RETURN AND REFUND

Return and Exchange Policy

At theigt.com, your satisfaction is our priority! We offer exchanges and size/color adjustments to ensure that your purchase fits perfectly.

Please note that we are not responsible for any custom duties or taxes incurred on return shipments. Returns are processed once the return package has been received and inspected.

Our Return Policy

Non-Refundable Items

The following items are non-refundable:

  • Pre-orders: These are final sales. Once payment is made, your pre-order begins processing, and cancellations are not possible.

  • Engraved Jewelry: Cannot be returned.

  • Special Orders: Custom pieces, impression kits, made-to-order items, free gifts, final sale items, and solid gold jewelry are final sales and are not eligible for returns or exchanges.

  • Returns will not be processed without a Return Merchandise Authorization (RMA). Any returns missing paperwork or the product will not be processed.

Custom Grillz Warranty & Refund Policy

Order Holding & Deposit

  • Custom grillz orders are held for 45 days after the deposit is made. Orders not paid within this period will be voided, and the deposit will not be refunded.

Cancellation & Refund Policy

  • Full Refund: Available if the cancellation is requested before the physical mold kit is shipped.

  • Partial Refund: If the mold kit has been shipped, a 15% cancellation fee will be applied. Shipping fees and the mold kit ($35) are non-refundable.

  • No Refund After Mold Return: Once the completed mold impressions are returned and confirmed, the order is in production, and no cancellations or refunds are allowed.

  • Exceptional Circumstances: If cancellation is requested before production starts and is approved by us, a 20% restocking fee will apply.

Fitting & Adjustments

  • You may report fitting issues or defects within 14 days of receiving the grillz.

  • One free adjustment is offered, excluding single/double caps and iced-out grillz. Additional adjustments will incur a fee to cover mold kit replacement, shipping, and insurance.

Customer Responsibilities

  • Ensure accurate mold impressions are provided. Poor-quality molds may delay production or incur additional charges.

  • Grillz care: Remove while eating/sleeping and clean daily for longevity.

Return/Refund Procedure

Eligibility:

  • Items can be returned within 30 days of the purchase date for a refund or store credit.

  • Refunds are possible within 14 days of receipt.

  • Exchanges are accepted for the same product (size/color change) within 30 days.

Conditions:

  • Items must be in new, resalable condition, with original packaging. Damaged, altered, or used items will not be accepted.

  • The original shipping fee is non-refundable.

  • Return postage is at your own cost, and we are not responsible for lost return packages.

Restocking Fee:

  • A 20% restocking fee will be deducted from the refund amount.

Damaged or Defective Items:

  • If your item arrives damaged or defective, please contact us within 48 hours at support@theigt.com. Claims made after this period will not be eligible for a refund.

Exchange Procedure

  • Eligible items can be exchanged within 30 days from receipt.

  • Exchange requests should be emailed to support@theigt.com with the following details:

    1. Order ID

    2. Product Name

    3. A photo showing the product in new, secure packaging

    4. The alternative size/color you wish to exchange for.

Conditions:

  • Exchanges are limited to one per item.

  • Return shipping is at your own cost.

  • Shipping fees for the new exchange will be borne by you.

Order Cancellation & Changes

To cancel or change an order, contact support@theigt.com immediately. We will attempt to accommodate changes before the order is shipped, though some changes may cause shipping delays.

  • Orders already shipped cannot be canceled or changed.

  • We are unable to reroute packages once they are in transit. If you no longer want the package, please contact us to arrange a return once you receive the shipment.

Important Notes

  • Return packages must be authorized by customer service. Returns not authorized will not be processed.

  • We are not liable for any lost packages or items returned without the proper authorization.

  • Please allow up to 20 business days for us to process returns or exchanges after receiving your parcel.

  • Due to the personalized nature of our customized orders, we are unable to offer refunds once work has begun. We invest considerable time and resources into creating each piece, so we encourage clients to review and provide clear instructions to ensure the final product meets their expectations. We are happy to accommodate any necessary changes or revisions to the best of our abilities. Thank you for your understanding. If you have any questions, please feel free to contact us.