Refund policy

Returns, Remakes & Refunds Policy

ONYX GRILLZ — RETURNS, REMAKES & REFUNDS POLICY

Last updated: 2 February 2026

We make custom grillz and supply Impression Kits. This policy explains when returns, remakes, and refunds are available.

If you place an order on our website, you agree to this policy and our Terms & Conditions.

IMPORTANT UK NOTICE

Nothing in this policy is intended to restrict your statutory consumer rights where applicable (for example, where an item is faulty or not as described).

1) CHANGE-OF-MIND RETURNS (BUYER'S REMORSE)

Custom-made grillz:

Due to the personalised/custom-made nature of our grillz, we do not accept returns or refunds for change of mind, including (but not limited to):
- deciding you no longer want the item
- ordering the wrong style
- personal preference after delivery
- delays caused by you returning impressions late
- fit issues caused by unusable/incorrect impressions or failure to follow instructions

Impression Kits / hygiene-sealed items:

Impression Kits and other hygiene-related items may be sealed for health and hygiene reasons.
If the hygiene seal (including any holographic/tamper-evident sticker) is broken, opened, used, or tampered with, we do not accept change-of-mind returns.
If you receive an unused kit and the hygiene seal is fully intact, contact us within 14 days of delivery to request return instructions. If approved in writing, the customer is responsible for return postage.

2) CANCELLATIONS (STRICT WINDOW)

Because custom orders are time-sensitive and involve preparation/production steps, we offer a strict cancellation window:

You may request a cancellation within 1 hour of placing your order.
After 1 hour, cancellation is not guaranteed and may be refused because work may have started (including preparation, materials allocation, or dispatch planning).

If a cancellation is approved, any non-recoverable costs (for example, shipping labels already purchased) may be deducted where permitted.

3) WHAT WE DO IF THERE IS A PROBLEM (OUR REMEDY APPROACH)

If your item arrives damaged, faulty, incorrect, or not as described, we will assess the issue and offer an appropriate remedy such as:

remake/replacement (our preferred first remedy for custom items), or
repair/adjustment where appropriate, or
refund where a remake/replacement is not possible or not reasonable in the circumstances.

4) DAMAGED IN TRANSIT

If your order arrives damaged:

Email support@onyxgrillz.co.uk within 48 hours of delivery
Include: order number + clear photos of packaging and item(s)

If damage is confirmed:

We will prioritise a remake/replacement rather than a refund for custom grillz, where possible.
If a replacement is not possible within a reasonable time, a refund may be offered.

5) WRONG ITEM / WRONG ORDER RECEIVED

If you believe you received the wrong item:

Email support@onyxgrillz.co.uk within 48 hours of delivery.
Provide clear photos and details.

To help us investigate quickly, we strongly recommend recording an unboxing video showing:

the parcel label, and
the item being opened, and
any hygiene seal/sticker intact prior to opening.

If we confirm we sent the wrong item, we will send the correct item and/or arrange the return of the incorrect item as appropriate.

6) NOT DELIVERED / LOST IN TRANSIT

If tracking does not update or your order appears lost:

We may open a carrier investigation. If a shipment is confirmed lost:

we may remake/re-ship, or
issue a refund,

depending on the circumstances and what is possible.

7) RETURN SHIPPING COSTS

Change-of-mind returns (only where we approve them in writing for eligible unused, sealed items):

Customer is responsible for return shipping.

Faulty/incorrect items:

If your item is confirmed faulty or incorrect, we will cover or reimburse reasonable return postage (or provide instructions), depending on the situation.

8) REFUND TIMING & METHOD

If a refund is approved:

Refunds are issued to the original payment method only (including Klarna where applicable).
Refunds are processed within 7 days after we receive and inspect the returned item(s), or after we confirm in writing that a return is not required.

Note: Your bank/payment provider may take additional time to show the refund in your account.

9) HYGIENE SEALS / TAMPER-EVIDENT STICKERS

Some items may include a holographic or tamper-evident hygiene seal.

If the seal is broken, opened, tampered with, or removed, we may refuse any discretionary return.
This does not affect your statutory rights where applicable (for example, if an item is faulty).