This policy explains how refunds and returns are handled for all purchases made through the Piranha website.

1. Custom Sports Gumshields

Custom sports gumshields are manufactured specifically for you using your submitted impressions, digital scan files, or physical models. Under the UK Consumer Rights Act 2015, custom-made goods are exempt from standard cancellation rights once manufacturing begins. Further information can be found at www.gov.uk/accepting-returns-and-giving-refunds.

We do not offer refunds on custom sports gumshields once manufacturing has commenced.

2. Cooling-Off Period (Impression Kit Only)

We offer a voluntary 14-day cooling-off period from the date your free impression kit is delivered, provided:

• The impression kit remains unopened and unused
• You contact us at help@getpiranha.co.uk within 14 days to request a cancellation
• You return the kit to us at your own expense using a tracked service
• A £25 restocking fee will be deducted from your refund to cover processing and handling costs

Once the impression kit is used, impressions have been submitted, or digital scan files have been uploaded, the cooling-off period ends immediately and the order becomes final and non-refundable.

3. Digital Scan File Orders

If you selected the digital scan file upload option instead of requesting a physical impression kit, your cooling-off period ends immediately upon uploading your scan files. Once we receive your digital files, manufacturing preparation begins and the order becomes final and non-refundable.

4. Orders Using Customer-Supplied Models

If you chose to send us your own 3D models (printed, stone, or plaster) or existing physical impressions, your cooling-off period ends when we receive these items at our facility. Once received, manufacturing preparation begins and the order becomes final and non-refundable.

5. Post-Cooling-Off Cancellation (Before Manufacturing Begins)

If you cancel your order after the cooling-off period has ended but before manufacturing has actually started, a £50 cancellation fee will apply. This covers administrative time, processing costs, and the loss of allocated production resources.

The remaining balance will be refunded to your original payment method within 5-10 working days.

6. No Refunds After Manufacturing Starts

Once manufacturing of your custom gumshield has commenced, no refunds will be issued under any circumstances, except:

• Cases covered by our Perfect-Fit Guarantee (see Section 8)
• Manufacturing defects confirmed by our quality control team

Manufacturing begins on the same working day we receive your impressions, models, or digital scan files (if received before 15:00 GMT Monday-Friday), or the next working day if received after this time.

7. Cancellation Due to False or Incomplete Information

If you provide false, misleading, or incomplete health or eligibility information during the ordering process, and your case is subsequently deemed unsuitable for a custom gumshield, a £50 cancellation fee will be deducted from your refund.

If the information you provided was accurate and complete but your case is later found to be unsuitable due to factors beyond your control, you will receive a full refund.

8. Perfect-Fit Guarantee - Defective Gumshields

If your gumshield arrives and does not fit correctly due to a manufacturing defect, you must notify us within 14 days of receiving it. To be eligible for a complimentary remake, you must provide:

• Clear video evidence showing:
  • The gumshield being inserted and removed from your mouth
  • A close-up view of how it fits or does not fit
  • A brief verbal explanation of the issue
• Return of the original gumshield and all items that came with your order (including the storage case)

If a manufacturing defect or fit issue is confirmed, we will provide one complimentary remake. We may request new impressions or digital scans before proceeding with the remake.

Only one remake is permitted per order. If the second gumshield still does not fit after being manufactured to new impressions or scans, no further remakes or refunds will be offered. At this stage, fit issues are due to factors outside of our control, such as anatomical limitations, changes in your dental profile, or inaccuracies in the impression data provided.

9. Design Errors

We manufacture your gumshield exactly according to the design you created and approved at checkout. We are not responsible for:

• Spelling mistakes or errors in text you entered
• Incorrect colour choices
• Uploaded images or logos that appear differently than expected
• Design placement variations due to your unique dental anatomy

Design errors made by you during the customisation process are not eligible for refund or remake. Please review your design extremely carefully before placing your order.

10. Gumshield Coverage Area

All Piranha sports gumshields are designed to cover teeth up to and including the second back teeth (second molars). They do not extend to wisdom teeth (third molars).

This is the professional standard for sports mouthguards and provides optimal fit, comfort, retention, and protection. Extending further back can cause gagging, poor fit, and unnecessary bulk without added protective benefit.

This design specification is intentional and is not considered a defect. It is not eligible for refund or remake.

11. Material Thickness Variations

All sports gumshields naturally have variations in thickness throughout the appliance due to the contoured shape of teeth and bite patterns. The material thickness varies to provide optimal protection in high-impact areas (typically thicker at the front teeth) while maintaining comfort and breathability in other areas.

High-impact zones may have greater material thickness for maximum protection, while other areas may be thinner. This variation is a professional design feature and does not affect the protective performance of your gumshield.

Natural thickness variations are normal in professional sports mouthguard manufacturing and are not considered a manufacturing defect. This is not eligible for refund or remake.

12. Design Placement Variations

Due to natural variations in individual dental anatomy, the exact placement, size, and appearance of custom designs (text, logos, graphics) may vary slightly from the preview shown in our online customisation tool.

Every person's teeth, bite, and dental arch are unique. Text and graphics may appear slightly stretched, compressed, or repositioned to properly conform to your specific dental structure. This ensures optimal fit and protection.

Slight variations in design placement or appearance due to individual dental anatomy are not considered defects and are not eligible for refund or remake.

13. Normal Wear and Tear

Sports gumshields are subject to wear during regular use. Signs of normal wear include:

• Minor surface scratches or abrasions
• Slight material compression in high-contact areas
• Gradual thinning over months of regular use
• Minor colour fading or discolouration over time

Normal wear and tear is not considered a manufacturing defect and is not eligible for refund or remake. You should replace your gumshield when significant wear is visible or after any major dental work.

14. Unsuitable or Failed Impressions

If the impressions, models, or digital scan files you submit are not suitable for manufacture due to poor quality, inaccuracy, or incomplete data, we will notify you.

You will be required to:

• Request a new free impression kit and resubmit impressions, OR
• Upload new digital scan files, OR
• Send new physical models

It is your responsibility to follow the impression instructions carefully, watch our video tutorial, and use our WhatsApp support if you need assistance. We provide comprehensive guidance to help you achieve accurate impressions.

We cannot proceed with manufacturing until suitable impressions or scan data are received. No refunds will be issued for delays caused by unsuitable impressions.

15. What Is NOT Eligible for Refund or Remake

The following are not eligible for refund or remake:

• Gumshields that have been altered, trimmed, stretched, heated, or modified in any way after delivery
• Gumshields damaged due to misuse, abuse, improper storage, or exposure to extreme heat
• Gumshields that no longer fit due to dental changes after impressions were taken (new dental work, tooth movement, extractions, orthodontic treatment)
• Normal wear and tear from regular use over time
• Design choices, spelling errors, or customisation decisions made by you
• Slight variations in design placement due to individual dental anatomy
• Coverage area extending only to second molars (professional standard)
• Natural thickness variations throughout the gumshield
• Loss or theft of your gumshield
• Change of mind after manufacturing has commenced

16. Returning Your Gumshield

To initiate a return or remake request, please email us at help@getpiranha.co.uk with:

• Your order number
• Detailed description of the issue
• Video evidence (for fit issues)
• Photos (if applicable)

We will review your case and provide instructions on how to proceed.

If a return is approved:

• You must return the original gumshield and all items received with your order
• Items must be returned within 14 days of our approval
• Use a tracked and insured service for returns
• We will provide a return address once your return is approved
• You are responsible for return postage unless the item is confirmed to be defective due to our manufacturing error

17. Refund Processing

Approved refunds are processed to your original payment method within 5-10 working days of us receiving and inspecting the returned item.

If you paid using a payment plan service (such as Klarna), refunds will be processed according to their terms and conditions. You remain responsible for any outstanding payment plan instalments until the refund is processed by the payment provider.

Shipping charges are non-refundable unless the return is due to a manufacturing error on our part.

18. Express Production Refunds

If you purchased the Express Production upgrade (£29) and we fail to meet the 2-working-day production timeframe due to our error, we will refund the £29 Express Production fee. The base product price is non-refundable once manufacturing has commenced.

Express Production timeframes do not include shipping time or time taken for impressions to reach us. The 2-working-day period begins only when we receive your impressions, models, or digital files.

19. Inside Name Tag Charges

Inside name tag charges (£10) are non-refundable once your design has been submitted and manufacturing has commenced.

20. Backup Gumshield Orders

Backup gumshields purchased at 50% discount are subject to the same refund and return policy as primary gumshields. All terms outlined in this policy apply equally to backup orders.

21. Contact Us

If you have questions about your refund eligibility, return status, or any aspect of your order, please contact our support team at help@getpiranha.co.uk.

Our team is here to help and will work with you to resolve any issues fairly and in accordance with UK consumer law.