protection: Dental jewelry comes into direct contact with saliva and oral bacteria
  • Cross-Contamination Prevention: Returned items pose health risks to other customers
  • FDA Guidelines: Oral care products cannot be resold once used
  • Customer Safety: We prioritize the health of all our customers

1.2 Product Categories - No Returns

All Products Are Non-Returnable:

  • Custom grillz and dental caps
  • Pre-made grillz and dental jewelry
  • Impression kits and molding materials (once opened)
  • Dental accessories and cleaning products
  • Digital consultations and services
  • Gift cards and store credit

1.3 Custom Product Considerations

Custom Manufacturing:

  • Products made specifically to your measurements
  • Personalized designs cannot be resold
  • Impression-based manufacturing ensures unique fit
  • No standardized sizing for resale

2. EXTREMELY LIMITED EXCEPTIONS

2.1 Manufacturing Defect Returns

Only Qualifying Circumstance for Returns: Manufacturing defects that render the product completely unusable, including:

  • Product arrives broken or severely damaged
  • Wrong materials used (e.g., silver instead of ordered gold)
  • Significant manufacturing errors affecting basic functionality
  • Products that are structurally unsound upon delivery

What Does NOT Qualify as Manufacturing Defect:

  • Minor color variations from photos
  • Slight imperfections in handcrafted items
  • Size issues due to incorrect impressions
  • Personal dissatisfaction with appearance
  • Comfort or fit preferences
  • Allergic reactions to materials
  • Normal wear patterns
  • Scratches or tarnishing over time

2.2 Defect Return Requirements

Strict Documentation Required:

  • Time Limit: Must be reported within 48 hours of delivery
  • Photo Evidence: Clear, high-resolution images showing defect
  • Unused Condition: Product must be completely unused
  • Original Packaging: All original packaging and materials included
  • Written Description: Detailed explanation of manufacturing defect

Defect Claim Process:

  1. Immediate Contact: Email defects@grillz.com within 48 hours
  2. Documentation: Provide order number, photos, and detailed description
  3. Review Period: 5-7 business days for claim evaluation
  4. Decision: Written decision provided via email
  5. Return Authorization: If approved, return authorization number provided
  6. Shipping: Return via provided prepaid shipping label only

2.3 Fraudulent Transaction Returns

Unauthorized Purchase Protection: Returns accepted only for verified fraudulent transactions:

  • Identity theft with police report
  • Unauthorized credit card use (bank confirmed)
  • Account hacking with proper documentation

Fraud Return Requirements:

  • Police report filed and provided
  • Bank/credit card fraud confirmation
  • Identity verification process completed
  • Full cooperation with investigation
  • Original packaging and unused condition

3. IMPRESSION KIT POLICY

3.1 Impression Kit Returns

Generally Non-Returnable:

  • Once opened, impression kits cannot be returned
  • Hygiene concerns prevent resale of opened kits
  • Materials may be contaminated once exposed

Unopened Kit Returns:

  • Unopened impression kits may be returned within 7 days
  • Must be in original sealed packaging
  • Return shipping costs paid by customer
  • 15% restocking fee applies

3.2 Impression Kit Defects

Defective Kit Replacement:

  • Missing components in sealed kit
  • Damaged materials due to shipping
  • Expired impression materials (past expiration date)
  • Incorrect kit type sent

Replacement Process:

  • Contact customer service with kit serial number
  • Photo documentation of defect required
  • Replacement kit shipped at no charge
  • Original defective kit must be returned

4. WHAT TO DO BEFORE PURCHASING

4.1 Careful Consideration Required

Before Placing Your Order:

  • Read all product descriptions thoroughly
  • Review size guides and measurement instructions
  • Understand material properties and care requirements
  • Consider consulting with a dental professional
  • Ask questions via customer service if uncertain

4.2 Product Research Tools

Available Resources:

  • Detailed product specifications
  • Material composition information
  • Size and fit guides
  • Customer photos and reviews
  • Virtual consultation services
  • FAQ section and educational content

4.3 Customer Service Support

Pre-Purchase Assistance:

