Return & Refund Policy

Our Commitment to Quality

At Gstdb, we take pride in every custom metal sign we create. We’re committed to delivering a product that exceeds your expectations. This policy explains our approach to returns and refunds for our custom-made products.

Understanding Custom & Personalized Products

What Makes Our Products Custom?

Every metal sign we create is made to order specifically for you based on your unique specifications:

  • Your custom text and wording
  • Your chosen design, images, or logos
  • Your selected size and dimensions
  • Your preferred material and finish
  • Your approved design proof

Production begins only after you approve your design. Once approved, your sign enters our manufacturing process where it is cut, shaped, finished, and customized according to your exact specifications.

Why Custom Products Cannot Be Returned

Because each sign is personalized and made specifically for you:

  • ❌ It cannot be resold to another customer
  • ❌ It cannot be modified for someone else’s use
  • ❌ It has no value to other customers
  • ❌ The materials and labor invested are specific to your order

For this reason, custom and personalized metal signs cannot be returned or refunded once production has begun and you have approved the design.

This is standard practice across the custom manufacturing industry and is clearly stated before you place your order.

Our Design Approval Process

To ensure you’re completely satisfied with your custom sign before we begin production, we have a thorough approval process:

Step 1: Design Creation

After you place your order, our design team creates a digital proof of your custom sign based on your specifications.

Step 2: Proof Delivery

We email you a high-resolution digital proof showing exactly how your sign will look, including:

  • All text and spelling
  • Font styles and sizes
  • Image placement and quality
  • Overall layout and dimensions
  • Colors and finishes

Step 3: Your Review

This is your opportunity to:

  • ✅ Check all spelling and text carefully
  • ✅ Verify measurements and dimensions
  • ✅ Confirm design layout and positioning
  • ✅ Review image quality and clarity
  • ✅ Request any changes or modifications

Step 4: Revisions (if needed)

If you need any changes, we’ll revise the design and send you an updated proof. We’ll work with you until you’re 100% satisfied.

Step 5: Final Approval

Once you approve the design, we begin production. After this point, changes, cancellations, and returns are not possible.

Important: Please review your proof carefully. We will manufacture your sign exactly as shown in the approved proof.

No Returns or Refunds – Standard Orders

When Returns Are NOT Accepted:

We cannot accept returns or offer refunds in the following situations:

❌ Change of Mind

  • You no longer want the sign
  • You changed your design preferences
  • You decided on a different size or style

❌ Buyer’s Error in Provided Information

  • Spelling mistakes in text you provided
  • Wrong measurements or dimensions you specified
  • Incorrect address or name you submitted
  • Low-quality images you uploaded

❌ Subjective Preferences

  • Color appears slightly different than your screen (due to monitor variations)
  • Font looks different than you expected (after you approved the proof)
  • Size is not what you imagined (after you approved the dimensions)

❌ Delivery Time

  • Package took longer than expected (within our stated 12-25 business day timeframe)
  • You needed it sooner than our production and shipping schedule allows

Your Responsibility

By approving the design proof, you confirm that:

  • All information is correct and accurate
  • You have reviewed everything carefully
  • You understand the sign will be made exactly as shown
  • You accept that custom orders cannot be returned

When We WILL Accept Returns & Provide Refunds

We stand behind the quality of our work. We will accept returns and provide full refunds in the following situations:

✅ Manufacturing Defects

If your sign has quality issues due to our manufacturing error:

  • Poor quality cuts or edges
  • Incorrect material used
  • Defective finish or coating
  • Structural defects or weaknesses
  • Poor craftsmanship

✅ Damage During Shipping

If your sign arrives damaged due to shipping:

  • Bent, dented, or crushed metal
  • Broken or cracked pieces
  • Scratched or damaged finish
  • Missing parts or pieces

✅ Our Production Error

If we made a mistake that doesn’t match your approved proof:

  • Wrong text or spelling (different from approved proof)
  • Incorrect size or dimensions (different from approved proof)
  • Wrong design or layout (different from approved proof)
  • Wrong material or finish (different from what you ordered)
  • Missing elements from the approved design

✅ Wrong Item Shipped

If we accidentally shipped the wrong product:

  • Completely different sign than you ordered
  • Someone else’s custom order

How to Request a Return or Refund

If you believe your order qualifies for a return based on the conditions above, please follow these steps:

Step 1: Contact Us Immediately

Time Limit: You must contact us within 7 days of receiving your order.

