Refund policy

This policy applies to purchases made from GrindTime Mouthguards through our New Zealand online store. Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other applicable consumer protection law. For Australian customers, rights under Australian Consumer Law may also apply.

Returns

To be eligible for a return, your item must be in the same condition that you received it, unused, unworn, and in its original packaging. You’ll also need the receipt, order number, or proof of purchase.

For hygiene reasons, mouthguards can only be returned for change-of-mind reasons if they are unopened, unused, unheated, unmoulded, unworn, and still in their original packaging.

Merchandise and accessories may be returned if they are unused, unworn, clean, undamaged, and in their original packaging.

To start a return, contact us at: customerservice@grindtimemouthguards.co.nz

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return may not be accepted.

Change-of-Mind Returns

We do not offer returns or refunds for change of mind as a standard policy. This includes situations where you ordered the wrong size or colour, changed your mind, found the item cheaper elsewhere, or no longer want the item.

In some cases, we may choose to accept a change-of-mind return at our discretion as a goodwill gesture. Any goodwill return must be approved by us before the item is sent back.

For approved change-of-mind refunds, original shipping costs are not refundable. A return handling fee may also be deducted from your refund to cover return shipping and processing costs.

This fee only applies to change-of-mind refund requests. It does not apply if the item is faulty, damaged, incorrect, not as described, unsafe, or otherwise fails to meet applicable consumer guarantees.

Damages and Issues

Please inspect your order when you receive it and contact us immediately if the item is defective, damaged, not as described, or if you received the wrong item.

Contact us at: customerservice@grindtimemouthguards.co.nz

Please include your order number and photos of the issue where possible, so we can evaluate the problem and make it right.

If an item does not meet the guarantees required under New Zealand consumer law, we will provide the remedy required by law. Depending on the issue, this may include a repair, replacement, refund, or another appropriate solution.

Exceptions / Non-Returnable Items

Unless required by law, we cannot accept returns for:

  • mouthguards that have been opened, heated, moulded, fitted, worn, placed in the mouth, or used;
  • products damaged because of misuse, incorrect fitting, incorrect heating, improper care, or failure to follow the fitting instructions;
  • items that are not in their original condition or original packaging;
  • gift cards;
  • personalised, customised, or special-order products, unless faulty;
  • final sale or clearance items for change-of-mind reasons.

Sale, clearance, and discounted items are still covered by applicable consumer guarantees. If a sale item is faulty, not as described, unsafe, or otherwise does not meet consumer guarantees, you may still be entitled to a remedy under the law.

Exchanges

We offer exchanges for eligible unused items, including size or colour exchanges, subject to stock availability.

To request an exchange, contact us at: customerservice@grindtimemouthguards.co.nz

Once your exchange request has been accepted, you’ll need to return the original item to us. After we receive and inspect the returned item, we will send the replacement item to you. You do not need to make a separate purchase for the replacement item.

An exchange handling fee may also be charged to cover return shipping and processing costs.

Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund has been approved.

If approved, you’ll be refunded to your original payment method within 10 business days.

For approved change-of-mind refunds, original shipping costs are not refundable, and a return handling fee may be deducted to cover return shipping and processing costs.

Please remember it can take some time for your bank, credit card company, or payment provider to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at: customerservice@grindtimemouthguards.co.nz