Refund policy

Last Updated: July 2026

At ICEGIANT / theigt.com, customer satisfaction is important to us. Because we sell both ready-to-ship jewelry and custom-made products, including custom grillz, return and refund eligibility depends on the product type, order status, and whether production has started.

Important: This policy applies only to orders placed directly on www.theigt.com. If you purchase through an authorized reseller, local channel, marketplace, or third-party partner, that seller may provide its own consumer-facing return and refund policy, subject to applicable law.

1. General Return Policy

All return, cancellation, refund, exchange, remake, and repair requests must be reviewed and approved by our team before any item is sent back.

Returned items must be received and inspected before any refund, exchange, store credit, repair, or remake is processed.

We reserve the right to refuse returns or exchanges that do not meet the requirements of this policy, including items that are used, worn, altered, damaged, incomplete, or returned without authorization.

2. Non-Refundable and Final Sale Items

To maintain product quality and hygiene standards, the following items may be final sale and may not be eligible for return, refund, or exchange:

Custom-made products and custom grillz once design work, mold review, CAD work, production preparation, or manufacturing has started;
Mold kits that have been shipped, opened, used, or returned for hygiene reasons, except where required by law or where a product defect is confirmed;
Completed custom grillz made based on your selected design, mold, fit information, or approved order details;
Solid gold jewelry, engraved jewelry, personalized jewelry, free gifts, and promotional items;
Pre-orders once processing, sourcing, production preparation, or manufacturing has started;
Items damaged due to misuse, unauthorized modification, improper wear, improper cleaning, or customer handling.

Nothing in this policy limits any mandatory consumer rights that may apply under applicable law.

3. Custom Grillz Cancellation and Refund Policy

Custom grillz are made-to-order products. Refund eligibility depends on the age of the order, the work already completed, and the stage of the custom process.

Before the Mold Kit Is Shipped

If you request cancellation before the physical mold kit has been shipped and before custom processing or order preparation has begun, you may be eligible for a full refund.

After the Mold Kit Has Been Shipped

Once the mold kit has been shipped, a full refund is no longer available.

Depending on the order stage and costs already incurred, applicable deductions may include:

a $35 mold kit cost, which is non-refundable once the kit has been shipped;
shipping costs already used, including either the original shipping fee paid by the customer or, for orders shipped under a free-shipping promotion, a recovery fee of $10 for standard shipping or $25 for express / DHL shipping;
a 15% custom order setup and production reservation fee, calculated based on the full pre-tax order subtotal, once any mold or fit review, impression processing, design work, mock-up, CAD work, order setup, or production preparation has begun;
additional mold kit fees, if extra mold kits were sent due to user error or an unusable mold.

Applicable deductions may be combined where they cover separate costs or services already incurred. The same shipping cost will not be deducted twice, and total deductions will not exceed the amount actually paid.

Requests for a refund to the original payment method must generally be submitted within 60 days from the mold kit shipment date and before physical production begins. After this period, any eligible remaining value may be offered as store credit after applicable deductions.

After Mold Return or Approval, or Production Start

Once completed mold or fit information has been returned, reviewed, or accepted, custom processing is considered to have begun, and the applicable 15% fee will apply.

Before physical production begins, a cancellation request may still be considered under the refund or store-credit terms above.

After Physical Production Has Begun

Once physical production has begun, the order becomes final sale and is no longer eligible for cancellation, refund, or store credit due to personal preference, change of mind, timing changes, or requested design changes.

If there is a confirmed production defect, material error, or mismatch from the approved order details, we may offer a repair, adjustment, remake, refund, store credit, or another appropriate solution after review.

4. Order Holding Periods and Abandoned Custom Orders

Custom grillz require timely balance payment, mold or fit information, order approval, material planning, and production scheduling. Orders and quoted prices therefore cannot be held indefinitely.

Deposit Orders

For partial-deposit orders, the quoted price and production reservation may be held for up to 45 days from the deposit payment date. If the required balance or order information is not provided, the order may be marked inactive and may require repricing to reopen.

Fully Paid Orders

For fully paid custom grillz orders, usable mold or fit information must be provided within 180 days from the mold kit shipment date.

Orders that remain incomplete or unresponsive beyond the applicable period may be closed as inactive or abandoned. Refund or store-credit eligibility will be determined under Section 3, and reopening is not guaranteed.

Inactive or Abandoned Orders

If we do not receive the required balance payment, usable mold, fit information, or response within the applicable timeframe, the order may be classified as abandoned and closed in our system.

Amounts already paid may become non-refundable to cover mold kit costs, shipping, design work, administrative expenses, production reservation, and market price changes.

