Refund policy

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. (Sales Tax Refunds: If your order was subject to sales tax, the full amount of sales tax collected will be refunded to your original payment method upon the successful return of the item. If shipping charges are non-refundable, the associated sales tax is also non-refundable.)

1. NON-REFUNDABLE ITEMS

To maintain our quality standards, the following items are FINAL SALE and cannot be returned or exchanged:

  • Custom Pieces & Grillz (Once in production): Impression kits, made-to-order items, and completed custom grillz.

  • Specialty Items: Solid gold jewelry, engraved jewelry, and free gifts.

  • Pre-orders: Once payment is made, processing begins, and cancellations are not possible.

2. CUSTOM GRILLZ WARRANTY & REFUND POLICY

CUSTOM GRILLZ WARRANTY & REFUND POLICY

1. Order Holding & Validity Periods To ensure fair pricing amidst fluctuating precious metal markets, we strictly enforce the following timelines based on your payment type:

  • Deposit Orders (45-Day Hold): If you placed your order using a partial deposit, your order and quoted price are held for 45 days. If the balance is not paid or the molds are not returned within this period, the order will be voided, and the deposit will not be refunded.

  • Fully Paid Orders (180-Day Deadline): For fully paid orders, customers are contractually obligated to return usable dental impressions within 180 days from the kit shipment date.

2. Inactive & Abandoned Orders If we do not receive your molds within the applicable timeframe (45 days for deposits / 180 days for full payments), the order is automatically classified as "Abandoned" and closed in our system.

  • Forfeiture: All payments made are non-refundable and forfeited to cover initial shipping, administrative expenses, and metal price fluctuations.

  • Reactivation: Abandoned orders cannot be reopened. A new order must be placed at the current market price.

3. Cancellation & Refund Tiers Because custom grillz require dedicated resources and time, we have a strict cancellation structure:

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

  • Partial Refund (Mold Kit Shipped): If the mold kit has already been shipped, the following deductions will apply to your refund:

    • 15% Order Setup & Production Reservation Fee: This fee is calculated based on the Pre-tax Total / Subtotal Order Value (not just the deposit amount).

    • $35 Mold Kit Cost: Strictly non-refundable.

    • Original Shipping Deduction: 

      Paid Shipping: Original shipping fees are non-refundable based on the actual service rendered. (If you paid for Express but we shipped via Standard, the difference will be automatically refunded).

      Free Shipping: If your order was shipped under a "Free Shipping" promotion, a recovery fee of $10 (Standard) or $25 (Express/DHL) will be deducted to cover our incurred courier costs.

    • (Note: If you required additional mold kits due to user error, an extra $35 will be deducted for EACH extra kit sent).

  • No Refund After Mold Return: Once your completed mold impressions are returned to us and confirmed, your order officially enters production. From this point forward, no cancellations or refunds are allowed.

4.  The "Keep Your Ice" Option (Store Credit Waiver) Having trouble with your molds or changed your mind? Don't lose your 15% fee! If you choose to receive your refund as ICEGIANT Store Credit instead of cash back to your original payment method, we will completely WAIVE the 15% Setup Fee! (Only the $35 mold kit and $10 shipping recovery cost will be deducted). Store credit never expires and can be used on any product at theigt.com.

5. Fitting & Adjustments

  • You may report fitting issues within 14 days of receiving your grillz.

  • We offer one free adjustment (excluding single/double caps and fully iced-out grillz). Additional adjustments will incur fees for new mold kits, shipping, and insurance. It is your responsibility to provide accurate molds initially.

3. STANDARD JEWELRY RETURN & EXCHANGE POLICY

(Applies to ready-to-ship, non-custom items only)

Return & Exchange Windows

  • Refunds: Requests must be made within 14 days of receiving the item.

  • Exchanges/Store Credit: Requests must be made within 30 days of receiving the item (limited to one exchange per item for size/color).

Conditions & Restocking Fee

  • Standard Refund: A 20% restocking and processing fee will be deducted from the original refund amount for all non-defective returns (to cover handling and gateway fees). 

  • Original Shipping Deduction: 

    Paid Shipping: Original shipping fees are non-refundable based on the actual service rendered. (If you paid for Express but we shipped via Standard, the difference will be automatically refunded).

    Free Shipping: If your order was shipped under a "Free Shipping" promotion, a recovery fee of $10 (Standard) or $25 (Express/DHL) will be deducted to cover our incurred courier costs.

  • Store Credit Bonus (Waive the Fee!): Don't want to lose 20%? If you choose to receive your return refund as an ICEGIANT Store Credit (Gift Card) instead of a refund to your original payment method, we will completely WAIVE the 20% restocking fee! You will receive the full value of the item in store credit to use anytime. (Item must still be in new, unworn condition).

  • Original shipping and return postage are the responsibility of the customer.

4. PROCEDURES & IMPORTANT NOTES

How to Request a Return/Exchange:

  1. Email support@theigt.com with your Order ID, Product Name, and a photo showing the product in new condition.

  2. Returns will NOT be processed without a Return Merchandise Authorization (RMA) provided by our team.

Damaged or Defective Items: If your item arrives damaged, please contact us within 48 hours of delivery. Claims made after this period will not be eligible.

Order Changes & Transit: Orders already shipped cannot be canceled or changed. We cannot reroute packages in transit. Please allow up to 20 business days for us to process returns/exchanges after we receive your parcel.

Contact Us: 

Email: support@theigt.com 
Company Name: Icegiant Collective LLC 
Phone: (332) 207-7690