Contact Information:

Include in Your Email:

  • Your order number
  • Clear description of the issue
  • Date you received the package

Step 2: Provide Photo Evidence

Please take clear photos showing:

  • The issue: Close-up photos of defects, damage, or errors
  • Overall product: Photos showing the entire sign
  • Packaging: If damaged during shipping, photos of the box/packaging
  • Multiple angles: Several photos from different perspectives

Photo Tips:

  • Use good lighting
  • Take clear, focused images
  • Show the problem clearly
  • Include a ruler for size-related issues

Step 3: We Review Your Claim

Our team will review your claim within 24-48 hours (may take longer on weekends).

We will:

  • Compare photos to your approved proof
  • Assess the nature and severity of the issue
  • Determine if the claim meets our return criteria
  • Contact you with our decision

Step 4: Return Approval (if applicable)

If your return is approved:

We will email you with:

  • Confirmation that your return has been approved
  • Return shipping instructions
  • Return authorization number (if needed)

Return Shipping:

  • Our error or defect: We will provide a prepaid return shipping label or arrange pickup at no cost to you
  • You pay nothing for return shipping if the issue is our fault

Step 5: Return the Item

Packaging:

  • Pack the item securely to prevent further damage
  • Use the original packaging if possible
  • Include your order number inside the package

Shipping:

  • Use the prepaid label we provide (if applicable)
  • Ship to the return address we provide
  • Keep your tracking number

Return Address: Returns are shipped back to our facility in China. We will provide the complete address when your return is approved.

Step 6: We Inspect the Return

Once we receive your returned item:

  • Our quality team will inspect the sign
  • We’ll verify it matches the issue you reported
  • We’ll confirm it was returned in the same condition

Inspection Timeline: 3-5 business days after we receive the return

Step 7: Refund or Replacement

After inspection, we will notify you via email:

If Approved:

  • We’ll confirm your refund has been processed
  • OR we’ll confirm your replacement is in production

If Not Approved:

  • We’ll explain why (with photos if needed)
  • We may offer alternative solutions

Refund Process

When Refunds Are Issued

If your return is approved, we will process your refund after we receive and inspect your returned item.

Refund Timeline

Step 1: Approval Notification

  • We’ll email you confirming your refund has been approved

Step 2: Refund Processing

  • Refunds are processed within 10 business days of approval
  • Money is returned to your original payment method

Step 3: Bank Processing

  • Your bank or credit card company needs additional time to process and post the refund
  • This typically takes 3-10 business days depending on your financial institution

Total Time: Please allow up to 15 business days from our approval for the refund to appear in your account.

Refund Method

Refunds are issued to your original payment method:

  • Credit Card: Refunded to the same card
  • Debit Card: Refunded to the same card
  • PayPal: Refunded to your PayPal account

We cannot issue refunds via different methods (e.g., if you paid by card, we cannot refund to PayPal).

Refund Amount

Full Refund Includes:

  • Product cost
  • Original shipping fee (if the issue is our fault)
  • Any taxes paid

Partial Refunds: In some rare cases, we may offer a partial refund if:

  • The issue is minor and you choose to keep the item
  • We agree on a partial compensation solution

If You Don’t See Your Refund

If more than 15 business days have passed since we approved your return:

  1. Check your bank/credit card statement carefully
  2. Contact your bank – they may have additional processing time
  3. Check your PayPal account (if applicable)
  4. Contact us at [email protected] – we’ll provide proof of refund processing

Replacement Option

Instead of a refund, you may choose a free replacement if:

  • Your sign has a manufacturing defect
  • Your sign was damaged during shipping
  • We made an error that doesn’t match your approved proof

Replacement Process:

Advantages of Replacement:

  • Faster than refund + reorder
  • You still get the sign you wanted
  • No need to pay again

Timeline:

  • We’ll start production immediately after inspecting your return
  • Standard production time: 5-10 business days
  • Standard shipping time: 7-15 business days
  • Total: Approximately 2-3 weeks

You Choose: When you contact us about an issue, let us know if you prefer a refund or replacement.

Exchanges

We do not offer exchanges for custom products because each sign is made specifically to order.

If you want a different design, size, or style:

  1. We can process a return/refund (if eligible under our policy)
  2. You can place a new order for the design you want

Late or Missing Refunds

If You Haven’t Received Your Refund:

First: Check your bank account or credit card statement again. Sometimes refunds post under different descriptions.

Second: Contact your credit card company. There may be processing delays on their end before the refund officially posts.

Third: Contact your bank. Processing times vary between financial institutions.

Still No Refund? Contact us at [email protected] with:

  • Your order number
  • Date we approved your refund
  • Payment method used

We’ll investigate and provide proof of the refund transaction.

