# Return and Refund Policy
Thank you for purchasing from our company. We are committed to supplying high-quality metal fencing, wire mesh, guardrail, and related metal products. Due to the nature of our products, including standard stock items, custom sizes, custom drawings, surface treatments, and bulk orders, please read this Return and Refund Policy carefully before placing an order.
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## 1. No Return Without Reason
We do not accept returns or refunds without a valid reason.
Orders cannot be cancelled, returned, or refunded simply due to changes in the customer’s purchasing plan, project schedule, design preference, or other personal or business reasons.
For customized products, including but not limited to custom sizes, custom drawings, special colors, surface treatments, cutting, welding, bending, or other special processing, returns and refunds are not accepted once production has started or the products have been completed.
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## 2. Returnable Situations
Returns, replacements, or partial refunds may only be considered under the following circumstances:
1. The product has a confirmed quality defect caused by our production or manufacturing process.
2. The product received is different from the confirmed order, invoice, proforma invoice, drawing, or agreed specifications.
We reserve the right to inspect and verify all claims before approving any return, replacement, or refund.
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## 3. Claim Period
Customers must inspect the goods immediately after receiving them.
Any claim regarding quality issues or incorrect products must be submitted within **7 days** after receipt of the goods.
Claims submitted after 7 days may not be accepted.
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## 4. Evidence Required for Claims
To process a claim, customers must provide sufficient evidence, including but not limited to:
1. Order number, invoice number, or contract number;
2. Clear photos and/or videos showing the problem;
3. Photos of the outer packaging, labels, marks, and shipping documents;
4. Photos or videos showing product quantity, specifications, dimensions, or defective areas;
5. Logistics tracking number or bill of lading information, if applicable.
If the customer fails to provide sufficient evidence, we may not be able to process the claim.
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## 5. Non-Returnable Products
The following products are not eligible for return or refund:
1. Products that have been installed, used, assembled, cut, welded, painted, coated, modified, or processed by the customer or a third party;
2. Customized products, including custom sizes, custom drawings, special materials, special colors, surface treatments, or project-specific specifications;
3. Products with issues caused by improper installation, misuse, incorrect storage, improper handling, natural wear, corrosion caused by an unsuitable environment, or third-party damage;
4. Products for which the claim is submitted after the allowed claim period;
5. Products returned without our prior written approval.
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## 6. Solutions We May Offer
After verifying the issue, we may offer one of the following solutions at our discretion:
1. Replacement of the defective or incorrect products;
2. Partial refund based on the actual issue and affected quantity;
3. Other reasonable solutions agreed upon by both parties.
Full refunds are generally not provided unless the issue is serious, confirmed by us, and cannot be reasonably solved by replacement or partial refund.
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## 7. Return Shipping Cost
If the issue is confirmed to be caused by our production error, quality defect, or incorrect shipment, we will bear the reasonable return shipping cost or replacement shipping cost.
If the issue is caused by the customer, including but not limited to wrong order information, incorrect drawings, incorrect measurements, change of mind, improper use, improper installation, or other customer-related reasons, all return shipping costs, customs duties, taxes, handling fees, and related charges shall be borne by the customer.
No returned goods will be accepted without our prior written authorization.
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## 8. Refund Processing Time
If a refund is approved, it will be processed within **7–10 business days** after we confirm the claim and, where applicable, receive and inspect the returned goods.
The refund will generally be made to the original payment method unless otherwise agreed in writing.
Please note that bank processing time, international transfer time, transaction fees, exchange rate differences, and payment platform delays are beyond our control.
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## 9. Inspection Before Shipment
Before shipment, we may conduct product inspection according to the agreed order requirements.
Customers may also request photos, videos, inspection reports, or third-party inspection before shipment, subject to agreement.
Once the goods are shipped, it shall be deemed that the products have been delivered according to the confirmed order unless the customer provides valid evidence proving otherwise.
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## 10. Important Notes
Customers are responsible for confirming all order details before production, including product model, size, material, wire diameter, mesh opening, height, length, color, surface treatment, drawings, packaging requirements, and delivery information.
Once the order is confirmed and production starts, changes may not be accepted or may result in additional costs and extended delivery time.
This Return and Refund Policy applies to all products purchased from our website unless otherwise agreed in writing.
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## 11. Contact Us
If you have any questions about returns, replacements, or refunds, please contact us before returning any product.
**Email:** [Your Email Address]
**Phone/WhatsApp:** [Your Phone Number]
**Company Name:** [Your Company Name]
**Address:** [Your Company Address]