Date d'entrée en vigueur : November 1, 2025

NOTICE: Our products are Custom-Manufactured (Made-to-Order) based on unique customer specifications. Whether you are an individual consumer (B2C) or a business partner (B2B), this policy governs your purchase. Because each item is uniquely created for you, standard retail “change-of-mind” returns do not apply.

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1. General Policy: The “Custom” Standard

• 1.1. Final Sale: All orders, including single-piece custom posters and bulk wholesale orders, are considered Final Sale once production has commenced.

• 1.2. Manufacturing Service: We provide a bespoke manufacturing service rather than selling pre-printed stock. Therefore, we cannot accept returns or exchanges for reasons other than manufacturing defects.

2. Annulation de la commande

• 2.1. Cancellation Window: Vous pouvez demander l'annulation d'une commande within 12 hours of placement. If production hasn’t started, a full refund will be issued.

• 2.2. Production Phase: Once the manufacturing process (pre-press, coating, or printing) has begun, the order cannot be cancelled, and no refund will be provided.

3. Quality Assurance: Defects & Damage

• 3.1. Covered Issues: Manufacturing errors (e.g., incorrect size, significant misalignment) or severe transit damage caused by inadequate packaging.

• 3.2. Claim Procedure (Strict 72-Hour Window): You must report any issue within 72 hours of delivery with high-resolution photos/videos of the damaged item, the internal/external packaging, and the shipping label.

• 3.3. Resolution: Validated claims will be resolved via Free Re-manufacture (Replacement) or Store Credit at our discretion.

4. Non-Refundable Situations (User Errors & IP)

• 4.1. Image Quality: We are not responsible for blurriness or pixelation resulting from low-resolution images provided by the customer.

• 4.2. Customer Selections: No refunds for errors in size selection, material choice, or cropping mistakes made during customization.

• 4.3. Intellectual Property (IP) & Customs Issues

  • A. For Retail Orders (Under 10 Units): We provide a custom printing service based on the files you upload. You confirm that you possess the necessary rights for their use. While customs issues are extremely rare as we declare shipments as “Custom Prints,” they remain a possibility. In the unlikely event that a retail package is confiscated by customs due to copyright or trademark issues, a flat refund of 50% of the total order value will be issued. This accounts for the specialized labor, raw materials, and logistics costs already incurred.

  • B. For Bulk/Wholesale Orders (10 Units and Above): All wholesale and business-to-business (B2B) orders are subject to a Zero-Refund Policy regarding IP seizures. Business clients are required to ensure full legal compliance and copyright authorization for their artwork before production. If a bulk shipment is held or destroyed by customs due to IP infringement, the buyer remains liable for the full invoice amount.

5. Shipping, Customs & DDP Mode

• 5.1. Default DDP Service: By default, we ship via DDP (Delivered Duty Paid) terms for most regions. This means we handle export/import clearance and prepay import duties/taxes so the recipient does not need to handle customs formalities.

• 5.2. Alternative Shipping Modes: If you (the Business/Customer) prefer to handle your own customs clearance or use specific shipping terms (e.g., DAP/FOB), please contact us before production to arrange an alternative logistics mode.

• 5.3. Address Errors: We are not responsible for failed deliveries or additional rerouting fees due to incorrect addresses provided at checkout.

• 5.4. Refusal of Delivery: If a delivery is refused by the recipient (for reasons other than damage), no refund will be issued, and the customer is responsible for any return shipping or destruction costs.

6. Contact Us

To initiate a quality claim, please contact our support team:

• Email: info@metalposterfactory.com

• Subject: Order #[Your Order Number] – Quality Claim