Returns, Refunds and Cancellations

This policy applies to consumer purchases made directly through this SAFEJAWZ website. SAFEJAWZ is a trading name of Protective Sportswear Ltd.

If you purchased through another retailer or marketplace, please contact the seller through which you placed your order.

Nothing in this policy limits your statutory consumer rights. Where the laws applicable to your purchase provide greater protection, those rights take priority.

Changing your mind

You may cancel an eligible purchase without giving a reason by telling us within 14 calendar days after the day you receive your goods.

If an order contains goods delivered separately, this period runs from the day after you receive the last item.

To cancel, email hello@safejawz.com as soon as possible. Say clearly that you want to cancel and include your order number if you have it. If you can’t find it, give us the name and email address used to place the order. You can also use the optional cancellation form below or another cancellation method available under applicable law. Contacting us quickly helps us stop your order before dispatch. Your statutory cancellation deadline still applies.

If you have received the goods and we have not offered to collect them, send them back within 14 calendar days after notifying us, or within any longer period the law gives you. Contact us promptly for the returns address. A delay in our reply does not limit your statutory rights.

The exception for personalised and custom-made goods is explained below.

Mouthguards: inspection, handling and use

Your mouthguard is visible through the clear blister pack. If you’re considering a change-of-mind return, please check the colour and design through the packaging and keep the pack closed where possible. Opening the pack alone does not affect your statutory cancellation rights.

For change-of-mind returns, please return the mouthguard unused and include its original packaging where possible.

Subject to applicable law, we may reduce your refund to reflect any loss in value caused by handling beyond what is reasonably necessary to establish the product’s nature, characteristics and functioning. This may include placing the mouthguard in the mouth, heating or moulding it, or wearing it during sport.

Any deduction will reflect the actual loss in value. Where supported by the circumstances and permitted by applicable law, this may be up to the full product price if the handling has left the product with no resale value. We will explain any deduction and the reasons for it.

Opening the packaging alone will not be treated as evidence that the mouthguard has been used.

These conditions do not restrict your rights if the product is faulty, damaged on arrival, incorrectly supplied or not as described.

How to return an item

Email hello@safejawz.com with the item, your delivery country and your order number if available. We’ll give you the correct returns address and explain whether we’ll provide a prepaid label or arrange collection. If you’re cancelling, say so clearly in your email. You can give notice without waiting for our reply or approval, or use any other cancellation method available under applicable law.

Please include your order number or another way for us to identify your purchase. Pack the goods securely and retain proof of postage.

For change-of-mind returns, you are responsible for the direct cost of returning the goods, provided we informed you of this before purchase. If we did not, we will cover the return cost where required by law.

Please include the original product packaging where possible. Missing original packaging does not automatically remove your statutory rights. Any deduction for loss in value will be assessed in accordance with applicable law.

Refunds for cancelled purchases

For an eligible cancellation, we will refund the price paid for the returned goods, subject to any lawful deduction for loss in value as explained above.

If you cancel your entire order and we can stop it before dispatch, we’ll refund the full amount you paid, including delivery. If the order has already been dispatched, email hello@safejawz.com for return instructions. For a change-of-mind cancellation, you pay the direct return cost if we told you before purchase and the law allows it. For a whole order cancelled after dispatch, we’ll refund original delivery charges where required by law. For UK and EU statutory cancellations, this generally means refunding what you paid for delivery up to the cost of the cheapest standard option we offered. We’ll refund any extra cost for premium delivery where required by law.

For a partial return, we will refund any delivery charges required by applicable law. Where local law requires us to refund additional amounts, issue a refund sooner or issue it without waiting for the goods or proof of return, those requirements take priority.

Where goods must be returned and we have not offered to collect them, we will issue your refund without undue delay and no later than 14 calendar days after:

whichever happens first.

If no goods need to be returned, or we have offered to collect them, we will issue your refund without undue delay and within 14 calendar days of being informed of your cancellation.

Refunds will be made to the original payment method unless you expressly agree otherwise. We do not charge a refund processing fee. Your payment provider may take additional time to display the refund in your account.

Faulty, damaged, incorrect or misdescribed goods

If your order arrives damaged, contains the wrong item, develops a fault or does not match its description, please contact hello@safejawz.com.

