TERMS & CONDITIONS | Family Jewels

Terms & Conditions

These Terms & Conditions govern your use of all grillz, jewellery, and services provided by Family Jewels. By placing an order or using our services, you agree to be bound by these terms. Please ensure you read them carefully before proceeding with any purchase.

1. Ordering and Payment

1.1 Order Placement

Orders can be placed through our website or in person at our studio. By placing an order, you confirm that you are at least 16 years of age, or have the consent of a parent or legal guardian.

1.2 Deposit

A non-refundable deposit is required to commence production on all custom pieces:

50% deposit for standard orders
Up to 80% deposit for high-value or complex projects

This secures your order and covers initial design, material sourcing, and production costs. The remaining balance must be paid in full prior to collection or dispatch.

1.3 Payment

By placing an order, you agree to pay the full amount due, including any applicable taxes and shipping fees, using the payment methods made available at checkout.

2. International Customers & Customs

2.1 International Orders

For orders placed outside of the UK, you are responsible for all shipping costs, including the return of your dental mould where applicable. As all pieces are custom-made, orders are non-refundable once placed, and this should be considered prior to purchase.

2.2 Customs & Import Duties

You are fully responsible for any customs duties, import taxes, or handling fees imposed by your country. These charges are not included in the purchase price and must be settled upon delivery where applicable.

2.3 Returning Dental Moulds

When returning your dental mould, it must be declared with a value of £0 on the customs form, as it holds no commercial value. Under no circumstances should the mould be declared at the value of the Grillz.

Any charges incurred due to incorrect declaration will remain the responsibility of the customer

3. Dental Moulds & Custom Grillz

3.1 Customisation

All grillz are custom-made based on the dental mould provided. We strongly recommend impressions are taken by us or a qualified dental professional to ensure accuracy. While we guarantee your grillz will be produced to match the mould received, we cannot accept responsibility for issues arising from inaccurate or unsuitable impressions.

3.2 Home Impression Kits

If you choose to use a Home Impression Kit, it is your responsibility to follow all instructions carefully. Poor or inaccurate moulds may result in an improper fit. This is not considered a manufacturing fault and does not qualify for a refund or remake.

3.3 Fit & Adhesive Use

Fit may vary depending on individual tooth shape, gum line, and design. While we aim for a secure, natural fit, some styles — particularly smaller or spaced designs — may require the use of a dental adhesive. This is considered normal and not a defect.

3.4 Mould Approval & Reassessment

Even if a mould is initially accepted based on photos or visual inspection, we reserve the right to request a new mould at any stage if the original does not meet our production standards. Photographic assessments may not always reflect accuracy, and this measure ensures the final piece meets our quality expectations.

3.5 Remakes & Adjustments

As all pieces are custom-made, remakes are not provided unless a fault is identified that is directly attributable to our workmanship.

Minor adjustments may be offered at our discretion; however, issues relating to:

Incorrect moulds
Natural variation in fit
Personal preference changes

are not considered faults and will not qualify for a remake or refund.

3.6 Fit Tolerance

Due to natural variations in tooth shape, alignment, and gum structure, a perfect clip-on fit cannot be guaranteed in all cases.

By placing an order, you acknowledge that:

Slight movement or variation in fit is normal
Some designs may require adhesive for optimal wear
Fit is dependent on both anatomy and design choice

These factors do not constitute a defect and are part of the custom nature of the product.

4. Adjustments & Fit Guarantee

4.1 Adjustment Period

You have 14 days from receipt of your grillz to raise any concerns relating to fit or comfort.

Where appropriate, we will carry out minor adjustments free of charge within this period to improve fit.

Please note, this adjustment period applies strictly to fit and comfort only. It does not cover:

Changes to the approved design
Alterations to materials, stones, or finishes
Any variation from the pre-approved concept and final execution

All designs are confirmed prior to production and are considered final once approved.

4.2 Wear, Damage & Misuse

We are not responsible for damage caused after delivery due to normal wear, misuse, or improper care.

This includes, but is not limited to:

Bending, warping, or misshaping
Scratching, tarnishing, or surface wear
Damage caused by eating, smoking, or improper storage
Self-adjustments carried out without our guidance

Any repairs required following such damage will be chargeable.

4.3 Fit Variation & Adhesive Use

Due to natural differences in tooth shape, alignment, and gum structure, not all grillz will clip onto the teeth in the same way.

While we aim to achieve a secure fit, some individuals may find that certain styles do not fully clip on.

In these cases, the use of a dental adhesive (such as Fixodent or equivalent) may be required to ensure a secure and comfortable fit.

This is a normal part of custom grillz and does not constitute a fault.

5. Care & Maintenance

5.1 Aftercare

To maintain the quality and appearance of your grillz, you must follow the care guidelines provided on our website.

This includes proper cleaning, storage, and general maintenance.

Failure to follow recommended aftercare practices may result in damage or deterioration, for which we cannot be held responsible.

