Overview

XinMao Metal specializes in custom stainless steel fabrication and architectural metalwork. Many of our products are manufactured specifically for individual commercial, architectural and project requirements.

Accordingly, custom-made and project-specific products are generally not eligible for standard returns, exchanges or refunds once production has commenced, except where otherwise agreed in writing or required by applicable law.

Custom-Made Products

Products manufactured according to customer drawings, measurements, patterns, materials, finishes, colors, samples, specifications or other project requirements are considered custom-made products.

Once production of a custom-made product has commenced, the order is generally non-returnable and non-refundable because the product has been manufactured specifically for the customer's project.

Order Cancellation

Customers should contact XinMao Metal as soon as possible if they wish to request cancellation of a confirmed order.

Cancellation may be possible before materials have been purchased or production has commenced, subject to our written approval.

Once materials have been purchased, drawings or engineering work have been completed, or fabrication has commenced, cancellation may not be possible. Any approved cancellation may be subject to deductions for materials, design, engineering, fabrication and other costs already incurred.

Approved Specifications

Customers are responsible for carefully reviewing and approving applicable drawings, dimensions, quantities, materials, patterns, colors, finishes and other technical specifications before production.

Products manufactured in accordance with the customer's approved specifications cannot normally be returned or refunded because of a change of mind, incorrect customer measurements or changes to the project after production.

Inspection Upon Delivery

Customers should inspect the products and packaging promptly after delivery.

Any suspected manufacturing defect, quantity discrepancy, specification issue or transportation damage should be reported to XinMao Metal as soon as reasonably possible. Where a specific inspection or claim period is stated in the quotation, purchase agreement or contract, that agreed period will apply.

Manufacturing Defects & Non-Conformity

If a product is believed to contain a manufacturing defect or materially differs from the approved drawings, specifications, materials, dimensions or finish, please contact us before taking corrective action.

Claims will be reviewed against the approved quotation, drawings, samples, specifications and other relevant project documentation.

Material & Finish Variations

Minor variations in color, grain, reflection, texture, tone or appearance may occur between material batches, samples, photographs and finished products as a result of stainless steel characteristics, fabrication processes, surface finishing, PVD coating, lighting and viewing conditions. Reasonable manufacturing variations are not necessarily considered defects.

Shipping Damage

If products or packaging appear damaged upon delivery, customers should photograph and document the condition before installation, modification or disposal of the packaging.

Please retain the original packaging and provide relevant photographs, videos, shipping documents and other evidence reasonably required to investigate the claim with the applicable freight provider.

How to Submit a Claim

To help us investigate efficiently, please provide:

• Order, quotation or invoice reference
• Description of the issue
• Clear photographs and videos
• Quantity of affected products
• Packaging and shipping condition where relevant
• Relevant approved drawings or specifications

Customers should not return, repair, modify, install or dispose of disputed products before receiving instructions from XinMao Metal where doing so could affect our ability to investigate the claim.

Remedies

If XinMao Metal confirms that a product has a manufacturing defect or materially fails to conform to the agreed specifications, we will work with the customer to determine an appropriate solution based on the circumstances.

Depending on the nature of the issue, an appropriate remedy may include:

• Technical guidance or repair
• Rework or modification
• Remanufacture of affected components
• Replacement of affected products
• Partial refund
• Refund where appropriate

Approved Returns

Products must not be returned to XinMao Metal without prior written authorization.

If a return is approved, we will provide the applicable return instructions. Unauthorized returns may be refused. Return freight, customs, duties and other related costs will be determined according to the reason for return, agreed shipping terms and applicable order documentation.

Refunds

Refunds are not automatically provided for custom-made products and will be considered only where appropriate under this policy, the relevant order agreement or applicable law.

Where a refund is approved, the amount, payment method and processing arrangements will be confirmed with the customer in writing.

Issues Not Caused by Manufacturing Defects

Unless otherwise agreed in writing, claims may not be accepted where the issue results from:

• Incorrect customer-provided measurements or specifications
• Improper installation or handling
• Improper storage or site conditions
• Unauthorized modification or repair
• Normal wear and tear
• Improper cleaning or maintenance
• Use outside the agreed application
• Reasonable material or finish variations

Project-Specific Agreements

Specific quotations, pro forma invoices, purchase orders, technical agreements or project contracts may contain additional cancellation, inspection, warranty, claim or refund terms. Where such terms have been specifically agreed in writing, they will take priority for the applicable transaction.

Applicable Legal Rights

Nothing in this policy is intended to exclude, restrict or limit any rights or remedies that cannot lawfully be excluded under applicable law. Where mandatory consumer protection laws apply to a particular transaction, those mandatory legal rights will continue to apply.

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