  • Product selection guidance
  • Sizing and fit consultation
  • Material recommendation based on needs
  • Custom design discussion
  • Care and maintenance information

Contact for Questions:

  • Email: support@grillz.com
  • Phone: +1 (310) 903-7282
  • Live chat: Available on website
  • Hours: Monday-Friday, 9 AM - 6 PM PST

5. SHIPPING DAMAGE CLAIMS

5.1 Shipping Damage vs. Manufacturing Defect

Shipping Damage:

  • Damage occurred during transit
  • Packaging shows signs of rough handling
  • Product was functional when shipped
  • Damage visible upon opening package

Claim Requirements:

  • Report within 24 hours of delivery
  • Photos of damaged packaging and product
  • Do not discard shipping materials
  • Contact carrier and Grillz.com simultaneously

5.2 Shipping Damage Process

Immediate Steps:

  1. Document Everything: Photos of package and product damage
  2. Contact Carrier: File damage claim with shipping company
  3. Notify Grillz: Email shipping@grillz.com with documentation
  4. Preserve Evidence: Keep all packaging materials
  5. Await Instructions: Follow specific guidance from customer service

Resolution Options:

  • Replacement product at no charge
  • Shipping insurance claim processing
  • Coordination with carrier investigation
  • Expedited replacement if needed

6. LOST OR STOLEN PACKAGES

6.1 Delivery Confirmation Required

Package Tracking:

  • All orders include tracking information
  • Delivery confirmation required for high-value orders
  • Customer responsible for package security after delivery
  • Address accuracy is customer's responsibility

6.2 Lost Package Policy

After Confirmed Delivery:

  • Customer responsible for package security
  • No replacement for stolen packages
  • Recommend secure delivery locations
  • Insurance claims processed when applicable

Before Delivery Confirmation:

  • Full investigation with shipping carrier
  • Replacement provided if package confirmed lost
  • Additional security measures for replacement shipment

7. WRONG ITEM SHIPPED

7.1 Grillz Error in Shipment

Our Shipping Mistakes: If we ship the wrong item due to our error:

  • Full replacement of correct item at no charge
  • Return of incorrect item required
  • Expedited shipping for replacement
  • Prepaid return label provided

Customer Must:

  • Report error within 48 hours of delivery
  • Provide order number and description of error
  • Keep incorrect item in unused condition
  • Return incorrect item in original packaging

7.2 Customer Ordering Error

Customer Mistakes: If customer ordered wrong item:

  • No returns accepted
  • Order fulfillment based on customer specifications
  • Customer responsible for order accuracy
  • All sales remain final

8. RETURN PROCEDURE (For Qualifying Returns Only)

8.1 Authorization Required

No Returns Without Authorization:

  • Must receive Return Authorization (RA) number
  • Unauthorized returns will be refused
  • RA number valid for 14 days only
  • Contact required before shipping any returns

8.2 Return Packaging Requirements

Proper Packaging Essential:

  • Original packaging and all accessories
  • Secure packaging to prevent damage
  • RA number clearly marked on package
  • Tracking and insurance recommended

8.3 Return Shipping

Shipping Responsibility:

  • Manufacturing defects: Grillz provides prepaid label
  • Approved fraud returns: Grillz provides prepaid label
  • Unopened impression kits: Customer pays return shipping
  • Unauthorized returns: Refused and returned to sender

8.4 Return Processing

Timeline:

  • Return receipt acknowledgment: 24-48 hours
  • Inspection period: 3-5 business days
  • Decision notification: Within 7 business days
  • Resolution processing: 5-10 business days

9. RESOLUTION OPTIONS

9.1 Manufacturing Defect Resolutions

Available Options:

  • Replacement Product: Identical item manufactured/shipped
  • Store Credit: Equal value for future purchase
  • Refund: Cash refund to original payment method (rare)
  • Partial Credit: If partial defect affects limited functionality

9.2 Resolution Limitations

What We Cannot Offer:

  • Cash refunds for non-defective products
  • Exchanges for different products
  • Upgrades to higher-value items
  • Compensation for inconvenience
  • Rush replacement fees waived

