Refund policy

Last updated: August 28, 2026

Many Metalscustom products are made or personalized after an order is placed. Please check the design, size, color, spelling, personalization details, and shipping information carefully before completing your purchase.

This policy explains how Metalscustom handles order changes, cancellations, product problems, returns, replacements, and refunds for orders placed through https://metalscustom.com.

1. Order Cancellations and Changes

If you need to cancel an order or change the product details, personalization, or shipping address, please email us within 2 hours of placing the order. Include your order number and the change you would like to make.

We will do our best to accommodate your request before production begins. If a cancellation is approved before production starts, you will receive a full refund, and no cancellation fee will apply.

Once production has begun, the order can no longer be cancelled or changed.

2. Custom-Made and Personalized Products

Custom-made and personalized products cannot be returned or refunded because of:

• A change of mind

• An incorrect size, color, or design selected by the customer

• Spelling or personalization errors submitted by the customer

• The product no longer being wanted after production has begun

These limitations do not apply if the product arrives damaged, defective, incorrect, or incomplete.

3. Eligible Order Problems

Please contact us within 14 calendar days of delivery if:

• The product arrived damaged

• The product has a manufacturing defect

• You received the wrong product or design

• The product does not match the confirmed order details

• Parts or items are missing from the order

4. Reporting a Problem

Email support@metalscustom.com and provide:

• Your order number

• A description of the problem

• Clear photos of the product

• Photos of the packaging and shipping label when relevant

Please keep the product and its original packaging until we have reviewed your claim.

5. Replacement or Refund Options

After reviewing the information provided, we will offer an appropriate solution, which may include a replacement or refund. Where both options are available, you may choose your preferred solution.

Approved replacements will be produced and shipped without additional product or standard shipping charges.

6. Returns

Some problems can be resolved using photos and will not require the product to be returned.

If a return is necessary, we will provide return authorization, the correct return address, and a prepaid return label. Please send the product back within 14 calendar days of receiving the return instructions.

Do not return a product without authorization. No restocking fee will be charged for an approved return involving a damaged, defective, incorrect, or incomplete product.

7. Refunds

Once a refund is approved, we will issue it to the original payment method within 10 business days.

If a return is required, the 10-business-day period begins after we receive and inspect the authorized return.

Your bank or payment provider may need additional time to post the refund to your account. If you have not received the refund within 15 business days after we confirm it, please contact support@metalscustom.com.

For an eligible damaged, defective, incorrect, incomplete, or confirmed lost-in-transit product, the refund will include the amount paid for the affected item and any applicable standard shipping charge.

8. Incorrect Shipping Addresses

Customers are responsible for entering a complete and accurate shipping address.

Please contact us within 2 hours if an address needs to be corrected. We cannot guarantee that an address can be changed after the order has entered production or shipping preparation.

If an order is returned because the customer provided an incorrect or incomplete address, additional shipping charges may apply before it is sent again. Orders delivered to the address provided at checkout are not eligible for a free replacement or refund solely because the address was entered incorrectly.

9. Delayed or Lost Packages

Carrier delays may occasionally occur. If your order has not arrived within the estimated delivery period, please contact us so that we can investigate with the shipping carrier.

If the carrier confirms that the package was lost in transit, we will offer a replacement or refund at no additional charge.

10. Consumer Rights

Nothing in this policy limits any rights or remedies available to you under applicable consumer protection laws.

11. Contact Us

For order cancellations, changes, return requests, or refund questions, please contact:

Metalscustom
Email: support@metalscustom.com
Contact page: https://metalscustom.com/pages/contact