Refunds/Cancellations/Exchanges
Last updated: 23 October 2026
Cancellations & Chargebacks
The honest version, first
EASE is a small, self-funded team. There is no warehouse of finished stock here — every Protective Mouth Grill is made by hand, for one person’s mouth, and it fits nobody else. Once it exists, it cannot be sold to anyone but you.
So when a payment is reversed and the piece is kept, it doesn’t come out of a corporate account. It comes out of a small team that has already paid for the gold, the labour and the shipping, and it is money we cannot get back.
We are genuinely easy to work with, and we have yet to meet a problem we wouldn’t try to solve. Give us the chance first. Everything below exists so that both sides know where they stand before any money changes hands.
Why all sales are final
The moment your order is placed, work begins and money is spent. Materials are allocated, your molding kit is shipped, bench time is booked with our jeweler, and several people across our team begin different stages of your order. None of that can be recovered.
For that reason, all sales at EASE are final. Once your order is placed it is no longer eligible for cancellation, refund, or free-of-charge changes. This includes a change of mind about the style you chose, and it includes a piece that does not fit on the first try — fit is something we solve with you, not something we refund.
What we will always do
Final sale does not mean you are on your own. If your piece does not fit or feel right, we offer a complimentary refit, and we will keep working with you until it is right. Report any fit or comfort concern within 15 days of receiving your grill, and ship it back within 5 days of receiving your return label. Details are on our fitting page.
What you agreed to at checkout
By completing your purchase you confirmed that you had read and agreed to this policy and to our Terms of Service. That agreement is recorded against your order, along with the date and time it was given.
We don’t raise this to be difficult. We raise it because these terms are the only protection a business our size has, and because we would far rather you read them before you buy than discover them afterwards.
Please talk to us before you dispute a charge
If something has gone wrong, tell us. Email customerservice@easethebrand.com and give us the chance to fix it. We answer every message, and in almost every case there is a solution — a refit, an adjustment, or simply an update on where your piece is in production.
A chargeback filed without contacting us first removes any opportunity to put things right, and is treated as a violation of our Terms of Service.
Chargebacks are treated as customer cancellations
Because every product we make is custom, any cancellation, reversal or dispute causes an immediate and unrecoverable loss of materials, labour and production capacity.
By placing an order, you agree that:
- A chargeback, payment dispute or payment reversal is considered a cancellation initiated by you, the customer.
- Disputing a payment does not entitle you to keep the product.
- Disputes filed without first contacting us may result in cancelled services, loss of product access, and recovery of our losses through any lawful means available to us.
Where an order is disputed and the product is kept, we reserve the right to report the matter to law enforcement in the customer’s jurisdiction and to pursue recovery of our losses.
If you do not agree to these terms, please do not place an order.
By placing an order, you confirm that you have read and agree to these terms.