How to Return or Exchange a Faulty Stainless Steel Item

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If your stainless steel item arrived faulty, damaged or not as specified, contact us with photos and your order details so we can check it. Because every piece is made to measure, we usually correct the problem by repairing, adjusting or re-producing the item rather than issuing a standard refund. Our team will confirm the next steps in writing before anything is changed.

Why custom stainless steel needs a different return process

Most of our stainless steel works are manufactured to your measurements, so a standard shop return does not fit. A railing, handrail or steel structure cut for a specific opening cannot simply be resold to another customer. For this reason, we handle returns case by case, focusing on fixing the problem and getting you the correct item as quickly as possible.

Knowing this in advance helps set realistic expectations and speeds up the process for everyone.

Step 1: Check the item and gather evidence

Before contacting us, review the delivered piece against your signed drawing and written specification. Note the type of problem, such as a dimension that does not match, a surface defect, a weld issue, or a wrong finish.

Take clear photos from several angles, including close-ups of the defect
Include a tape measure in the photo where dimensions are in question
Keep the packaging and any delivery paperwork

Step 2: Contact us with your order details

Send the photos and your order reference to our office or WhatsApp. Briefly describe what is wrong and what you expected. Clear information helps us understand the issue without back-and-forth messages.

Please act promptly after delivery, as earlier notice makes it easier to inspect the item and plan the fix.

Step 3: On-site check when needed

For dimension or installation issues, we may arrange a visit to measure the opening again. Many mismatches come from a measurement taken before the final wall or frame was finished, so re-measuring is an important step.

If the problem is only in the finish, we may be able to assess it from your photos.

Step 4: Agreed solution in writing

Once the cause is clear, we will propose a solution. This may be a correction of the existing piece, a partial rework, or a new production of the affected part. Every agreed step is confirmed in writing, including what will change and the timeline.

You approve the plan before we start, so there are no surprises.

Step 5: Replacement, collection and installation

The corrected or replacement item is produced in our factory at 37 Rival Street, Tel Aviv, and finished to the agreed specification. We then arrange delivery or installation, depending on what was originally agreed.

Inspect the new item on arrival and check it against the approved drawing before the installer leaves.

Frequently asked questions

Can I get a full refund for a custom stainless steel item?

Because custom items are made to your measurements, refunds are not standard. We focus first on correcting or replacing the faulty piece so you receive what you ordered.

What if the item was damaged during delivery?

Report the damage as soon as you notice it, with photos of the packaging and the item. Keep all packaging so the delivery can be reviewed.

Who pays for the correction if the measurement was wrong?

This depends on who provided the measurements and what was agreed in the signed specification. We review the drawing and the on-site data together before deciding.

How long does an exchange take?

The timeline depends on the size of the rework and the production schedule. We confirm the expected timing in writing once the solution is agreed.

Common mistakes to avoid

Do not install or cut the item before contacting us, as this can make the fault impossible to assess. Also avoid sending vague messages without photos or your order details.

Our recommendation

Always compare the delivered piece with your approved drawing before installation begins, and photograph any issue immediately. Early, documented communication is the fastest route to a correct result.

Summary

For a faulty or incorrect stainless steel order, document the problem, contact us with your order details, and approve a written solution. We correct or replace the item made to your specification.

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