Return and Refund Policy

 

1 Scope

This Policy applies to products purchased from ZDMei Jewelry through zdmeijewelry.com. Our grillz are individually made using the tooth positions, tooth count, measurements, design, metal, color, stones, engraving, impressions, scans, or other specifications selected or supplied by the customer. Because these products are personalized and cannot be resold, and for hygiene and safety reasons, we generally do not accept returns, exchanges, or refunds for change of mind, style preference, incorrect selections, or inaccurate customer-supplied information, except as expressly stated below or required by applicable law.

2 Order Confirmation and Cancellation

· Before paying, review the tooth positions, number of teeth, material, color, stone setting, engraving, contact details, and shipping address.

· To request a change or cancellation, contact us within 12 hours after payment and before production begins. If design, sourcing, impression processing, scheduling, or production has not started, we may approve the cancellation. Non-refundable payment processing charges may be deducted where permitted by law.

· Once production-related work begins, the order cannot be cancelled. Later changes may require additional design, material, or remake fees.

3 Eligible After-Sales Claims

Inspect your order promptly after delivery. Contact us within 7 calendar days after delivery with your order number, photos of the package and full product, close-ups of the issue, and an unboxing video if available, if:

· you received the wrong product or material, or the product materially differs from the final approved specifications;

· the product was visibly damaged in transit;

· we verify an original material or manufacturing defect; or

· the shipment is confirmed lost and qualifies under the carrier claim process.

After review, we may provide repair, remake, replacement, partial refund, or full refund as appropriate. Except where applicable law requires a specific remedy, we may select a reasonable remedy based on the nature of the issue, repairability, and proportional cost. Unauthorized alteration or third-party repair may affect eligibility.

4 Items Not Covered by Free Return or Refund

· change of mind, changed taste, or subjective expectations;

· incorrect tooth position, tooth count, size, color, metal, or stone selection by the customer;

· inaccurate, incomplete, damaged, or altered impressions, scans, photographs, measurements, or other customization data;

· fit changes caused by tooth movement, dental treatment, orthodontics, fillings, crowns, extraction, or other oral changes;

· ordinary wear, scratches, oxidation, tarnish, discoloration, plating wear, staining, or routine stone loosening;

· damage caused by dropping, impact, crushing, biting hard objects, misuse, poor storage, improper cleaning, chemicals, or third-party work;

· loss, theft, or missing accessories, impressions, or packaging;

· minor color variation, screen variation, and reasonable differences inherent in handmade products.

5 Lifetime After-Sales Service

We provide the original purchaser with ongoing repair consultation and after-sales support for the usable life of the product. “Lifetime after-sales service” means continued access to evaluation and available services such as cleaning, polishing, reinforcement, stone replacement, repair, resizing, or remake assessment. It does not mean that all service, materials, labor, shipping, duties, or full replacement will always be free.

· If we confirm an original material or manufacturing defect, we will provide an appropriate free repair, remake, or other remedy based on applicable law and our assessment.

· Normal wear, accidental damage, misuse, dental changes, loss, redesign, resizing, replacement stones, and replating are generally paid services.

· The customer normally pays inbound and outbound shipping, insurance, taxes, and duties. If the issue is confirmed to be our responsibility, we may cover reasonable costs based on the claim assessment.

· Service remains subject to the availability of compatible parts, stones, materials, and processes. If repair is not feasible, we may offer a paid remake or another option.

6 Return Procedure

· Contact us by WhatsApp or email and obtain an after-sales authorization number and written return instructions before shipping anything.

· Unauthorized returns may be refused. Do not send a product to an address shown on the website, shipping label, or social media unless we confirm that address in writing.

· Clean and securely package the product and use a trackable, preferably insured, service. The customer bears the risk of loss or damage during return transit unless applicable law provides otherwise.

· For hygiene reasons, worn custom oral products are accepted for return handling only for verified quality issues, incorrect fulfillment, or where required by law.

7 Refunds

Approved refunds are issued to the original payment method. Posting time is controlled by the bank, card issuer, or payment provider. Original shipping, rush fees, insurance, duties, import taxes, and payment charges are generally non-refundable unless the refund results from our error or applicable law requires otherwise. A chargeback does not expand either party’s rights beyond this Policy or applicable law.

8 Mandatory Consumer Rights

Nothing in this Policy excludes or limits consumer rights that cannot lawfully be waived. Personalized goods may be excluded from change-of-mind withdrawal rights in some jurisdictions, while goods that are faulty, damaged, incorrect, or not as described may still qualify for statutory remedies.