Refund policy

Return & Refund Policy

MedSense Labs, LLC d/b/a Brux Aware Last Updated: July 13, 2026

This Return & Refund Policy is part of, and is incorporated by reference into, the Brux Aware Terms of Service. It is offered by MedSense Labs, LLC, doing business as Brux Aware (“Brux Aware,” “MedSense Labs,” “we,” “us,” or “our”). Capitalized terms have the meanings given in the Terms of Service. Nothing in this Policy limits or waives any right or remedy that cannot be waived under applicable consumer-protection law, and where such law gives you greater rights, that law controls. This Policy is separate from, and in addition to, the Limited Warranty, which covers defects in materials and workmanship.

30-Day Comfort & Satisfaction Guarantee

We want you to feel confident trying Brux Aware.

Because Brux Aware contains advanced sensing technology, it is different from a traditional night guard or clear aligner. Its built-in sensors and electronics make it slightly larger than products such as clear aligners, so it is normal for the Device to feel unfamiliar at first. Most people adapt within approximately 7 to 10 days. To help you get comfortable, we recommend gradually increasing your wear time using the 10-Day Adaptation Program below.

Our guarantee. If you give Brux Aware a genuine opportunity to become comfortable and decide it is not the right fit, you may request a return within 30 days of delivery for a refund of the purchase price, subject to the requirements below. Because Brux Aware is custom-fitted to your mouth, normal signs of use — including a Device that has been molded and worn — will not, by themselves, disqualify an otherwise eligible return.

Safety first. Do not continue using Brux Aware if it causes significant pain, injury, an allergic reaction, or another health concern. Stop use, contact Customer Support, and consult an appropriate healthcare or dental professional when needed. Brux Aware is a general wellness product and is not intended to diagnose, treat, cure, mitigate, or prevent any disease or medical condition.

10-Day Adaptation Program

Everyone adapts at a different pace. This schedule is designed to help you gradually become comfortable with Brux Aware. It is a comfort-adaptation guide only, not medical or dental advice.

  • Days 1–2. Wear Brux Aware for 15 to 30 minutes at a time. Focus on becoming familiar with the size and feel of the Device while sitting, reading, watching television, or relaxing.
  • Days 3–4. Increase wear time to about 30 to 60 minutes. Practice speaking while wearing the Device during calm, low-activity periods.
  • Days 5–6. Increase wear time to about 1 to 2 hours. For daytime clenching, begin incorporating Brux Aware into your normal daily routine. Remove the Device before eating or drinking.
  • Days 7–8. Extend wear time as comfort allows. For nighttime use, begin wearing Brux Aware for a longer portion of your sleep period, increasing gradually rather than forcing a full session.
  • Days 9–10. Transition toward your normal daytime or nighttime routine, adjusting wear time based on comfort. By this point, many users find that Brux Aware feels significantly more natural.

Return Eligibility

To qualify for a return under the 30-Day Comfort & Satisfaction Guarantee:

  • Your return request must be submitted within 30 days after the Product is delivered;
  • The Product must have been purchased directly from MedSense Labs, LLC (including www.bruxaware.com) or an authorized seller we designate;
  • You must contact Customer Support before shipping the Product back and obtain return instructions;
  • The Product must be cleaned according to the provided cleaning instructions before shipment;
  • The return must include the Brux Aware Device, charging equipment, and other included accessories; and
  • The Product must not have been intentionally damaged, materially altered, modified, or misused.

Normal signs of use associated with fitting, wearing, and evaluating Brux Aware will not, by themselves, make the Product ineligible. All returned Products are subject to inspection before a refund is approved.

Purchases made through a third-party retailer or marketplace (including any App Store or Google Play purchases, or authorized resellers) are subject to that seller’s or platform’s return policies; contact them directly.

How to Request a Return

Contact Customer Support at hello@bruxaware.com before sending your Product back, and include, when available:

  • your name and contact information;
  • your order number or proof of purchase;
  • the date of purchase or delivery; and
  • a brief description of the reason for the return.

After reviewing your request, we will provide return instructions and, when applicable, a Return Merchandise Authorization (RMA). Products returned without prior authorization, or sent to an incorrect address, may be delayed or refused.

Return Shipping

You are responsible for return shipping costs for returns made under the 30-Day Comfort & Satisfaction Guarantee. We will generally cover reasonable return shipping costs when: (a) we shipped the wrong Product; (b) the Product arrived damaged during shipment; or (c) the return is approved as a valid Limited Warranty claim.

