Refund policy
Return and Refund Policy
At STANDRO, we build products designed for professional retail and display use. Because many of our products are made or prepared specifically for each order, please review the following return and cancellation terms before purchasing.
Returns
Standard, unused and unassembled STANDRO products may be returned within 14 days of delivery. Standard models manufactured after an order is placed are not considered custom or personalized solely because they are made to order.
To qualify for a return, the item must be:
- unused;
- unassembled;
- in its original condition;
- returned with all parts, hardware, accessories, and instructions;
- returned in the original packaging or packaging that provides equivalent protection.
Products that have been assembled, installed, modified, damaged after delivery, or show signs of use are not eligible for a standard return unless the issue is caused by a manufacturing defect.
To request a return, please contact us before sending the product back. Returns sent without prior authorization may not be accepted.
Return Shipping
Customers are responsible for the cost of return shipping unless the item arrived damaged, defective, or incorrect due to an error by STANDRO.
Because our products can be large or heavy, return shipping costs may be significant. We recommend using a trackable and insured shipping service.
Original Shipping Costs
Free standard U.S. shipping means no standard shipping charge is added at checkout. For an eligible return for reasons other than damage, defect, or an error by STANDRO, we may deduct the actual outbound shipping cost from your refund. We will disclose the exact deduction and estimated refund before you authorize the return shipment. No outbound shipping deduction applies when the return is due to damage, defect, or an error by STANDRO.
Original expedited, special-handling, or freight charges are non-refundable unless the return is due to damage, defect, or an error by STANDRO.
Custom and Personalized Products
Custom or personalized products are final sale unless damaged, defective, or materially different from the approved specifications. This exception applies only to products with individual modifications, personalization, non-standard dimensions, branding, or other agreed custom specifications.
This includes products made with custom dimensions, finishes, colors, branding, graphics, or other customer-requested modifications.
Order Cancellations
Orders may be canceled without charge within 12 hours of purchase, provided production or order preparation has not already begun.
After that period, or once materials have been ordered, cut, processed, customized, or production has begun, a cancellation fee of up to 25% of the order value may apply to cover materials, labor, payment processing, and other costs already incurred.
Custom or made-to-order products may become non-cancellable once production begins.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If your order arrives damaged, defective, incomplete, or incorrect, contact us as soon as possible and preferably within 7 days of delivery.
Please include:
- your order number;
- a description of the issue;
- photographs of the product;
- photographs of the shipping packaging and shipping label if the damage occurred during transit.
Depending on the circumstances, we may offer replacement parts, repair, replacement of the product, or a refund.
When a replacement part is needed to resolve a confirmed STANDRO error, manufacturing defect, or shipping damage, STANDRO covers the cost of that part and its standard shipping. This includes missing or incorrect components resulting from a STANDRO error. A full product replacement is not automatic; a replacement component or another solution may resolve the issue. See our Product Support & Replacement Parts policy for details.
Please keep all original packaging until the claim has been resolved.
Refunds
Once an approved return is received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method, less any applicable:
- actual outbound shipping costs, subject to the disclosure and exceptions in Original Shipping Costs above;
- return shipping costs;
- cancellation fees;
- costs resulting from missing parts or damage not caused by STANDRO.
Please allow up to 10 business days after approval for STANDRO to process the refund. Your bank or credit card provider may require additional time for the refund to appear on your account.
Exchanges
We do not offer direct exchanges. If an eligible item needs to be exchanged, please contact us so we can determine the best solution. In some cases, you may need to return the original item and place a new order.
Non-Returnable Items
The following items are not eligible for return:
- custom or personalized products;
- products that have been assembled or installed;
- products that have been modified or altered;
- products damaged through improper handling, use, storage, or installation;
- clearance or final-sale items where identified as such before purchase.
These exclusions do not apply where the product is defective or where applicable law requires otherwise.
Questions About Returns
To start a return or ask a question about an order, please contact STANDRO through the contact information provided on our website.