RETURN POLICY

Return Period

  • You have 14 days from the date of delivery to initiate a return or exchange request. Requests submitted after this window will not be accepted.
  • Returns after this timeframe will not be accepted

Start Your Return or Exchange →

Item Condition Requirements

All returned items must be:

  • In original, unworn condition
  • Free from stains, odors, or any signs of wear
  • Returned in the original packaging bag it came in
  • Securely packaged to prevent damage during transit

Items showing signs of wear will be returned to the customer at their expense. All returns are thoroughly inspected upon receipt.

Non-Returnable Items

The following cannot be returned or exchanged:

  • Items showing signs of wear, washing, or alteration
  • Damage that occurred after delivery
  • Original shipping fees are non-refundable

How to Initiate a Return or Exchange

All returns and exchanges must be processed through our Return Portal. 

Access the Return Portal →

Once your return is initiated through the portal:

  • Use the shipping label provided — return labels must be used within 7 days of creation to remain valid
  • Securely package your item with all original packaging
  • Keep your tracking information until the return is fully processed

Return Shipping

Customers are responsible for return shipping costs. We recommend using a tracked shipping method — we are not responsible for returns lost or damaged in transit. Return shipping typically costs between $10–25 depending on your location.

Exchange Terms

  • Must be requested within 14 days of delivery through the Return Portal
  • Even exchange (same value) — processed automatically once received and inspected
  • Uneven exchange — if lower value, difference issued as store credit. If higher value, you will be prompted to pay the difference before shipping

Refund Information

STORE CREDIT POLICY

  • All approved returns are processed for store credit only
  • Store credit is issued for the value of the returned item(s)

Refund Methods

  • Store credit issued within 1 week of return being received and approved
  • Store credit valid for 12 months from date of issue
  • Exchange orders are automatically processed once your return is received and inspected

The following are never refunded:

  • Original shipping charges
  • Return shipping costs
  • Duties or taxes paid on international orders

Special Circumstances

Damaged or Defective Items

  • Must be reported within 5 days of delivery to support@dentiproject.com
  • Include clear photos showing:The damaged productThe SKU label from the original packagingAny shipping box damage
  • For incorrect items, explain what you received versus what you ordered
  • Valid claims will receive a replacement of the same size and colour at no additional shipping cost
  • Reports submitted after 5 days or without the required photos may not be eligible for resolution

Shipping Protection

With Shipping Protection:

  • Covers lost, stolen, or damaged items during transit
  • Eligible for a full refund or replacement automatically if any of the above occur
  • Damage examples include thumbhole misalignment, holes in seams, loose threads, colour fading after washing, stains, or pilling on the inner lining

Without Shipping Protection:

  • Lost, stolen, or damaged items are not automatically eligible for replacement or a full refund
  • In cases of minor or accidental damage, goodwill options such as partial refunds or store credit may be considered at Timeloop Visionz's discretion

Lost or Stolen Packages

  • Once a package is marked as delivered by the carrier it becomes the customer's responsibility
  • We recommend having packages delivered to a secure location or requesting signature confirmation
  • For packages showing as delivered but not received:Check with neighbours or family members. Contact your local carrier with your tracking information

Address Errors

  • If you entered an incorrect shipping address, contact us immediately at support@dentiproject.com — changes must be requested within 2 hours of placing your order
  • Address changes requested before shipping can typically be accommodated
  • We cannot modify shipping addresses after an order has shipped
  • We are not responsible for packages delivered to an incorrect address provided at checkout
  • If a package is returned to us due to an incorrect address, reshipment costs are the customer's responsibility

International Returns

  • Any duties, taxes, or customs fees paid on your original order are non-refundable
  • Return shipments may incur additional customs charges which are the customer's responsibility

Contact Information

For any questions about your return or exchange, email support@dentiproject.com and include your order number in the subject line. Allow 1–2 business days for a response.

Start Your Return or Exchange →

Project Denti reserves the right to amend this policy at any time without prior notice. All returns are subject to the policy in effect at the time of purchase.