Original shipping and handling charges, including expedited shipping charges, are non-refundable unless required by law or unless the return resulted from our error. We recommend a trackable shipping method; you remain responsible for the returned Product until we receive it.

Refunds

After the returned Product is received and inspected, approved refunds will generally be issued to the original payment method. Refunds typically include the purchase price paid for the eligible Product; original shipping, expedited shipping, and return shipping costs are not refundable unless otherwise required by law.

After a refund is initiated, the time for funds to appear depends on your financial institution or payment provider. Refunds involving promotional discounts, bundles, complimentary products, VIP benefits, or other offers may be adjusted to account for items or benefits you retain, as permitted by law and the applicable promotion terms.

We aim to inspect returns and issue approved refunds within a reasonable time (and within any period required by applicable law) after we receive the returned Product.

Damaged, Defective, or Incorrect Products

If your Product arrives damaged, appears defective, or is different from what you ordered, contact Customer Support as soon as reasonably possible. We may request photographs, video, proof of purchase, or other reasonable information to evaluate the issue. Depending on the circumstances, we may repair or replace the Product, ship the correct Product, issue a refund, or provide another appropriate remedy. This does not limit your rights under the Limited Warranty or applicable law.

Order Cancellations

You may request cancellation by contacting Customer Support as soon as possible after placing your order. We cannot guarantee cancellation once an order has entered fulfillment or been transferred to a carrier. If the order has already shipped, you may request a return after delivery under this Policy.

Pre-Orders, Reservations, and VIP Deposits

Pre-orders and reservations are subject to the specific terms disclosed when offered and to the Terms of Service. Estimated ship or availability dates for pre-ordered Products are estimates only and are not guaranteed. If we are unable to ship a pre-ordered Product within the time we stated (or within 30 days if no time was stated), we will notify you and offer you the choice to consent to a delay or to cancel for a full refund of amounts paid, consistent with the FTC Mail, Internet, or Telephone Order Merchandise Rule.

Unless the applicable promotion states otherwise, VIP reservation deposits are separate from payment for the Product and are non-refundable after the reservation is confirmed, except where required by law. If we cancel the reservation program or cannot provide the associated reservation benefits, we may issue a refund or provide another appropriate remedy.

Subscriptions and Digital Services

Digital services, software features, subscriptions, and in-app purchases may be governed by separate terms disclosed at purchase and by the Terms of Service. Unless otherwise required by law or expressly stated by us: fees for digital services already provided, and subscription fees for a billing period already begun, are non-refundable; canceling a subscription prevents future charges but does not, by itself, refund the current period; and deleting the Mobile App or closing an account does not automatically cancel a subscription. Subscriptions billed through a third-party platform (such as the App Store or Google Play) are administered by that platform, and refund or cancellation requests for those purchases must be made through the platform.

If a physical Product is returned for a refund, any subscription, promotional benefit, bundled digital feature, or complimentary service included solely as part of that purchase may also terminate, unless otherwise required by law or stated by us.

Personal-Use Product Notice

Brux Aware is a custom-fit, personal-use Product. For health, safety, and privacy reasons, returned Devices cannot be resold and may be discarded, recycled, or otherwise handled in accordance with our safety, privacy, and product-handling procedures.

Chargebacks

We encourage you to contact us first — most issues are resolved faster through Customer Support than through a payment dispute. If you initiate a chargeback, we may provide the payment provider with order, shipping, delivery, communication, and return records to respond, subject to law and our Privacy Policy. Nothing here limits your right to dispute unauthorized, fraudulent, or billing-error charges under applicable law, and we will not pursue duplicate recovery where a refund has been or is being processed.

Your Consumer Rights

Nothing in this Policy limits any rights that cannot legally be waived under applicable consumer-protection or warranty laws, including, for California residents, the Song-Beverly Consumer Warranty Act and the Consumers Legal Remedies Act. Where those laws provide greater rights or remedies, they control.

Changes to This Policy

We may update this Policy from time to time. Changes become effective when posted (unless a later date is stated or the law requires otherwise) and apply prospectively. Returns and refunds are generally evaluated under the version in effect when the Product was purchased, unless a newer version gives you greater rights or the law requires otherwise.

Need Help?

MedSense Labs, LLC d/b/a Brux Aware — Customer Support Email: hello@bruxaware.com Mailing address: 2 N. Lake Ave., Suite 520, Pasadena, CA 91101 Website: www.bruxaware.com

To help us assist you quickly, please include your order number, the name used for the purchase, the email associated with the order, the purchase date, a description of the issue, and any relevant photos.