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

We accept eligible returns within 14 days of delivery.

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

If your order qualified for free shipping, STANDRO may deduct the actual original shipping cost incurred to deliver the order to you from your refund.

“Free Shipping” means the shipping cost was paid by STANDRO on your behalf and does not mean that no shipping cost was incurred.

Original expedited, special-handling, or freight charges are non-refundable unless the return is due to an error by STANDRO.

Custom and Made-to-Order Products

Custom, personalized, modified, or specially manufactured products are final sale and cannot be returned or exchanged unless they arrive damaged, defective, or materially different from the approved order 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.

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:

original shipping costs;
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: