Refund policy

Returns and Refunds

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. 

In accordance with the ACCC (Australia), you are entitled to a replacement, credit or refund where item(s) are:

(1) Wrongly described

(2) Faulty or damaged

(3) Different from a sample shown to you - please note, colours may appear different on varying device screens. We have ensured that all our colour choices are an exact match as per our raw product imagery but they may display differently on different screens.

We are not required by law to provide a refund if you simply change your mind.

Requesting a refund or replacement

To be eligible for a refund or replacement, the item must be in the same condition that you received it, unworn or unused in its original packaging. You’ll also need to provide the receipt or proof of purchase. Due to the nature of our products, for hygiene reasons, we will never accept a return where the packaging has been opened, and/or the product has been handled or used.

To start a refund or replacement claim, please contact us at info@tribalmouthguards.com. Please note that you will need to pay for  postage costs to return the item(s) to us. The address for all returns is Level 1, 23-27 Macquarie Street, Parramatta, NSW, 2150

If eligible for a refund, it will be given in the same form of payment originally used for the purchase. When returning a defective item a note must be included stating the original order number and delivery address as well a description of the fault.

Any orders for personalised goods are non-refundable unless the problem is of our own fault. Should you have any problems with personalised orders, please contact customer services and we will try to resolve the issue promptly.

We will only accept returns on our custom-fit mouthguards if the guard does not fit properly in the mouth, feel uncomfortable in any way, or there has been an error in the design aspect of the customisation. We do not want you to take part in your sport if the guard is not going to offer you optimum protection. 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges 

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@tribalmouthguards.com