Refund Policy

enCore stands behind our night guards and offer a 100% SATISFACTION GUARANTEE towards the fit of your guard. We will work with you to adjust your guard to your specifications.

Each request for a replacement guard, material exchange, guard adjustment, and/or additional impression kit and will be reviewed independently by enCore and the appropriate solution will be determined at the discretion of enCore.

enCore reserves the right to reject or cancel any order for any or no reason. 

Please note that enCore does not sell to or support international orders. We also do not support purchases made from 3rd party websites/vendors such as eBay. There are no authorized re-resellers for our product and/or service. All purchases must be made through approved channels by enCore Guards.

Refund Policy: 

All completed night guards have a 30 days refund policy starting on the date the finished guard is delivered. If for any reason you are not completely satisfied with the fit your night guard, you can ask for a full refund of your night guard, excluding shipping and impression kit cost. Refunds will be issued upon us receiving your night guard. 

For issues occurring after 30 days of receipt of completed night guard, enCore reserves the right to charge either or both upon receipt of the original guard:
1. An impression kit fee of $15 plus S&H in the event that a new impression is deemed necessary for a remake.
2. Remake fee not to exceed original purchase amount.

Our rush service fee is non-refundable but will be honored for any remake needed.

Payments received for expedited shipping services cannot be refunded. enCore is not responsible for any shipping delays or items damaged during shipping.

Any returned guard that has been evaluated and deemed damaged due to abuse or malicious intent will not be refunded.

enCore is not responsible for a guard that no longer fits if dental work was performed after the manufacture date of the guard. As we cannot anticipate future dental work, we cannot provide a refund for the guard.

enCore will only process refunds back to the original payment method. After your refund has been processed, a credit will automatically be applied to your original method of payment. This usually takes 1-3 business days to record. 

Late or missing refunds (if applicable): 
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@encoreguards.com.

Replacement Policy:

For night guard fractures or cracks after 30 days of receipt of your completed guard, enCore reserves the right to provide as a solution upon receipt of the original guard:
1. Remake of your guard free of charge with a suitable alternative*. enCore's warranty includes one (1) replacement guard of equivalent price if notified within the warranty period.       
   a. 1 year warranty - hard guards (2mm, 3mm), dual layer guards
   b. 6 month warranty - soft guards, day time guards/essix retainers (1mm)

enCore stores all customer impressions for 9 months as a free service. If a replacement guard is required outside of the 9 months and we no longer have your impression, a $15 impression kit fee is required for the replacement guard. 

*enCore does not provide a warranty for any replacement guards.

2. Partial refunds (50%) of your order can be issued at the discretion of enCore if the fracture/crack is not due to a manufacturer error (ie: the wrong guard material was selected based on severity of the customer's bruxism).

To request a replacement guard, please contact us directly with your order number and a photo of the guard. The original guard(s) must be returned to enCore for evaluation prior to remake authorization and the customer is responsible for return postage. It is recommended that you use a shipping service with a tracking number to ensure delivery. enCore is not responsible for any returned guards that are lost in the mail.

enCore's replacement policy does not cover damaged caused by factors outside of normal bruxism (including but not limited to damage caused by pets, sunlight, hot water, and/or cleaning solutions)

Adjustments:

enCore's commitment to customer satisfaction includes covering all fees associated with adjustments made to the guard, including shipping and handling. The appropriate adjustment is determined after careful review of each guard by enCore's quality control team. When deemed necessary, enCore will also provide a new impression kit if required. Adjustments and impression kits are provided at the sole discretion of enCore. For issues that do not have an approved replacement impression kit, customers will be required to cover the cost of an impression kit and any associated adjustment/labor fee.

Exchanges:

Due to the custom nature of each guard, enCore does not allow for material exchanges once a guard has been made. Please review the guard options carefully and make the appropriate selection for your bruxism needs. 

Sales for colored guards cannot be returned or exchanged for another color. 

Exchanges between an upper and lower guard are not allowed.

If there is an issue with the fit and a replacement guard is deemed necessary by enCore staff, the replacement guard will be made with the same material unless the material exchange is approved by enCore.

Order Cancellations:

Orders that are cancelled by the customer any time after an impression kit has been shipped will be issued a full refund minus up to $25 per night guard order to cover the cost of the impression kit and shipping fees regardless of whether or not the impression kit was used. enCore bundles count as one order.

Impression Kits:

Impression kits that have not been used within 60 days of receipt may need to be replaced. A new kit will be subject to a $20 fee to cover the cost of the kit and shipping. A refund is also available at this time, for the purchase price minus the cost of the impression kit and shipping.

To keep our overall price as low as possible, enCore also reserves the right to charge up to $20 for any additional impression kits needed, including impressions returned to us without prior email approval. Our general guard design policy does not cover 3rd molars (wisdom teeth). While we can do so on request, the 3rd molars must be clearly impressed and the request submitted prior to night guard fabrication. For new impressions required due to a 3rd molar issue, a fee will be assessed as this is outside our standard practice.

Any impression returned to enCore without a complete and/or legible order return form will not be processed into production as we will not be able to match the impression with the order. While we will make our best efforts to identify the impression/order and/or to notify the customer, enCore does not guarantee our ability to do so. In events like this, enCore reserves the right to either charge $15 for an additional impression kit if required or deduct the cost of the impression kit if a refund is requested.

Shipping:
To return your product, you should mail your item to: 1520 Brookhollow Dr #38, Santa Ana, California US 92705

You will be responsible for paying for your own shipping costs for returning an item. If additional shipping services have been purchased through enCore, the shipping costs are non-refundable. If you receive a refund, enCore reserves the right to deduct any additional shipping costs incurred by enCore from the refunded amount. 

Depending on where you live, the time it may take for your exchanged product to reach you may vary.