Your purchase is very important to us and we will always act in a professional and decent manner in fulfilling and delivering the product you order from us.
Please take care when placing orders however as because we custom make products you may order from us there may be no way for us to feasibly allow you to cancel your order or subsequently for you to return an unwanted product for a refund.
Our order cancellation and refund commitment
If we determine that we can’t deliver a product to the requested order specification (within reasonable machine tolerances), or we can’t produce the product in the timeframe we have specified, or there is a need for us to vary the price due to unforeseen circumstances, we will contact you to cancel your order and arrange a full payment refund as applicable.
If we receive a request to cancel your order (in writing via email or otherwise) prior to both stock procurement and production commencing on your order, we will cancel your order and arrange a full payment refund as applicable.
When orders are cancelled deposits and or payments will be returned in a timely manner via the same method the payments were provided to us. (i.e credit cards will be refunded back to the same credit card, cash for cash payments and paypal or electronic funds transfer where this method has been used.
General orders and payments
Orders will not proceed without payment and refunds do not apply where payments have not been taken.
Exchange and refund of products
Products which are made to order cannot be returned for refund or replacement if you change your mind.
If we have made a generic product to fulfil your order, (this is a type of product that we could sell to someone else) and we have another order for that product at the time when you contact us; a refund will be permitted if you returns the product soon enough to allow us to reallocate the product to the other order without delay. In this circumstance a refund for postage and shipping costs will not be permitted, and the product must be current, and in a new and saleable condition for us to refund the cost of the product.
If a product has a significant defect or problem we will replace or repair the product where it is appropriate to do so.
If we have supplied the wrong product we will exchange this for the correct product at our cost in a reasonable timeframe.
Please Note: This policy may be subject to change as is determined necessary.
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