Returns and Refunds Policy

Please review this policy before purchasing a custom grill, booking a workshop, or submitting a deposit.

By completing a purchase or reservation, you acknowledge and agree to the following terms.

Custom Grillz

All HighKei grillz are custom-made using the customer’s individual dental impression, material selection, tooth placement, and approved design.

Because custom grillz are made specifically for one person and cannot be resold, all custom grillz sales are final.

HighKei does not accept general returns or exchanges on completed custom grillz.

Deposits and Payments

Deposits and payments are generally nonrefundable once HighKei has begun preparing or processing the order.

This may include:

• Reserving production time
• Ordering materials
• Reviewing or preparing dental impressions
• Creating the wax design
• Beginning casting or finishing
• Preparing tools, materials, or staffing for a workshop

Any remaining balance must be paid before the finished item is released, picked up, or shipped.

Workshop Payments

Workshop payments and deposits are generally nonrefundable because each reservation secures limited seating, materials, staffing, tools, and production services.

Customers who cannot attend should contact HighKei as soon as possible.

Rescheduling may be available depending on:

• How much notice is provided
• Future workshop availability
• Whether materials have already been prepared
• Venue and staffing commitments

Missing a workshop without notice may result in the loss of the full payment.

Design Changes

Customers are responsible for reviewing and approving their design, material, and tooth selection before production begins.

Refunds will not be provided because a customer changes their mind after approving the order.

Changes requested after production has started may require additional material, labor, and production fees.

Fit Concerns

A fit concern does not automatically qualify for a refund.

Customers must contact HighKei before bending, filing, heating, squeezing, grinding, or otherwise altering the grill.

HighKei may request:

• Photos or videos
• An in-person fitting
• A new dental impression
• The original grill for inspection

After reviewing the issue, HighKei will determine whether an adjustment, repair, or remake is appropriate.

Manufacturing Issues

Customers should contact HighKei as soon as possible if they believe their item has a manufacturing issue.

If HighKei confirms that the issue was caused by our production process, we may offer an adjustment, repair, remake, store credit, or another appropriate resolution.

Refunds are not automatically guaranteed.

Nonrefundable Situations

Refunds, free repairs, and free remakes will generally not be provided for:

• A change of mind
• An approved design or material selection
• An inaccurate or damaged dental impression
• Changes to the customer’s teeth after the impression was taken
• Lost or stolen grillz
• Customer damage
• Improper cleaning or storage
• Normal scratches, tarnishing, or wear
• Fading of plated finishes
• Damage caused by eating, sleeping, smoking, or vaping while wearing the grill
• A grill altered by the customer or another jeweler
• Missed appointments or workshop no-shows
• Failure to respond to HighKei
• Incorrect shipping information provided by the customer

Canceled Orders

Customers should contact HighKei immediately if they need to cancel an order.

A cancellation may be considered only if production has not begun and no materials, labor, or services have been committed to the order.

Any approved cancellation or refund may be reduced by:

• Payment-processing fees
• Materials already purchased
• Labor already completed
• Dental impression expenses
• Design or preparation fees
• Shipping expenses

Cancellation and refund decisions are made based on the stage of the order.

Shipping Charges

Shipping fees are nonrefundable once a package has been shipped.

Customers are responsible for providing an accurate shipping address and being available to sign for the package.

Additional shipping fees may apply if a package is refused, returned, or requires reshipping.

Refund Processing

Any refund approved by HighKei will be returned to the original payment method when possible.

Payment-processing fees and other nonrecoverable charges may be deducted from the refund where permitted.

Processing times may vary depending on the customer’s bank or payment provider.

Contact HighKei

For questions concerning a return, refund, fit issue, repair, remake, or canceled order, contact HighKei with your name, order information, and a description of the issue.

HighKei — Where We Turn Customers Into Creators