Terms of service

CITRINE — TERMS AND CONDITIONS OF SALE & SERVICE

NOTICE: READ BEFORE PURCHASING. THIS IS A LEGALLY BINDING AGREEMENT.

By booking an appointment, initiating an order, remitting payment, or completing the checkout process, you (the "Client") expressly agree to be bound by these Terms of Service. In-person appointments require a signed consent form affirming these terms. These Terms supersede all prior verbal communications, informal agreements, or representations.

1. DEFINITIONS

  • "Citrine" / "The Company" / "We" / "Us" – Refers to Citrine Design.co, its directors, officers, employees, subcontractors, and subsidiaries.

  • "Client" / "Customer" / "You" – The individual purchasing or receiving custom-manufactured goods or services.

  • "Product" / "Piece" – Any custom grill, jewellery item, or professional service rendered by Citrine.

  • "Deposit" – Any funds remitted prior to or during the impression/moulding phase.

  • "Mould" / "Impression" – The dental impression acquired for the purpose of fabricating custom-fit products.

  • "Design Orientation" – The final artistic, structural, and aesthetic determinations made by Citrine during the production cycle.

2. FINANCIAL POLICY & CANCELLATIONS

2.1 Non-Refundable Deposit Policy All payments—including booking fees, deposits, partial payments, and full prepayments—are strictly non-refundable. Upon receipt, these funds are immediately allocated to non-recoverable operational costs, including but not limited to:

  • Procurement of precious metals and raw materials.

  • CAD modeling, design labor, and laboratory overhead.

  • Artisan craftsmanship and studio reservation.

  • Exclusive allocation of appointment slots.

2.2 Bespoke Manufacturing (Final Sale) All Citrine Products are custom-manufactured to the Client’s unique dental anatomy. Consequently:

  • All sales are final upon the taking of a Mould.

  • No refunds, cancellations, or exchanges are permitted.

  • The Client waives all rights to initiate credit card chargebacks for custom-ordered goods.

2.3 Appointment Protocol

  • Rescheduling: Requires a minimum of 24 hours’ notice.

  • Forfeiture: Cancellations or missed appointments (no-shows) result in the immediate forfeiture of all monies paid.

2.4 Final Settlement & Collection Orders must be paid in full prior to dispatch or collection. Citrine reserves a possessory lien over the Product until the balance is cleared. Orders remaining unclaimed or unpaid for sixty (60) days may be disposed of or liquidated at the Company’s discretion.

3. PRODUCTION TIMEFRAMES

3.1 Estimated Delivery

  • Standard Products: 14–28 days.

  • Complex/Premium Designs: 14 weeks or greater. These timeframes are estimates only and do not constitute a guarantee of delivery by a specific date. Delays in production do not entitle the Client to a refund or cancellation. Citrine reserves the right to restart production to meet quality standards without prior notice.

3.2 Force Majeure & External Delays Citrine assumes no liability for delays resulting from material shortages, third-party supplier interruptions, quality control failures, or Acts of God.

4. ARTISTIC DISCRETION & AESTHETIC VARIANCE

As Citrine Products are handcrafted sculptural items, the Client acknowledges the following:

4.1 Creative Prerogative Citrine retains full creative and structural discretion regarding final shape, contouring, stone placement, and symmetry. These decisions are predicated on dental anatomy, structural integrity, and the professional judgment of the artisan.

4.2 Natural Variations Handcrafted items may exhibit minor asymmetry, slight variances in texture or tone, and differences between digital renderings and the final physical form. Such variations are inherent to the craft and do not constitute defects.

4.3 Anatomical Limitations Final designs may be modified from the original concept to ensure safe wearability and structural durability. Citrine’s determinations regarding design adjustments are binding and non-negotiable.

5. FITTING & COMPLETION PROTOCOL

5.1 Phase 1: Adhesive Fitment Clients must first attempt fitment using dental adhesives (e.g., Fixodent) as instructed. If a secure fit is achieved via adhesive, the order is deemed fulfilled and accurate.

5.2 Phase 2: Adaptation Appointment If adhesive fitment is unsuccessful, the Client may request a fitting appointment for minor structural adjustments. Adaptations are limited to what is reasonably achievable for the specific piece.

5.3 Phase 3: Remake Assessment A remake may be considered at the sole discretion of Citrine only if the piece fails to fit the original mould and there is no evidence of dental movement or misuse.

5.4 Timeline Reset The production clock resets to "Day 0" upon any adaptation request, Client-requested change, approved remake, or Client-initiated delay.

5.5 Final Acceptance Once the Client takes possession of the Product and leaves the premises, the fitting agreement is concluded. Citrine is not liable for subsequent damage or changes in fit due to dental movement or wear.

6. REASONABLE COMPLETION CLAUSE

A period of up to six (6) months from the date of the initial Mould is established as a "fair and reasonable" timeframe for the completion of bespoke work. This period resets upon any of the conditions listed in Section 5.4.

7. HEALTH, SAFETY & LIABILITY

  • Disclaimer: Products are sold as fashion accessories only and are not dental devices.

  • Usage: Must not be worn while eating, sleeping, smoking, or exercising.

  • Liability: Citrine assumes no responsibility for dental injury, tooth movement, or health complications arising from use or misuse. The Client uses the Product at their own risk.

8. GOVERNING LAW

This agreement shall be governed by and construed in accordance with the laws of the United Kingdom. Any disputes arising hereunder shall be subject to the exclusive jurisdiction of the UK courts.

9. ACKNOWLEDGMENT OF TERMS

Remittance of payment or attendance of a moulding appointment constitutes an irrevocable acceptance of these Terms. The Client confirms they have read, understood, and agreed to all sections, specifically acknowledging the non-refundable nature of bespoke goods and the Company’s right to artistic discretion.