Refund policy

Change of mind and cancellations

Please contact hello@customsbytayla.co.nz as soon as possible if you want to cancel or change an order. We may be able to help before a kit has been dispatched or a custom mouthguard has entered production. We do not offer automatic change-of-mind returns or exchanges for a mouthguard made to your confirmed design. Any cancellation or change-of-mind refund that we agree to will be confirmed with you.

Faulty, damaged or incorrect items

If your kit or mouthguard arrives damaged, is faulty, or does not match what was agreed, email us with your order number, a description and, if useful, photos. Please wait for return instructions before sending an item back. We will assess the issue and provide a repair, replacement, refund or other remedy as required by the New Zealand Consumer Guarantees Act and other applicable law. Nothing in this policy limits your rights under that law.

Impressions and custom work

We review impressions before making a mouthguard. If an impression cannot be used or a requested design cannot be made as discussed, we will contact you about the next steps and available options. 

Refunds and contact

When a refund is due, it is normally sent back to the original payment method. Your payment provider may take additional time to show it. Contact hello@customsbytayla.co.nz with any return, cancellation or refund question.