Please provide your order number or other proof of purchase and a description of the problem. Photographs may help us resolve the issue more quickly, where available. Missing original packaging or an order number does not automatically invalidate a claim.

We may reasonably assess the product before confirming the appropriate remedy. Depending on the circumstances and applicable law, you may be entitled to a refund, repair, replacement or price reduction.

Where goods do not meet applicable legal requirements, we will cover reasonable and necessary return costs. We will provide a prepaid return label or agree a suitable return method with you.

The change-of-mind time limits and the personalised-goods exception do not limit your statutory rights concerning faulty, incorrect or misdescribed goods. These rights can apply even if the product has been opened, handled, fitted or used.

For UK customers, qualifying faulty goods generally carry a 30-day short-term right to reject. Rights to repair, replacement and, in certain circumstances, a refund or price reduction may continue after that period.

Normal wear and tear, accidental damage and misuse do not, by themselves, establish a product fault. We will assess each case in accordance with applicable consumer law.

Refunds for faulty or otherwise non-conforming goods will be processed within the timeframe required by applicable law. For UK customers entitled to a refund, this will be without undue delay and within 14 days of our agreement that a refund is due.

Missing or undelivered orders

If your order has not arrived by the expected delivery date, please contact hello@safejawz.com so we can investigate.

Where we arrange delivery, we remain responsible for the goods until they come into your physical possession or that of a person you nominate, subject to applicable law and any valid delivery instructions you have given.

If an order is lost in transit or cannot be delivered, we will arrange an appropriate resolution, including a replacement or refund where required. Your consumer rights do not depend on us first recovering compensation from the delivery company.

Nothing in this policy limits your rights to cancel an order because of late or failed delivery.

Personalised and custom-made goods

Goods genuinely made to your specifications or clearly personalised are excluded from change-of-mind cancellation rights, except where applicable law provides otherwise.

A standard boil-and-bite mouthguard is not treated as personalised simply because you mould it yourself after delivery. However, moulding or using it may affect its value and the amount refundable under a change-of-mind return, as explained above.

Your rights concerning faulty, damaged, incorrect or misdescribed goods remain unaffected.

Fitting support

If you are having difficulty fitting your mouthguard, please contact hello@safejawz.com for assistance.

Fitting support does not replace or restrict your statutory rights.

Product colours

We aim to represent product colours accurately, but screen settings and devices can affect how colours appear.

This does not limit your rights if the product supplied is materially different from its description.

Returns outside this policy

If you wish to return goods outside the change-of-mind period and no statutory right applies, please contact us before sending them.

Any discretionary return must be agreed with us. If we cannot accept a return, we will explain why and discuss arrangements for returning the goods to you, including any reasonable postage costs payable by you.

We will not automatically recharge your payment method or treat goods as abandoned because you have not responded within a fixed 14-day period.

International customers

The change-of-mind policy above is offered to customers internationally, subject to its stated conditions and exceptions. Any additional mandatory rights under the laws applicable to your purchase remain unaffected.

Customers in the European Union retain applicable withdrawal rights and legal guarantees for goods that are faulty or do not conform to the contract.

For Australian customers, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Additional rights by market

EU customers. Where applicable, you can also use our online withdrawal function [insert link or location once enabled]. We’ll acknowledge your withdrawal in a format you can save. The legal guarantee for goods that do not conform to the contract is generally at least two years from delivery.

New Zealand customers. Where the Consumer Guarantees Act applies, you may have the right to reject goods and choose an available refund or replacement if a failure is substantial or is not remedied within a reasonable time where required.

US customers. If we cannot dispatch by the promised date, we’ll explain the revised timing and your options to agree to a delay or cancel, as required by law. If we must cancel, we’ll issue the required refund promptly.

Brazilian customers. Where the statutory withdrawal right applies, you may use the online withdrawal option [insert link or location once enabled] or email us. We’ll acknowledge your withdrawal immediately, arrange the return at no cost and immediately take the required steps to reverse the payment and refund the amounts due.

Chilean customers. Where statutory withdrawal applies, you generally have 10 days from receipt, extending to 90 days if we do not provide the required written contract confirmation. Where the legal guarantee applies, eligible goods generally carry a six-month guarantee from receipt with a choice of repair, replacement or refund as provided by law.

Contact us

For cancellations, returns, refunds or delivery queries, email hello@safejawz.com.