Refund policy

Refund & Return Policy

At Steelwave USA, we stand behind the quality of our products. Please review our policy carefully before placing an order.

Customized / Made-to-Order Products (Final Sale)

All customized, personalized, or made-to-order products are FINAL SALE.

This includes, but is not limited to:

Custom sizes or dimensions
Custom colors or finishes
Custom logos, text, or designs
Any product made specifically to customer specifications

Once production begins, returns, refunds, or exchanges are not accepted.

Exceptions (Custom Orders Only):
We will provide a resolution if the item:

Is damaged during delivery
Has a manufacturing defect
Is significantly different from the approved design or order confirmation

Customers must contact us within 48 hours of delivery and provide clear photos or videos for verification.

Standardized (Non-Custom) Products

Exchanges (Damage or Defect Only)

For standardized products, exchanges are available only in the following cases:

Damage during shipping
Manufacturer defects

Conditions:

Must be reported within 48 hours of delivery
Photo or video proof is required
Exchange will be for the same product or an equivalent replacement if the original item is unavailable

Refunds (All Other Issues)

For reasons other than damage or defect (including change of mind or incorrect purchase), customers may choose one of the following options:

100% refund in store credit, or
80% refund to the original payment method

Additional conditions:

Return request must be made within 7 days of delivery
Item must be unused, uninstalled, and in original packaging
Customer is responsible for return shipping costs
Original shipping fees are non-refundable

Refunds or store credit will be issued after the returned item is received and inspected.

Non-Returnable Items

The following items are not eligible for return or refund:

Customized or made-to-order products
Installed, used, or altered items
Clearance or final-sale items

Order Cancellations

Customized orders cannot be canceled once production has started
Standard product orders may be canceled within 24 hours of purchase, provided the order has not shipped

Shipping Delays

Steelwave USA is not responsible for delays caused by shipping carriers, customs clearance, weather conditions, or other circumstances beyond our control. Shipping delays do not qualify for refunds.