Returns & Exchanges
Since most of our items are custom-made, if you wish to cancel your order for free of charge, you have to email us within 2 (two) business days of the date of the purchase, and cancel your order. If you choose to cancel your order after 2 (two) business days, you will be charged 10% (ten per cent) of the total purchase price to cover costs incurred on your behalf. If you choose to cancel your order after the item has been shipped but not more than 30 (thirty) days, you will be responsible for the shipping charges in the amount of $500 (five hundred dollars) plus 10% (ten per cent) of the total invoice to cover costs incurred on your behalf.
When you need to return any purchased item, you have to provide the proof of purchase and obtain a Return Merchandise Authorization (RMA) number.
A valid return should be based on one of the following conditions and as per the requirements listed below:
- All returns require Return Merchandise Authorization (RMA).
- After obtaining an RMA, you have to ensure that your return is adequately packed for shipping and insured
- Clearly and legibly indicate the provided RMA number on the package. Returns without an RMA cannot be accepted, consequently will not be accepted.
- We must receive your return within 30 (thirty) calendar days of purchase.
- Merchandise must be in original, salable condition without cosmetic damage, or any other damage.
- Original shipping and handling charges are not refundable.
- Customer is responsible for the safe return if the package including the shipping and the related insurance.
To Request an RMA:
Provide your name and contact information, the order number, the date of purchase, the product plate information (indicating model name, serial number, configuration ID), any photos or other media files if your reason for the return is any kind of damage.
- Use the Support Request Form online as the quickest way to obtain an RMA (fastest way - no waiting on hold).
In the case you experience any difficulty in using the form, contact us via email at firstname.lastname@example.org with the above listed information. Alternatively, call our Customer Service at (800) 265-9182 between 8 am and 5 pm EST, from Monday to Friday.
You are responsible for safe return shipping. After obtaining an RMA, please make sure that your return is adequately packed and insured. Clearly note the provided RMA number on the package. Returns without an RMA cannot and will not be accepted.
Last updated in February 2021