Terms of service

ONYX GRILLZ

Terms & Conditions

Last updated: 1 May 2026

These Terms & Conditions (“Terms”) apply to your use of the Onyx Grillz website and any purchase you make from us.

By accessing our website, placing an order, or completing checkout, you confirm that you have read, understood, and agree to be bound by:

• these Terms & Conditions

• our Shipping Policy

• our Returns, Remakes & Refunds Policy

If you do not agree, do not place an order.

1) DEFINITIONS

• “Onyx Grillz”, “we”, “us”, “our” refers to the Onyx Grillz brand and the operators of this website.

• “Customer”, “you”, “your” means the person placing an order.

• “Custom Product” means any grillz made to order, made to your specifications, or made using your impressions.

• “Impression Kit” means the mould/impression kit we ship to you as part of the custom order process.

• “Working Day” means Monday to Friday, excluding UK public holidays.

2) ELIGIBILITY

• You confirm you are legally capable of entering into a binding contract in your country of residence.

• If you are purchasing for someone else, you confirm you have their permission and that all details provided are accurate.

3) OUR PRODUCTS ARE CUSTOM-MADE

Most Onyx Grillz products are custom-made. You acknowledge that:

• Custom Products are made using customer-provided impressions and/or specifications.

• Custom Products are not mass-produced and are not suitable for resale.

• Fit, comfort, and results depend heavily on the quality and accuracy of the impressions and the information you provide.

3A) IN-PERSON FITTING SERVICE

In-person fitting may be available upon request and is subject to availability, location, and agreement of terms at the time of booking.

• Any in-person fitting service is arranged separately from your standard online order and additional costs may apply.

• In-person fittings conducted by or via third-party technicians not directly employed by Onyx Grillz are carried out at the customer’s own risk. Onyx Grillz accepts no liability for issues arising from such fittings.

• To enquire about an in-person fitting, contact us at support@onyxgrillz.co.uk before placing your order.

4) CUSTOM ORDER PROCESS & TIMEFRAMES

The typical process is:

• We ship the Impression Kit to you.

• You take the impressions and return them to us.

• We manufacture your Custom Product.

• We ship your Custom Product to you.

Production Timeframe

Our standard production target is 5–10 working days from the date we receive your usable impressions AND all required details are confirmed.

We will contact you proactively if production is expected to take longer than this. Timeframes may be extended where:

• impressions are unusable or incomplete

• you do not provide required details promptly

• we require clarification or approval for a custom design

• supplier or carrier delays occur outside our control

5) IMPRESSIONS — CUSTOMER RESPONSIBILITY

You are responsible for:

• following the provided instructions carefully

• returning your impressions using appropriate packaging

• using tracked postage when returning impressions (strongly recommended)

If impressions are unusable:

• we may request new impressions before production can proceed

• additional costs may apply (e.g. additional kit/postage), depending on the situation

6) PRICING, DISCOUNTS & PROMOTIONS

• Prices are shown at checkout in the currency displayed.

• Discounts, sale pricing, and promotions do not affect your statutory rights.

• We reserve the right to correct pricing errors and to cancel and refund orders if an obvious error occurs.

7) PAYMENTS

• We accept Shopify Payments methods available at checkout (e.g. card payments, Apple Pay where enabled) and Klarna where offered.

• We do not accept PayPal.

• Your payment authorisation is taken at checkout. For Klarna orders, refunds (if approved) are returned via Klarna in accordance with Klarna’s processes.

8) SHIPPING

• Shipping details, carriers, tracking, and estimated delivery times are set out in our Shipping Policy.

• Delivery dates and estimates are not guarantees.

9) RETURNS, REMAKES & REFUNDS

• Returns, remakes, and refunds are governed by our Returns, Remakes & Refunds Policy.

• Because Custom Products are personalised/custom-made, change-of-mind returns are generally not accepted.

10) HEALTH, SAFETY & MATERIAL DISCLOSURE

IMPORTANT

Grillz are worn over teeth and may present risks if used incorrectly or if you have underlying dental issues. By ordering, you acknowledge and agree:

• You are responsible for ensuring grillz are suitable for you (including checking with a dentist if needed).

• Do not use grillz if you have gum disease, loose teeth, active dental pain, braces, or other orthodontic appliances unless cleared by a qualified dental professional.

• Stop using immediately if you experience pain, bleeding, irritation, swelling, or discomfort, and seek professional dental advice.

Nickel Sensitivity / Metal Allergies

• If you have a known nickel allergy or metal sensitivity, do not order unless you have confirmed suitability with us in writing before purchase.

• You are responsible for notifying us of any allergies or sensitivities prior to ordering.

Liability Notice

• We are not responsible for dental or health issues arising from misuse, failure to follow instructions, failure to seek appropriate professional advice, pre-existing conditions, or unauthorised modification of the product.

• Nothing in these Terms excludes or limits liability where it would be unlawful to do so (including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation).

11) CUSTOMER CONDUCT, FRAUD PREVENTION & IDENTITY CHECKS

We reserve the right to:

• refuse, cancel, or hold an order where we reasonably suspect fraud, unauthorised payment, or abuse

• request additional verification (e.g. confirmation of details) before dispatching high-risk orders

12) PAYMENT DISPUTES, CHARGEBACKS & “FRIENDLY FRAUD” (ZERO-TOLERANCE ABUSE)

We take payment disputes seriously and aim to resolve issues quickly and fairly.

12.1 Contact Us First

If you have any issue (delivery, quality, production delay, or order questions), you agree to contact us first at: support@onyxgrillz.co.uk

We will make reasonable efforts to respond and resolve the issue.

12.2 When a Dispute May Be Valid

Nothing in these Terms removes your right to raise a dispute with your card issuer or payment provider in legitimate circumstances (for example, unauthorised transactions, proven non-delivery, or where we cannot provide an appropriate remedy within a reasonable time).

12.3 Abusive or Bad-Faith Chargebacks

If you initiate a chargeback or payment dispute in bad faith (for example):

• claiming you did not authorise a purchase you did authorise

• claiming non-delivery where tracking shows delivery

• claiming you did not receive services where production/dispatch has started

• refusing to follow the agreed resolution process while demanding a chargeback

this may be treated as suspected fraud (“friendly fraud”). In such cases, we reserve the right to:

• provide all supporting evidence to your bank/payment provider (order confirmation, correspondence, production records, shipping/tracking data, photos, and other relevant proof)

• suspend work on your order while the dispute is open

• recover losses, fees, and administrative costs from you where permitted

• escalate the matter to appropriate parties where we reasonably suspect fraudulent conduct

12.4 Production Delays and Fairness

Our standard production target is 5–10 working days from receiving usable impressions and confirmed details (see Section 4). If we fall materially outside this without prior communication, you should contact us so we can resolve it (for example by prioritising production or arranging an appropriate remedy).