Because our products are manufactured to order based on your company’s specific requirements and volume, our return policy differs significantly from retail consumer standards. Please review our policies regarding cancellations, defects, and modifications below.
1. Made-to-Order & Custom Sales Are Final
Once a wholesale purchase order (PO) is approved and pushed to our manufacturing queue, the order is considered final.
We generally do not accept returns, exchanges, or refunds for buyer's remorse, overstocking on your end, or slow retail sales.It is the buyer's responsibility to verify all product specifications, dimensions, materials, and quantities prior to finalising the order.
However, for some products, exceptions can be made
2. Order Cancellations & Modifications
Within 24 Hours: You may request modifications or a cancellation within 24 hours of order confirmation without penalty.
After 24 Hours: Once raw materials have been allocated or production has begun, cancellations are generally not permitted. If a cancellation is approved at our discretion, it will be subject to a 15% restocking/materials fee to cover work-in-progress losses.
3. Damaged, Defective, or Incorrect Shipments
We maintain strict quality control standards, but we recognise that issues can occur during manufacturing or freight transit.
Inspection Window: The buyer must inspect all shipments immediately upon delivery. Any claims for shortages, defects, manufacturing errors, or transit damage must be submitted in writing with photo proof within 7 business days of delivery.
Required Documentation: To process a claim, you must provide your Order Number, a detailed description of the issue, and clear photographic evidence of the defect or damage.
Resolution: If we verify that the product is defective or that the wrong item was shipped, we will, at our discretion, either:
- Authorise a priority production run to replace the affected items at no additional cost to you.
- Issue a corporate credit toward your next manufacturing cycle.
4. Authorized Return Process
No physical returns will be accepted at our facility without an approved Return Merchandise Authorization (RMA) number.
Any unauthorised shipments sent to our warehouse or factory will be refused and returned at the buyer's expense.
For approved defect returns, we will provide a freight collect label or arrange for carrier pickup. Items must be packed in their original bulk packaging or secured properly on pallets to prevent further damage during transit.