Cancellations & refunds

1. Before mockup approval and payment

You may withdraw a website quote request at any time before mockup approval and payment. Because no deposit is collected with the initial request, there is normally nothing to refund at this stage.

2. After payment but before production

Contact ben@thiessfabs.com immediately. If material has not been ordered, artwork has not required separately agreed paid design work, and fabrication has not begun, ThiessFabs may cancel the order and issue a full refund. Documented nonrecoverable costs already incurred may be deducted where permitted by law.

3. After production begins

Once material has been ordered specifically for the project or cutting, welding, coating, assembly, or other fabrication has begun, custom orders generally cannot be canceled, returned, or refunded for preference changes, customer-provided measurement errors, or details that match the approved mockup.

4. Changes after approval

Requested changes after mockup approval may require a revised mockup, added charges, and a new timeline. If manufacturing has already begun, the customer is responsible for completed work and materials that cannot be reused.

5. Defects or incorrect orders

If a product arrives damaged, materially defective, or materially different from the approved specifications, contact us within seven calendar days of delivery or pickup. Include the order or request number, a description of the issue, and clear photos. Keep the product and all packaging until we complete our review.

If ThiessFabs confirms an error or covered defect, we will choose an appropriate remedy—repair, replacement, remake, partial refund, or full refund—based on the circumstances and applicable law. Reasonable variations in raw metal, mill finish, coating texture, color display, cut edge appearance, and fabrication tolerances are not defects when the product otherwise matches the approved project.

6. Shipping damage

Visible carrier or packaging damage should be photographed and reported within 48 hours of delivery so we can preserve carrier-claim options. Do not discard the shipping carton, protective materials, or damaged product. More information appears in our Shipping and Pickup Policy.

7. Refund processing

Approved refunds are returned to the original payment method whenever possible. ThiessFabs will initiate the refund promptly, but the time required for funds to appear is controlled by Stripe, the card network, and your financial institution. Original shipping charges are refundable only when required by law or when the return results from a confirmed ThiessFabs error.

8. How to request help

Email ben@thiessfabs.com with your name, request or order number, and the reason for the request. We aim to respond within two business days and will work in good faith to resolve legitimate issues.