Refund policy

This policy applies to all purchases made at oralloc.com. OralLoc is a trading name of Echelon Ventures LLC, 2222 W Grand River Ave Ste A, Okemos, MI 48864, USA. By placing an order you agree to the terms set out below.

1. The Short Version

There are three ways to get your money back, and each one has its own rules. Please read the section that matches your situation.

2. Our 90 Day Money Back Guarantee

We stand behind our product. If you have molded it properly and it has not held for you, we will refund it.

We ask for one full tube because the first mold is rarely the best one. Most people need a second attempt before the fit is right, and one tube gives you several applications to work with. We would rather you got it right than gave up on day one. That is also why the window runs for a full 90 days rather than 30.

Opened, partly used and completely finished tubes are all covered under this guarantee. All tubes from the order must be returned to us, used and unused, once we have issued you an RMA number.

The guarantee is limited to one refunded order per customer or household. Repeat purchases made after a guarantee refund has been issued are final sale and are not covered by the guarantee. Sealed, unopened items remain returnable under section 3 regardless of whether a guarantee refund has previously been issued.

3. Sealed and Unopened Returns

If you have simply changed your mind, you can return any tube you have not opened within 30 days of delivery. You do not need to give us a reason.

This is a hygiene requirement, not a technicality. Once a tube has been opened we have no way to verify how it has been stored or handled, and a product that goes inside someone's mouth can never be sold or supplied to anyone else. It has to be destroyed.

A tube you have already pierced cannot be returned under this section. It may still be covered by the guarantee in section 2 if you have used at least one full tube.

4. Multi Tube Orders

If you purchased a multi tube bundle and are claiming under the 90 day guarantee, the full order is eligible for refund, including tubes you have opened or finished. All tubes from the order, used and unused, must be returned to us together. Partial refunds on individual tubes within a bundle are not available, because bundle pricing is calculated on the bundle as a whole.

If you are returning under section 3 instead, any sealed unopened tube from the order can be returned on its own. Where returning part of a bundle takes your order below the quantity that earned the bundle price, your refund is calculated against the correct price for the quantity you have kept.

5. Damaged, Defective, Incorrect or Missing Orders

Email contactoralloc@gmail.com within 14 days of delivery with your order number and photographs of the item and the outer packaging. We will send a free replacement or issue a full refund including your original shipping, at your choice. We cover any return postage required, and no minimum use or sealed condition applies.

6. What Is Not Covered

7. How to Start a Return

1. Email contactoralloc@gmail.com with the subject line "Refund Request"
2. Include your order number, the name the order was placed under, whether the tubes are sealed or opened, and the reason for the return
3. Our team will reply with an RMA number, the correct return address, and full instructions
4. Write the RMA number clearly on the outside of the parcel
5. Post the items to the address given in your RMA email, and keep your proof of postage

RMA numbers are valid for 21 days from the date of issue. Returns received after that window may not be accepted.

Please only ever send returns to the address given in your RMA email. Do not send returns to the address on your order confirmation, on the outside of your parcel, or on the product packaging, as those are not return addresses and parcels sent there cannot be recovered.

8. Return Shipping

Return shipping is paid by the customer, unless the return falls under section 5, in which case we cover it in full.

We strongly recommend using a tracked service and keeping your proof of postage. We cannot issue a refund on a parcel that does not reach us and for which no tracking is available.

9. Fees and Deductions

Original shipping charges paid at checkout are not refunded, and return shipping is at your cost, as set out in section 8.

10. Refund Timing and Method

Once we receive and inspect your return, we will email to confirm. Approved refunds are processed within 7 working days of that confirmation.

Refunds are issued to the original payment method only. We cannot refund to a different card, account or person. Once we have processed the refund, the time it takes to appear in your account is controlled by your bank or card issuer and is typically a further 3 to 10 working days.

11. Store Credit

You may choose store credit instead of a cash refund. Store credit is issued at the full product price paid, is valid for 12 months from the date of issue, and can be used on any product on our store. Store credit is non transferable and cannot later be converted to a cash refund.

12. Non Delivery, Lost and Stolen Parcels

If your tracking shows delivered but you have not received the parcel, please check with members of your household and your neighbours, and check any safe place or mailbox, before contacting us. Carriers occasionally mark parcels delivered up to 48 hours early.

If the parcel still cannot be found, email us within 14 days of the marked delivery date and we will open a claim with the carrier. Where a parcel is confirmed lost in transit, we will reship or refund in full at your choice.

13. Order Changes, Cancellations and Refused Deliveries

We aim to ship quickly, which means the window to change or cancel an order is short. Email us as soon as possible after ordering and we will do our best, but we cannot guarantee changes once an order has entered fulfilment.

If a parcel is refused at the door or returned to us as undeliverable because of an incorrect or incomplete address supplied at checkout, we will refund the product price less shipping once the parcel reaches us.

14. Shipping Times

Orders are typically dispatched within 1 to 2 working days. If we are unable to ship your order within 30 days of purchase, we will notify you and give you the option of a revised shipping date or a full refund. Full details are in our Shipping Policy.

15. Subscription Orders

Subscription orders are billed automatically every [42] days at the price shown at checkout, until you cancel. The billing frequency and amount are disclosed on the product page, in the cart and at checkout before you complete your purchase, and you will receive an email reminder before each renewal.

To cancel, either manage your subscription through the account link in your order confirmation email, or email contactoralloc@gmail.com and we will cancel it for you. Full details are in our Purchase Options Cancellation Policy.

Cancellation must be received at least [48 hours] before your next scheduled billing date. A renewal that has already been processed and shipped is covered by this policy in the same way as any other order.

If a renewal charge is processed after you have requested cancellation, contact us and we will refund it in full immediately.

16. Fair Use of the Guarantee

Our guarantee is offered in good faith. We reserve the right to decline a refund, cancel an order or restrict future purchases where we identify repeated returns, multiple accounts or addresses used to claim the guarantee more than once, or other patterns of abuse.

17. Payment Disputes

If you have any issue with your order, please contact us first at contactoralloc@gmail.com. We answer every email and we resolve almost every issue within one working day. Opening a dispute with your bank before contacting us slows the process down considerably and prevents us from helping you directly.

18. Health and Safety

OralLoc is a denture reliner intended for use with existing, undamaged dentures. Stop using it and speak to your dentist if you experience soreness, irritation, swelling or any other reaction.

A reliner improves the fit of a denture. It does not repair one. If your denture is cracked, broken, or has become badly loose, see your dentist. Relining a denture that needs professional attention can mask a problem that is continuing underneath it, and OralLoc is not a substitute for regular dental care.

Do not use over open sores or where there is infection in the mouth. Keep out of reach of children. Follow the heating instructions as written and never use boiling water.

19. Changes to This Policy

We may update this policy from time to time. The version in force at the time you place your order is the version that applies to that order.

20. Governing Law

This policy is governed by the laws of the State of Michigan, USA.