What is your return policy?

How an order can be returned, exchanged, cancelled, or covered under warranty depends on the item and its condition — and on our current published policy. This article explains the general principles; for exact terms, eligibility, and time windows, always check the live policy or contact support, since these can change.

Returns and exchanges

Stock products in unused, resalable condition are generally easier to return or exchange than custom made-to-order units, which are built to your individual specification. There are usually conditions around timing and product condition. For what qualifies and how to start a return, check the current returns policy.

Cancellations

Cancellation is easiest before production begins. Because most systems are made to order, there is a point after which the unit is being built specifically for you and cancellation may no longer be possible. Contact support as early as possible if you need to cancel.

Warranties

Warranty cover typically applies to genuine manufacturing faults — a defect in the base or construction that is not the result of normal wear, adhesive use, or handling. Normal degradation over a system's expected lifespan is not a fault. Conditions and any time limits are set out in the policy.

Damaged on arrival

If an order arrives damaged, keep the packaging, photograph the damage, and contact support promptly with your order number so it can be assessed and resolved.

Important constraints

• Custom made-to-order units are treated differently from stock items.
• Terms, eligibility, and time windows are governed by the current published policy and can change.
• Faults and damage are handled differently from a change of mind.

When to contact us

For anything specific to your order — a return, exchange, cancellation, warranty claim, or damage — contact support with your order number and we will confirm what applies and guide the next step.

Related articles

• Production times, shipping times, and package tracking
• Custom configuration help
• Payment methods, tax-free payment, financing, and payment troubleshooting
• Can I return the product if I am not satisfied?
• What is covered by warranty?

FAQ

Are custom orders returnable? Custom made-to-order units are generally more limited than stock items because they are built to your spec. Faults are handled separately. Check the current policy for specifics.

Can I cancel after ordering? Easiest before production starts. Once a made-to-order unit is in production, cancellation may not be possible. Contact support quickly.

Agent-safe answer

General principles only — exact terms in live policy, can change. Stock (unused/resalable) easier to return than custom made-to-order. Cancellation easiest before production; made-to-order may not be cancellable once started. Warranty covers genuine manufacturing faults, not normal wear. Damaged on arrival: photograph, keep packaging, contact support promptly. [All policy terms flagged for Vincent to confirm.]

Source notes

Spine from retained Help Center policy content. No specific terms, windows, or guarantees stated — all flagged for Vincent's confirmation against the live published policy.