RETURNS & REFUNDS

Note: the site is currently in waiting-list mode and collects no payments, so the refund and withdrawal rules will apply to actual orders once sales open. We publish them now for transparency.

For online purchases, consumers normally have 14 days to withdraw without giving reasons. But grillz are goods made to your specifications and clearly personalised, moulded on your impression: under art. 59(1)(c) of the Italian Consumer Code, the right of withdrawal is excluded. A piece made for your mouth cannot be resold to anyone else — that is why the law provides this exception, and we tell you clearly before you order, not after.

This exclusion only concerns «change of mind». All your protections against defects remain intact: keep reading.

If your grillz arrives with workmanship defects (porosity, non-conforming finish, wrong details) or is different from what you ordered, you are covered by the legal warranty of conformity: 24 months from delivery (arts. 128-135 of the Consumer Code). Not 30 days, not 12 months: 2 years, by law.

The standard remedy is a free remake of the piece (indicative time: 2-3 weeks from receiving the return). If a remake is impossible or does not solve the issue, you are entitled to a price reduction or termination of the contract with a refund.

If the defect appears within one year of delivery, the law presumes it existed at delivery: it is not up to you to prove it.

If your grillz does not sit as it should, we do a free refit provided you report it within 30 days of receipt: you send the piece back together with a new impression, we adjust it and ship it back, with shipping costs on us.

The 30-day refit is a voluntary guarantee of ours, in addition to the legal warranty: if the fit issue stems from a workmanship defect, you remain covered by the legal warranty for the full 2 years, even after the 30 days.

Every shipment leaves insured. If the parcel arrives visibly damaged, accept it with reservation if you can (just note it on the courier's device) and report it to us as soon as possible — ideally within 48 hours — with photos of the packaging and contents: we handle the courier claim and send you the solution (remake or refund) at no cost to you.

A late report can only slow down the insurance claim: it does not make you lose the legal warranty on the product.

The impression kit is not a made-to-measure product, so withdrawal works like this:

• Kit still sealed: you may withdraw within 14 days of delivery, no reasons needed. You notify us (email, PEC or the form below), ship the kit back within 14 days of the notice, and we refund the full kit price plus the standard outbound shipping within 14 days of your withdrawal. We may withhold the refund until we receive the kit or proof that you shipped it. Return postage is at your expense.
• Kit opened: once the seal is broken, withdrawal is excluded for hygiene and health-protection reasons (art. 59(e) of the Consumer Code). The kit remains covered by the 2-year legal warranty: if the material is defective, we replace it free of charge.

Remember that with the photo-gate, extra material to repeat the impression is already included: a failed impression is not a kit defect and needs no return — you simply redo it.

To withdraw you may use any explicit statement (even a plain email). If you prefer, copy and paste this form (compliant with Annex I, part B, of the Consumer Code):

We confirm receipt of your withdrawal by email without delay.

• 1. Write to grillzmarche@gmail.com or on WhatsApp (+39 389 482 9784) as soon as possible, quoting your order number.
• 2. Attach clear photos (and a short video if useful) of the issue: the piece, the fit, or the damaged packaging.
• 3. Describe what is wrong in a couple of lines: when the problem appeared, how you use the piece.
• 4. We reply within 24 working hours with an action plan: remake, refit, replacement or refund.
• 5. If the piece needs to come back, we send you the shipping instructions (in warranty cases, at our expense).
• 6. You receive the fixed or remade piece, or your refund, within the communicated timeframe.

Whenever a refund is due (kit withdrawal, termination for an unfixable defect, failure to deliver within the legal deadline), we issue it within 14 days of your notice, using the same payment method you used, unless you expressly request a different one. Refunds cost you nothing.

Today, in waiting-list mode, no payment is collected on the site: consequently there is nothing to refund until sales open.