Custom Order Return/Replacement Policy

All Plexworks orderes are insured against damage.  We take care to carefully pack your custom order, but the post office or customs can render damage to a shipment.  

Our policy for replacing these customs orders:

United States and Territories:

We will issue a replacement plexi within our normal turnaround time for custom orders. 

International

Damaged orders are refunded in full.

 We will review multiple claims of damage, and reserve the right to close and ban accounts that are deemed potentially fraudulent.

Here are steps to perform if your order is received damaged:

  1. Take a photo of the damaged plexi or artwork, and the condition of the box or envelope that was used to contain the pieces. We need these photos to file an insurance claim with the post office.  
  2. Please send an email to orders@focusattack.com.  Make sure to reference your order number in the email message. 
  3. We will review the photos, and file a claim with the postal carrier.  We will issue a replacement unit or refund as applicable.  

All damage claims must be made within 30 days of delivery to your doorstep! Please review your custom order once it arrives. 

Button Hole Damage on Plexi

Please note that while damage can occur with the post office, damage can also occur during installation. The most common is breaking the plexi while installing your buttons into the control panel.  We notice this when the damage occurs around the button holes, versus the edges, or a distinct crack across the entirety of the plexi.  If we received numerous reports of damage around the hole from the same customer, we reserve the right to refuse further business with that customer.  

Please take care when installing your buttons onto plexi.

Custom Order Returns and Exchanges

Because of the nature of custom orders cannot be returned for refund, or exchanged for another custom order.

Cancelling Custom Orders

Orders that enter the status of "Dry/Polish", "Complete", or "Shipped" cannot be changed or cancelled, and are not refundable, as this stage represents a completed custom order.  Please visit our Plexworks Job Status Center to see what status your order currently resides in.

Have more questions? Submit a request

Comments

Powered by Zendesk