Refund policy

Last updated: August 16, 2026

This Returns, Refunds & Cancellations Policy applies to purchases made from Metals Custom through metalsignus.com.

1. Made-to-Order and Personalized Products

Our products are made to order, and many products are personalized according to the information submitted by the customer.

Because production begins specifically for each order, we do not accept returns, exchanges, or refunds for:

  • A change of mind

  • Ordering the wrong size, color, style, lighting option, or quantity

  • Spelling, names, dates, addresses, images, or other personalization information entered incorrectly by the customer

  • Minor color differences caused by different screen settings

  • Products that have been installed, altered, misused, or damaged after delivery

This does not affect your rights where a product arrives damaged, defective, incorrect, or incomplete.

2. Eligible Claims

Please contact us if your order:

  • Arrives damaged or broken

  • Has a manufacturing defect

  • Is different from the product or personalization details confirmed in your order

  • Is missing an item or component

Eligible claims must be submitted within 14 calendar days after delivery, based on the carrier’s delivery record.

3. How to Submit a Claim

Email us at support@metalsignus.com and include:

  • Your order number

  • Your full name and email address used for the order

  • A clear description of the problem

  • Clear photographs of the product

  • Photographs of the packaging, shipping label, and damaged area, where applicable

Please send photographs as email attachments. Do not use the contact form to submit photographs unless the form specifically supports file uploads.

We may request additional photographs or information when reasonably necessary to evaluate the claim.

4. Return Authorization

Do not return any product before contacting us and receiving written return authorization.

If a physical return is required, we will email you:

  • Return instructions

  • The authorized return address

  • A prepaid return shipping label

The return address may differ depending on the product and fulfillment location. Products sent to an unauthorized address may not be received or processed.

In some cases, a physical return may not be necessary. Please follow the instructions provided by our customer service team.

5. Return Shipping Costs

For an approved claim involving a damaged, defective, or incorrect product, Metals Custom will cover the authorized return shipping cost by providing a prepaid return label.

Customers will not be charged a return shipping fee or restocking fee for an approved eligible claim.

We are not responsible for postage or other costs incurred when a product is returned without prior written authorization.

6. Exchanges and Replacements

Exchanges and replacements are accepted only for approved claims involving products that arrive damaged, defective, incorrect, or incomplete.

We do not accept exchanges for a change of mind, customer ordering errors, incorrect size or color selections, or incorrect personalization information submitted by the customer.

For an approved eligible claim, the customer may choose:

  • A replacement of the damaged, defective, or incorrect product; or

  • A refund to the original payment method.

Missing components may be replaced separately when appropriate.

Approved replacements will be produced and shipped at no additional charge. If a replacement is unavailable, we will issue a refund to the original payment method.

7. Refunds

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

If a returned product is required, the refund will be processed after the authorized return has been received and inspected.

Your bank, card issuer, or payment provider may require additional time to post the refund to your account. If more than 15 business days have passed since we confirmed your refund, please contact us.

Approved refunds for products damaged, defective, incorrect, incomplete, or confirmed lost in transit will include the amount paid for the affected product and any applicable standard shipping charge associated with that product.

8. Order Cancellations and Changes

Please contact us within 2 hours after placing your order if you need to request a cancellation or modification.

Orders may enter production within two hours of being placed. A cancellation or modification is only possible if production has not started. We will confirm by email whether the request has been accepted.

Once production has started, the order cannot be cancelled or modified because it has been made specifically for the customer.

No cancellation fee will be charged for a cancellation successfully completed before production begins.

9. Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

If you notice an address error, contact us within two hours after placing the order. We cannot guarantee that an address can be changed after production or shipment has begun.

If an order cannot be delivered because the customer supplied an incorrect or incomplete address, the customer may be responsible for any reshipping or replacement cost. If the address error was caused by us, we will correct the issue at no additional charge.

10. Lost or Undelivered Orders

If your order has not arrived by the end of the estimated delivery period, please contact us at support@metalsignus.com.

We will review the tracking information and contact the carrier when necessary. If the carrier confirms that the shipment was lost in transit, we will offer a replacement or refund.

11. Consumer Rights

Nothing in this policy limits any mandatory consumer rights that apply under the laws of the customer’s location.

12. Contact Us

For cancellation, return, replacement, or refund assistance, contact:

Metals Custom
Website: https://metalsignus.com
Email: support@metalsignus.com