5.2 Wear & Tear

Grillz are a form of jewellery and will naturally show signs of wear over time. This includes minor scratching, surface wear, and gradual changes in finish.

All wear and tear resulting from regular use is the responsibility of the customer and is not considered a fault or defect.

6. ETA (Estimated Time of Arrival )

6.1 Standard ETA

Our standard production timeframe is up to 4 weeks for smaller, classic, and basic designs. This may vary depending on workload and seasonal demand.

6.2 Postal Orders

For postal orders, the production timeframe begins from the later of:

The date your mould is received and approved, or
The date your design (including wax work or CAD) is fully approved

The timeframe concludes once your piece is completed and ready for dispatch.

6.3 Delays

While we aim to meet all estimated timelines, delays may occur due to factors such as:

Stone sourcing and material availability
Casting or production issues
Design revisions or approvals
Any unforeseen circumstances within the production process

Due to the bespoke nature of our work, such delays do not constitute grounds for cancellation, refund, or compensation.

7. Cancellations & Order Validity

7.1 Cancellation Policy

Due to the custom-made nature of all grillz and jewellery, orders may only be cancelled prior to production commencing.

Once:

A mould has been used, or
Production has begun

the order cannot be cancelled and no refund will be issued.

This is due to the allocation of professional artisan labour, materials, and time resources specific to your order.

All deposits are strictly non-refundable.

7.2 No Refund Policy

All orders placed with Family Jewels are non-refundable. This applies to:

Deposits
Partially completed works
Fully completed items

Due to the purchase and allocation of professional artisan labour, materials, and production time, costs incurred cannot be recovered once work has commenced.

7.3 Order Completion Window

All orders must be completed within 3 months from the order date. This includes:

Returning your Home Impression Kit
Providing any required approvals (design, CAD, or confirmations)

Failure to do so will result in the order being deemed void, with no refund or credit issued, as resources will have already been allocated to the project.

7.4 Custom & Hygienic Products

All grillz are custom-made to your dental mould and are exempt from cancellation rights under the Consumer Contracts Regulations 2013 (Regulation 28(1)(b)).

7.5 Failure to Return Impression Kits

If your Home Impression Kit is not returned within the 3-month timeframe, the order will be classified as abandoned. Due to the allocation of labour and materials, no refund, credit, or reinstatement will be offered.

7.6 Non-Responsiveness

If you fail to respond to communication or provide required approvals within the 3-month period, your order will automatically expire and become void without refund. This is due to production capacity, time, and resources being reserved for your order.

7.7 Acknowledgment

By placing an order, you confirm that you understand and accept:

All pieces are custom-made and non-refundable
Deposits are non-refundable under all circumstances
Costs associated with artisan labour, materials, and time are committed upon order
Orders not completed within 3 months will be void with no entitlement to refund or credit.

8.Warranty

8.1 Limited Warranty

All grillz are covered by a 14 working day limited warranty, which applies strictly to manufacturing defects.

This warranty does not cover:

Misuse or improper handling
Accidental damage
General wear and tear
Damage resulting from failure to follow aftercare guidelines

All pieces are photographed and quality checked prior to collection or dispatch. Any issues must be reported within the 14-day period to be considered under warranty.

9. Intellectual Property

9.1 Ownership

All designs, concepts, branding, imagery, and content created by Family Jewels remain our intellectual property.

You may not copy, reproduce, distribute, or use any part of our designs, branding, or content without our prior written consent.

10. Privacy Policy

10.1 Your Data

We take your privacy seriously. Any personal information you provide is used solely for the purpose of processing your order and delivering our services.

All data is handled securely and in accordance with our Privacy Policy.

11. Home Impression Kit Terms

11.1 Cancellation Window

Customers may cancel their Home Impression Kit order within 21 days of purchase, provided the kit has not been used, opened, or tampered with.

Cancellation requests must be made in writing via email.

11.2 Eligibility for Cancellation

Cancellation is only valid if the kit is returned:

Unused
Unopened
In its original condition and packaging

Once a kit has been opened or used, it is considered hygienic goods and is non-returnable and non-refundable.

11.3 No Refund Policy

Family Jewels operates a strict no-refund policy. Even within the cancellation window, any costs already incurred (including processing, handling, and shipping) may be deducted at our discretion.

No refunds or credits will be issued once:

The kit has been opened or used
The 21-day period has passed
The kit is not returned in acceptable condition

11.4 Return Deadline

Approved cancellations must be returned within 7 days of confirmation. Failure to return the kit within this timeframe will result in the cancellation being void, with no refund issued.

11.5 Impression Accuracy

It is the customer’s responsibility to follow all instructions when taking impressions. If a mould is deemed inaccurate or unsuitable for production, a new kit must be purchased at your own expense.

12. Agreement to Terms

By placing an order with Family Jewels, you confirm that you have read, understood, and agreed to these Terms & Conditions.

We reserve the right to update or modify these Terms at any time without prior notice. It is your responsibility to review the Terms & Conditions before placing an order.

13. Contact Information

For any questions or concerns, please contact us via the contact page on our website.