Refund policy

THE BLACKENED TEETH

Delivery, Returns and Cancellation Policy

This policy explains how returns, exchanges and refunds work when you order from us. It is part of, and should be read alongside, our Terms and Conditions of Sale. Nothing in this policy affects your statutory rights as a consumer.

Your statutory right to cancel (14-day cooling-off period)

If you are a consumer in the United Kingdom or the European Economic Area, you have the legal right to cancel your order for any reason within 14 days of receiving it. This is in addition to anything else set out in this policy.

To cancel, email us at contact@theblackenedteeth.com with your order number, or use the model cancellation form in the appendix to our Terms and Conditions of Sale. You then have a further 14 days to return the goods to us.

When we receive the returned goods (or proof that you have returned them, if earlier) we will refund you in full, including the cost of standard outbound delivery, within 14 days. The refund will be made to the same payment method you used for the order. You are responsible for the cost of returning the goods unless they are faulty, damaged or not what you ordered.

A few points to be aware of:

• Goods must be returned in their original, unused condition. We may reduce your refund if the goods show signs of unnecessary handling that has reduced their value.

• The 14-day cooling-off period does not apply to custom-made, personalised or engraved items (see below).

• If your order was delivered in multiple parcels on different days, the 14 days runs from the day you receive the last parcel.

Goodwill returns and exchanges (after the 14-day period)

If you change your mind after the 14-day statutory cooling-off period has expired, we offer the following as a goodwill policy:

• You may return the item for store credit to the same value, or exchange it for a different item, provided we receive it back within 30 days of you receiving it.

• The item must be in its original, unused condition with original packaging. If packaging has been removed or tampered with we will not be able to accept the return.

• You are responsible for return shipping. We strongly recommend a tracked service.

• For exchanges, if your new item costs more than the returned item, we will invoice you for the difference and for outbound shipping of the new item before we dispatch it.

• Sale items can be exchanged or returned for store credit only (not refunded) within the same 30-day window.

We aim to process returns within 5 working days of receipt and will email you to confirm.

Custom, personalised and engraved items

Custom-made, personalised and engraved items are made specifically to your request and cannot be resold. They are non-refundable and non-exchangeable for change of mind, and are not covered by the 14-day cooling-off period above. This includes (but is not limited to):

• Custom engraved plaques

• Custom engraved bones

Please check all custom details carefully before placing your order — once production has begun we cannot make changes.

Your statutory rights still apply if a custom item arrives faulty, damaged or not as you ordered it. In those cases, we will repair, replace or refund the item in line with the sections below and your rights under the Consumer Rights Act 2015.

If your order arrives damaged

Risk in the goods only passes to you when you take physical possession of them, so anything that goes wrong in transit is our problem to resolve, not yours.

If your order arrives damaged, please email contact@theblackenedteeth.com within 14 days of receipt with your order number and photographs of:

• the damaged item(s);

• the outer shipping box and any visible damage to the packaging.

Where possible, please keep the original packaging until we have advised next steps, as we may need it for the courier claim. If the packaging has already been disposed of, please let us know and we will work with what we have.

We will arrange a repair, replacement or refund as quickly as possible. We will refund original delivery costs and reasonable return postage costs (if return is needed) for any damaged item.

If you receive a faulty item

Under the Consumer Rights Act 2015 (or equivalent local law if you are outside the UK), you have a 30-day short-term right to reject faulty goods for a full refund. Please email contact@theblackenedteeth.com within 30 days of receipt, with your order number and a description and photographs of the fault, and we will advise on next steps.

We will refund the original delivery costs and reasonable return postage costs for all faulty items.

If you receive an incorrect item

If the item you received is not what you ordered, please contact us as soon as possible — and within 30 days of receipt — at contact@theblackenedteeth.com, with photographs of the goods and the packing slip. We will arrange the return at our cost (typically with a pre-paid return label) and either send the correct item or issue a full refund, including original delivery costs.

International returns

If you are returning goods to us from outside the United Kingdom, please note:

• You are responsible for the cost of return shipping (which for heavier items may be substantial). We strongly recommend a tracked service.

• Any import duties, customs charges or sales taxes you paid on receipt of the goods are not refunded by us. These may be recoverable directly from the relevant tax or customs authority on return of the goods, and you should consult that authority for guidance.

• You must mark the parcel clearly as "returned goods" and use any equivalent terminology required by your local customs authority. If we are charged UK import duty because the parcel was incorrectly declared on its way back to us, we may deduct this from your refund.

Where the goods are faulty, damaged or incorrect, the rules above (faulty / damaged / incorrect items) apply and we will refund reasonable return postage costs.

Returning goods to us

Please include your original packing note or a printed copy of your order confirmation email with the parcel.

Returns should be sent to:

The Blackened Teeth Ltd, Unit 27-28 Aberaman Industrial Estate, Aberaman, CF44 6DA, United Kingdom.

Returned items will be checked on arrival. We strongly recommend using a tracked service, as we cannot be responsible for parcels lost in transit on their way back to us. Please package items carefully — if items are damaged in transit because of inadequate packaging we may not be able to refund or exchange them.

Refund timing and method

Where a refund is due, we will process it without undue delay and in any event within 14 days of:

• the day we receive the returned goods, or

• (if earlier) the day you provide evidence that you have returned them, or

• the day we accept your cancellation, where no goods were dispatched.

Refunds are made to the same payment method you used for the original transaction, unless you expressly agree otherwise. You will not incur any fees as a result of the refund. Depending on your bank, it can take a few additional days for the refund to appear in your account.