Abandoned orders may not be eligible for reopening. A new order may be required at the current price.

5. Store Credit Option

If your order is still eligible for cancellation before production begins, you may choose to receive your eligible refund amount as ICEGIANT store credit instead of a refund to your original payment method.

If you choose store credit, we may waive the 15% order setup and production reservation fee where applicable. Mold kit costs, original shipping costs, extra mold kit fees, and shipping recovery fees may still be deducted.

Store credit does not expire and can be used on eligible products at www.theigt.com.

6. Custom Grillz Fitting, Adjustments, and Remakes

Fit-related concerns must be reported within 14 days of delivery.

To review a fitting issue, you must provide:

Your order number;
Clear photos of the grillz;
Clear photos or videos showing the fitting issue;
A written explanation of the problem;
Any additional information requested by our team.

Each case will be reviewed based on mold quality, approved design details, CAD or mock-up approval, production records, customer-submitted evidence, and product condition.

Where a fitting issue or production issue is confirmed and the product is eligible, we may offer one adjustment or remake option. Eligibility may vary depending on product type, design complexity, mold quality, and whether the issue was caused by customer-provided information or production error.

Single caps, double caps, fully iced-out grillz, complex designs, customer-modified items, and issues caused by poor or inaccurate molds may require special review and may incur additional mold kit, shipping, insurance, adjustment, or remake fees.

We are not responsible for fit issues caused by inaccurate molds, poor mold quality, dental changes, customer modification, improper use, misuse, or failure to follow instructions.

7. Standard Jewelry Return and Exchange Policy

This section applies to ready-to-ship, non-custom jewelry only.

Return and Exchange Windows

Refund requests: must be made within 14 days of receiving the item.
Exchange or store credit requests: must be made within 30 days of receiving the item.
Exchanges are generally limited to one exchange per item for size, color, or eligible product variation.

Return Conditions

Returned standard jewelry must be:

New, unused, and unworn;
Free from scratches, damage, odor, stains, or signs of wear;
Returned with original packaging, accessories, certificates, tags, and gifts where applicable;
Approved by our team with a valid Return Merchandise Authorization (RMA).

Restocking and Processing Fee

For non-defective returns of standard jewelry, a 20% restocking and processing fee may be deducted from the refund amount to cover handling, inspection, payment processing, and restocking costs.

If you choose to receive your refund as ICEGIANT store credit instead of a refund to your original payment method, we may waive the 20% restocking fee, provided the item is returned in new, unworn, and approved condition.

Original shipping fees and return postage are the responsibility of the customer unless the return is due to a confirmed error or defect on our part.

8. Damaged, Defective, or Incorrect Items

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

Please provide your order number, clear photos or videos of the item, packaging, shipping label, and a description of the issue.

If the issue is confirmed after review, we may offer a repair, replacement, remake, refund, store credit, or other appropriate solution depending on the product type and issue.

Claims submitted after 48 hours may be harder to verify and may not be eligible for approval.

9. How to Request a Return, Exchange, Repair, or Remake

To start a request, email us at support@theigt.com with the following information:

Order ID;
Product name;
Reason for the request;
Clear photos or videos of the item and issue;
Preferred resolution, if applicable.

Do not send any item back without a Return Merchandise Authorization (RMA) from our team. Unauthorized returns may be refused, delayed, or returned to sender.

Once an RMA is issued, the item must be shipped back within the timeframe provided by our team. Return shipping, insurance, and customs costs are the customer’s responsibility unless otherwise confirmed in writing.

Please allow up to 20 business days after we receive your return package for inspection and processing.

10. Refund Method, Taxes, Duties, and Shipping Fees

Approved refunds are generally issued to the original payment method unless you choose store credit or another approved resolution.

Original shipping fees are non-refundable once the shipping service has been used, unless the return is due to a confirmed shipping or fulfillment error by us.

If your order was subject to sales tax, the applicable sales tax collected on the refunded item may be refunded to your original payment method where required. If shipping charges are non-refundable, any associated shipping-related tax may also be non-refundable.

We are not responsible for import duties, VAT, GST, customs fees, brokerage fees, or other charges imposed by the destination country, including charges incurred on return shipments. These fees are collected by customs authorities or third-party carriers and are not controlled by us.

11. Important Notes

Orders that have already shipped cannot be canceled or changed.
We cannot guarantee that packages can be rerouted once in transit.
Refunds may take additional time to appear depending on your bank, card issuer, payment provider, or financing provider.
Items returned without approval, outside the return window, or in used or damaged condition may be refused or subject to additional fees.
This policy may be updated from time to time by posting the updated version on our website.

12. Legal Rights