Refund & Return Policy

I. Eligibility for Returns & Refunds

1. Eligible Scenarios (Approved for Return/Refund/Exchange)

• Defective Products: The metal seal has manufacturing defects (e.g., cracked metal, incomplete engraving, faulty hardware, or non-functional design) that affect its intended use, and the defect is not caused by misuse or damage during shipping.
• Incorrect Customization: The product does not match the exact customization specifications you provided at checkout (e.g., wrong text engraving, incorrect logo placement, mismatched material/color, or size deviation beyond our stated tolerance of ±0.5mm).
• Wrong Item Shipped: The Store accidentally sends a different product model or non-customized item that does not correspond to your order details.
• Damaged During Shipping: The product arrives damaged due to inadequate packaging or carrier negligence (must be reported with unboxing photos/videos).

2. Non-Eligible Scenarios (No Returns/Refunds)

• Change of mind, personal dissatisfaction with the design, or errors in the customization instructions provided by you (e.g., typos, incorrect logo files, or misspelled text).
• Minor variations in appearance (e.g., slight color differences in metal finishes, minimal engraving depth variations) that do not affect functionality (these are normal for handcrafted metal products).
• Products that have been used, modified, or damaged by you after delivery.
• Customization requests that were explicitly approved by you before production (e.g., proof of design sent and confirmed via email).
• Orders canceled after production has started (typically within 24-48 hours of order confirmation).

II. Timeframe for Requests

• Defective/Damaged/Wrong Items: You must initiate a return/refund request within 7 calendar days of receiving the product. Late requests will not be processed.
• Incorrect Customization: You must notify us within 5 calendar days of delivery, as customization errors are best verified promptly.
• Cancellation Requests: Orders can only be canceled for a full refund if submitted within 24 hours of order confirmation. After 24 hours, production may have started, and cancellation is no longer permitted.

III. Return & Refund Process

1. Submit a Request

• Contact our customer service team via mettlemark@outlook.com or the contact form on the Store’s website.
• Include the following information:
  • Your full name, order number, and date of delivery.
  • A detailed description of the issue (e.g., "engraved text is misspelled," "metal seal arrived cracked").
  • Clear photos/videos of the product (including packaging, if damaged during shipping) and a screenshot of your customization instructions (if applicable).
• We will review your request within 3 business days and notify you of approval or denial.

2. Return Authorization (RA)

• If approved, you will receive a Return Authorization (RA) number and detailed shipping instructions (including the return address).
• Do not ship products without an RA number—unauthorized returns will be refused or delayed.
• You are responsible for securely packaging the returned product to prevent further damage during transit. Include all original accessories (if any) and the RA number in the package.

3. Return Shipping Costs

• Store Error (e.g., defective, wrong item, incorrect customization): The Store will cover the return shipping costs. We will provide a prepaid shipping label or reimburse you for reasonable shipping expenses (proof of shipping cost is required).
• Customer Error (e.g., misuse, late request): You are responsible for all return shipping costs. The Store is not liable for lost or damaged packages during return transit.

4. Inspection & Processing

• Once we receive the returned product, we will inspect it within 5 business days to verify the issue.
• If the return is approved (meets eligibility criteria), we will process your refund or exchange:
  • Refund: Processed to your original payment method within 7-10 business days of inspection. Refunds include the full product price and any applicable taxes, but exclude the original shipping fee (unless the return is due to a Store error).
  • Exchange: A replacement custom metal seal will be produced and shipped within our standard production timeframe (2-5 business days). No additional customization fees will be charged for exchanges due to Store error.

IV. Special Notes for Custom Products

• All custom metal seals are produced based on your exact specifications. We recommend carefully reviewing your order details (engraving text, logo, size, material) before submitting your order to avoid errors.
• We offer a free design proof (upon request) for complex customizations. If you wish to verify the design before production, please contact customer service within 12 hours of order placement.
• Refunds for custom products are processed only after the returned item has been inspected and approved. Partial refunds are not available for custom products (full refund only if the issue is verified).

V. Exchanges

• Exchanges are only available for defective, incorrect, or damaged products (eligible scenarios). You may exchange the product for the same model with corrected customization or a different model (subject to availability) by paying the price difference (if any).
• Exchanged products are subject to the same customization lead times as new orders. We will notify you of the expected delivery date once the exchange is confirmed.

VI. Non-Refundable Items

• Custom metal seals that do not meet the eligibility criteria (see Section I.2) are non-refundable.
• Shipping fees (original and return) are non-refundable unless the return is due to a Store error.

VII. Contact Us

• Store Name: MettleMark
  
• Contact Email: mettlemark@outlook.com
  
• Business Address: No. 100-10 Hujia Shan Road, Zhangzhou Investment and Development Zone, Zhangzhou City, Fujian Province, P.R. China