Refund policy

Due to the custom-made nature of our products and the hygiene standards required for items worn in the mouth, our return and refund policy is strictly limited. Please read this policy carefully before placing an order.

1. Return Authorization Required

All returns, exchanges, adjustments, and warranty requests must be pre-authorized by our customer support team.

To start a request, please email support@icedgrillz.com with your order number, a description of the issue, and clear photos or videos when applicable.

Any package sent back without prior written authorization may be rejected and returned to the sender at the customer’s expense.

2. Custom Grillz & Personalized Jewelry

All custom-fitted grillz, personalized jewelry, custom name pieces, custom pendants, and solid gold items are final sale once production has started.

Because custom grillz are made specifically based on the dental mold, impression, design details, and specifications provided for your order, we cannot accept returns, cancellations, or exchanges after production has begun.

3. Custom Order Cancellation Policy

Custom orders require reserved production time, materials, labor, and mold kit processing. If you request a cancellation for a custom grillz order, the following rules apply:

Before the mold kit is shipped:
You may receive a full refund if the cancellation request is approved within 24 hours of purchase and before the mold kit has been shipped.

After the mold kit is shipped but before production begins:
A cancellation fee of 15% of the order value or a minimum of $50, whichever is greater, may be deducted from your refund to cover the mold kit, shipping, payment processing, and administrative costs.

For hygiene reasons, mold kits cannot be returned or reused, whether used or unused.

After we receive your mold or production begins:
The order becomes non-refundable. At this stage, materials, labor, and custom production have already been committed to your order.

4. 14-Day Fit & Adjustment Policy for Custom Grillz

We want your custom grillz to fit properly. If your grillz do not fit as expected upon arrival, you must contact us within 14 days of the delivery date.

Please email support@icedgrillz.com with your order number, photos or videos showing the fit issue, and a description of the problem.

If the issue is eligible, we may offer one complimentary adjustment service. This means the adjustment labor is covered by us.

However, if a new mold or impression is required, the customer may need to purchase a new mold kit. The customer is also responsible for shipping the grillz back to us for adjustment.

Fit issues caused by inaccurate molds, incomplete impressions, failure to follow mold kit instructions, dental changes, customer modifications, or improper use are not eligible for refunds.

Additional adjustments beyond the first approved adjustment may be subject to a service fee starting at $100, depending on the work required.

5. Non-Custom Jewelry & Accessories

For eligible non-custom jewelry and accessories, such as standard chains, pendants, earrings, bracelets, or other ready-to-ship accessories, we may accept returns within 14 days of delivery only if the item is completely unworn, unused, unaltered, and returned in its original packaging.

Items that show signs of wear, damage, alteration, missing parts, removed tags, used packaging, or removed protective packaging will not be eligible for a refund.

All approved returns for non-custom jewelry and accessories may be subject to a 20% restocking fee, which will be deducted from the final refund.

Important:
This section applies only to non-custom jewelry and accessories. It does not apply to grillz, mold kits, custom-fitted products, dental impression materials, or any item intended to be worn in the mouth.

Custom grillz, mold kits, dental impression materials, and any item intended to be worn in the mouth are not eligible for return or refund for hygiene reasons.

6. Defective or Damaged Items

If your item arrives defective or damaged, you must contact us within 48 hours of delivery.

Please email support@icedgrillz.com with your order number and clear photo or video evidence of the issue.

If the claim is approved, we may repair, replace, or otherwise resolve the issue at our discretion.

Damage claims made after 48 hours may be handled under our standard warranty or repair policy.

7. Return Shipping Costs

Unless the issue is confirmed to be our error, the customer is responsible for all return shipping costs.

We do not provide prepaid return labels for standard returns, exchanges, or adjustments.

We strongly recommend using a trackable shipping service and purchasing shipping insurance. We are not responsible for returned packages that are lost, stolen, delayed, damaged, or delivered to the wrong address by the carrier.

8. Items Not Covered

This policy does not cover:

Lost or stolen packages after delivery.
Customer damage;
Improper use or care;
Water, chemical, heat, or impact damage;
Normal wear and tear;
Fit issues caused by inaccurate molds or dental changes.
Unauthorized repairs or modifications;
Items returned without approval.

9. Warranty & Service Fees

Approved warranty or repair claims may be subject to a service and handling fee starting at $39, depending on the item and the work required.

Warranty coverage does not include intentional damage, misuse, severe water or chemical damage, loss, theft, or unauthorized modifications.

10. Contact

For return, refund, adjustment, or warranty requests, please contact:

support@icedgrillz.com