Returns & Refund Policy

Returns & Refund Policy

Returns & Refund Policy

Because our products are custom-made to your artwork and specifications, returns are handled differently from retail goods. Last updated: October 2026.

1. Custom-made products

Metal nameplates, badges, and decals are manufactured to your bespoke designs, text, dimensions, and finishes. As a result, we do not accept returns or provide refunds for change of mind, ordering errors, or products made correctly from artwork you approved.

2. Defective or non-conforming goods

If you receive goods that are defective, damaged, or do not match the approved artwork/PI through our error, contact us within 7 calendar days of delivery with:

your order/PI number and the tracking number;
clear photos or a short video of the issue; and
the affected quantity and description.

After we verify the issue, we will, at our discretion, remake the affected items, send replacements, or issue a refund or partial credit for the affected goods. Confirmed quality issues are corrected at our cost, including reasonable return shipping.

3. Our manufacturing error

If the goods deviate from the approved artwork, dimensions, or PI due to a manufacturing error, we will remake the correct parts as a priority at no cost to you.

4. Situations not covered

Design, spelling, or content errors present in the artwork you approved;
Normal wear and tear, improper installation, misuse, or exposure beyond the stated material grade;
Minor color, texture, or material batch differences within normal industry tolerance, and colors displayed on screen;
Goods modified or processed by the Buyer after delivery; and
Transit damage not reported within the inspection window.

5. Cancelling or changing an order

Before production begins, you may cancel or change an order; a design, sample, or preparation fee may apply.
Once materials have been cut or production has started, the order is non-cancellable and the deposit is non-refundable, because the goods are made specifically for you.
Changes after artwork approval may delay the order and add costs, which we will confirm before proceeding.

6. Refunds

Approved refunds are returned to the original paying account, generally within 7–14 working days after the goods are received back or the issue is confirmed. Bank and third-party transfer fees may be deducted from the refund where the return is not due to our error. Deposits for custom goods already in production are not refundable.

7. Restocking (exceptional cases)

On the rare occasion that a return of non-custom or excess standard goods is agreed, a restocking fee and the return freight may apply. This will be agreed in writing before any return is shipped.

8. How to request a return

Please do not ship anything back without authorization. Email sales@custmetalplate.com or message WhatsApp +86 134-2864-6865 with the details above, and we will provide return instructions and a resolution.

9. Your rights

Nothing in this policy excludes any rights you have under the mandatory consumer or commercial laws of your country. In the event of a conflict, those mandatory rights apply.

Questions about these policies?

If you have any questions about your order, our data practices, or these policies, contact our team — we reply to every genuine business inquiry, usually within one business day.