Illoom Refund & Repair Policy

Every Illoom piece is custom made to your individual specification. Because each piece is one-of-a-kind and made to fit only you, we do not offer refunds or exchanges for change of mind.

Lifetime workmanship guarantee

We stand behind everything we make. Every Illoom piece is covered by a lifetime workmanship guarantee. If a fault occurs due to our craftsmanship, we will repair it at no charge.

The workmanship guarantee does not cover:
- Damage caused by wear, impact, dropping, biting on hard objects, or misuse
- Loss or theft
- Alterations or repairs carried out by another jeweller
- Normal wear and tear

Repairs for damage caused during wear are quoted case by case and charged at cost.

Lifetime cleaning

We offer complimentary professional cleaning of all Illoom pieces for life. Simply contact us to arrange.

Lead times

Custom pieces typically take 1-4 weeks from receipt of a successful mould, and 1–4 weeks for other bespoke jewellery from design approval. Custom work involves many variables (stone sourcing, complexity of design, engraving, enamel work, sizing) and while we always aim for accurate timeframes, lead times are estimates rather than guaranteed dates.

Faults and fitting on arrival

Like any custom made product occasionally adjustments are needed to achieve the perfect outcome, contact us and we'll arrange an alteration on the piece to reach the desired outcome. 

Impressions and fit

An accurate dental impression is essential to the fit of your grillz. We always recommend having your impression taken in our Sydney studio, or by a dentist or dental professional.

Where you choose to take your impression at home using our mould kit, you are responsible for providing an accurate impression by following our video guide. If we identify an issue with your mould before production begins, we will contact you.

If a completed piece does not fit due to an inaccurate impression provided by the customer, remakes or adjustments will be quoted case by case and charged at cost. Fit issues caused by our craftsmanship are covered under our lifetime workmanship guarantee.

Your rights under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. You are entitled to a repair, replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage.

To arrange a repair, cleaning, or discuss any concerns with your piece, please contact us via email at info@illoom.com.au.