Non-Returnable Items (Even with Defects)

Some items cannot be returned for health, safety, or hygiene reasons:

  • Items that have been installed or mounted permanently
  • Items that have been modified or altered after receipt
  • Items damaged by the customer after delivery

If these items are defective, please contact us immediately. We’ll work with you to find a solution.

Damaged Packaging vs. Damaged Product

Damaged Outer Packaging

If your package’s outer box arrives damaged but the sign inside is undamaged:

  • This does not qualify for return
  • The packaging did its job protecting your sign
  • No refund or replacement needed

Damaged Product

If the sign itself is damaged:

  • This does qualify for return (see “Damage During Shipping” above)
  • Follow our return process
  • We’ll provide a replacement or refund

Important: Please inspect your package immediately upon delivery and photograph any damage right away.

International Returns

Return Shipping to China

Because we’re located in China, returns must be shipped internationally back to our facility.

We Cover Return Shipping When:

  • The issue is our fault (defects, errors, damage)
  • We provide a prepaid label or reimburse shipping costs

You Cover Return Shipping When:

  • The issue is buyer’s remorse (not eligible for return)
  • You made an error in provided information (not eligible for return)

Customs on Returns

Good News: Returns typically do not incur customs fees.

If customs fees are assessed on a return shipment, please contact us and we’ll work with you to resolve it.

Prevention Tips – Avoid Issues

Before Ordering:

✅ Measure Carefully: Double-check the size you need for your space

✅ Choose the Right Material: Consider where the sign will be used (indoor vs. outdoor)

✅ Provide High-Quality Images: If using custom images, ensure they’re high resolution

✅ Spell Check Everything: Review all text for spelling and grammar

During Design Approval:

✅ Review the Proof Thoroughly: This is your last chance to make changes

✅ Check Every Detail: Text, spelling, size, layout, colors

✅ Zoom In: Look at the proof closely, not just a quick glance

✅ Get a Second Opinion: Have someone else review it too

✅ Ask Questions: If anything is unclear, ask us before approving

After Receiving Your Sign:

✅ Inspect Immediately: Check your sign as soon as it arrives

✅ Document Issues: Take photos right away if there’s a problem

✅ Contact Us Quickly: Report issues within 7 days

Special Circumstances

Order Cancellations

Before Design Approval:

  • Contact us immediately at [email protected]
  • If we haven’t started the design yet, we may be able to cancel
  • Partial refund may apply if work has begun

After Design Approval:

  • Orders cannot be cancelled once production begins
  • All sales are final

Force Majeure (Unforeseeable Circumstances)

In cases of natural disasters, pandemics, war, or other events beyond our control that prevent us from fulfilling your order, we will:

  • Notify you as soon as possible
  • Offer a full refund
  • Or offer to complete the order when circumstances permit

Contact Us About Returns or Refunds

Have questions about our return policy or need to initiate a return?

Email: [email protected] (Primary contact – fastest response)
Phone/WhatsApp: 1-507-478-4425
Website: www.gstdb.com

Our Hours (China Standard Time – UTC+8):
Monday – Friday: 9:00 AM – 6:00 PM CST
Saturday: 9:00 AM – 2:00 PM CST
Sunday: Closed

Response Time: We respond to all return requests within 24-48 hours.

Our Quality Guarantee

While custom products cannot be returned for subjective reasons, we guarantee:

✅ Professional Craftsmanship: Every sign is made with care and attention to detail

✅ Quality Materials: We use premium metals and professional-grade finishes

✅ Accurate Production: Your sign will match your approved proof exactly

✅ Careful Packaging: Multi-layer protection for safe shipping

✅ Stand Behind Our Work: If we make a mistake, we’ll make it right

Summary

❌ No Returns or Refunds For:

  • Change of mind after approval
  • Buyer errors in provided information
  • Subjective preferences or expectations
  • Minor color variations due to screens
  • Normal delivery timeframes

✅ Full Returns & Refunds For:

  • Manufacturing defects
  • Damage during shipping
  • Our production errors (doesn’t match proof)
  • Wrong item shipped

📝 To Request a Return:

  1. Contact us within 7 days: [email protected]
  2. Provide photos of the issue
  3. We review within 24-48 hours
  4. If approved, we provide return instructions
  5. Refund processed within 10 business days
  6. Allow 15 total business days for refund to appear

💡 Best Practice:

Carefully review your design proof before approval – this prevents 99% of issues!

Thank you for understanding our return policy. We’re committed to your satisfaction and creating a custom metal sign you’ll love!