Refund Policy

We want every order to go smoothly. At the same time, most of our products are produced specifically for your order once it is confirmed, so refund and return rights are different from off-the-shelf retail. In short:

• Orders can be cancelled with a refund of your deposit only before production begins, as described in Section 2.
• Once production has started, custom and made-to-order goods cannot be cancelled or returned for change of mind.
• If goods arrive defective, short-shipped, damaged, or materially different from the confirmed specification, you are entitled to a remedy under Section 5, provided you report the issue in time and with the required evidence.
• Because we do not operate an online checkout, refunds are handled individually against the quotation, proforma invoice, and payment you made.

You may cancel a confirmed order before production starts by sending us a written cancellation request at [email protected]. If the request reaches us before production has started, we will refund your deposit, less any bank or transfer charges already incurred and any costs we have already paid to third parties for your order, such as special materials, custom tooling, or printed packaging, which we will document for you on request.

An order is considered in production once raw materials have been purchased or allocated for it, a work order has been released, materials have been cut, or fabrication or packaging has begun. From that point, Section 3 applies. If you are unsure of your order’s status, contact us before cancelling and we will confirm it in writing.

The table below summarizes how cancellations are generally treated. Terms stated on an individual quotation, proforma invoice, or signed contract take precedence over this general summary.

* Subject to the deductions described in Section 2. Regardless of order type, goods that arrive defective, short-shipped, damaged, or materially different from the confirmed specification remain eligible for a remedy under Section 5.

Returns of standard, non-customized stock items are not automatic. If you want to return goods for reasons other than a defect or shipment error, contact us within 14 days of receipt and we will consider the request case by case. Any approved return must be agreed in writing before shipment and the goods must be:

• Unused, unassembled, and in original, undamaged packaging.
• Free of damage not caused by us or the carrier.
• Accompanied by your order number and proof of purchase.

Approved returns may carry a restocking fee of up to 15% of the value of the returned goods to cover inspection, repackaging, and handling. You bear return freight, duties, and taxes unless the return is due to our error or a confirmed defect. Goods returned without our prior written approval will not be accepted.

We take quality and shipment accuracy seriously. Please inspect goods promptly on receipt. To protect your claim:

1. Inspect on arrival. Check quantity, packaging, and visible condition against the packing list and your confirmed order as soon as the goods arrive.
2. Report within 15 days. Notify us in writing within 15 days of the goods arriving at the destination port or your warehouse (whichever is earlier). For shortages or visible transit damage, report within 7 days of arrival wherever possible, so that carrier or insurance claims can be made in time.
3. Send clear evidence. Include your order number, the affected product and quantity, clear photos or a video showing the issue, photos of the outer packaging and labels, and, for transit damage, any carrier survey or delivery receipt notes.
4. Keep the goods. Retain the affected goods and original packaging until the claim is resolved, as we or the carrier may need to inspect them.

Our team will review each claim with our quality control department. Where a defect or shipment error is confirmed to be our responsibility, we will, at our discretion and depending on the nature of the issue, provide one of the following:

• Replacement or repair parts, sent with your next shipment or separately.
• Replacement of the affected goods.
• A credit against a future order or a partial or full refund of the affected goods.

The following are generally not eligible for a refund or replacement:

• Custom, OEM, ODM, or made-to-order goods once production has started, except for a confirmed defect or shipment error.
• Change-of-mind requests received after production has started.
• Goods that have been assembled, installed, altered, or used beyond initial inspection, unless the defect could not have been detected before assembly.
• Damage caused by improper installation, unsuitable foundations or site conditions, misuse, lack of maintenance, or extreme weather.
• Normal variation in color or finish between production batches, or between a screen image or sample and the final goods, within reasonable tolerance.
• Claims reported after the time limits in Section 5, or without the required evidence.
• Deposits on orders cancelled by the buyer after production has started.

To cancel an order or submit a claim, email [email protected] with your order number, a short description of the issue, the affected quantity, and the evidence described in Section 5. Our team will acknowledge your request within one business day, tell you what further information is needed, and confirm how the request will be handled under this policy.

Approved refunds are made to the original payment method or account used for the payment, unless we agree otherwise in writing. Refunds are made in the same currency as the original payment, less the deductions permitted by this policy. Once approved, please allow:

Deposit refunds

Typically issued within 7 to 15 business days of written approval, depending on bank transfer processing.

Approved returns

Issued within 15 business days of the returned goods being received and passing inspection at our facility.

Quality and transit claims

Timeframe depends on investigation and, where relevant, carrier or insurer resolution. We will keep you updated.

Your bank or intermediary banks may take additional time to post funds, and may deduct their own fees.

If you would like to change the quantity, dimensions, materials, color, logo, packaging, or other specification of a confirmed order, contact us as soon as possible. Changes requested before production begins can usually be accommodated with an updated quotation and, where necessary, a revised delivery time. Changes requested after production has started may not be possible, or may be treated as a new order, with the original order subject to Section 2 and Section 3.

Our team is ready to help with any cancellation, quality claim, or shipment issue.