10. HYGIENE AND SAFETY PROTOCOLS

10.1 Returned Item Handling

Safety Procedures:

  • All returned items undergo sanitization review
  • Items that contacted saliva are destroyed
  • No resale of any returned oral jewelry
  • Professional disposal of contaminated items

10.2 Health Protection Measures

Our Commitment:

  • Never resell returned dental jewelry
  • Maintain sterile manufacturing environment
  • Follow FDA guidelines for oral products
  • Protect customer and employee safety

11. INTERNATIONAL RETURNS

11.1 International Shipping Considerations

Additional Complexities:

  • Customs regulations may prevent returns
  • High return shipping costs
  • Extended processing times
  • Potential duty/tax implications

11.2 International Return Policy

Limited Options:

  • Manufacturing defects only
  • Customer pays all return shipping costs
  • Customs fees not refundable
  • Extended processing time (2-4 weeks)
  • Local regulations may override policy

12. DISPUTE RESOLUTION

12.1 Internal Resolution Process

Escalation Levels:

  1. Customer Service Representative
  2. Customer Service Manager
  3. Operations Manager
  4. Executive Review

12.2 External Dispute Options

When Internal Resolution Fails:

  • Better Business Bureau complaint
  • State consumer protection agency
  • Arbitration per Terms of Service
  • Small claims court (for qualifying amounts)

12.3 What Is Not Disputable

Non-Negotiable Policy Elements:

  • Hygiene-based return restrictions
  • Custom product return limitations
  • Health and safety requirements
  • Industry standard practices

13. CHARGEBACK AND PAYMENT DISPUTES

13.1 Chargeback Prevention

Valid Reasons for Chargebacks:

  • Fraudulent/unauthorized transactions only
  • Significant manufacturing defects (with documentation)
  • Non-delivery of products (with investigation)

Invalid Chargeback Reasons:

  • Buyer's remorse or change of mind
  • Sizing issues due to customer error
  • Personal preference or style dissatisfaction
  • Return policy disagreement

13.2 Chargeback Consequences

Unauthorized Chargeback Results:

  • Account suspension or termination
  • Collection action for disputed amounts
  • Legal action for fraudulent disputes
  • Blacklisting from future purchases
  • Reporting to fraud prevention services

14. POLICY ACKNOWLEDGMENT

14.1 Purchase Acknowledgment Required

Mandatory Confirmations:

☐ I understand the no returns policy

☐ I acknowledge the hygiene and safety reasons

☐ I accept responsibility for order accuracy

☐ I understand the limited exceptions only

☐ I have read the complete return policy

14.2 Customer Education

Pre-Purchase Requirements:

  • Policy link prominently displayed
  • Checkout acknowledgment required
  • Email confirmation includes policy
  • Account dashboard shows policy acceptance

15. CONTACT INFORMATION

15.1 Customer Service Contacts

General Inquiries:

  • Email: greg@grillz.com
  • Phone: +1 (310) 903-727(1+1)
  • Hours: Monday-Friday, 9 AM - 6 PM PST

Defect Claims Only:

  • Email: greg@grillz.com
  • Priority processing for manufacturing issues

Shipping Issues:

  • Email: greg@grillz.com
  • For delivery and carrier-related problems

15.2 Mailing Address

Return Authorization Address: Grillz.com, Inc. Attn: Returns Department 1110 N Virgil Ave PMB 97430 Los Angeles, CA 90029

Important: Returns without authorization will be refused

16. POLICY UPDATES

16.1 Policy Changes

This return policy may be updated to reflect:

  • Changes in health regulations
  • Industry best practices
  • Legal requirements
  • Customer safety improvements

16.2 Notification

  • Email notification to registered customers
  • Website banner for 30 days
  • Policy date updates reflect changes
  • More favorable terms take immediate effect

This Return Policy is effective as of January 1, 2025. By purchasing from Grillz.com, you acknowledge understanding and agreeing to these terms.

NO RETURNS EXCEPT FOR QUALIFYING MANUFACTURING DEFECTS

© 2025 Grillz.com, Inc. All Rights Reserved.