Refund policy
At CUSTOM EPOXY TABLE, every piece is handcrafted and made to order. We're committed to delivering a product you'll love—and we're here to support you at every step.
Order Changes & Cancellations
We understand plans can change, so we offer flexible cancellation options:
Within 6 hours of placing your order
You may cancel for a full refund.
Before CAD design approval
Orders may be canceled for a full refund. Before CAD design approval.
After CAD design approval
Orders may be canceled for a full refund. After CAD design approval but before production begins
A 15% cancellation fee may apply to cover design work, material preparation, and administrative costs. After production begins or after shipment
Orders cannot be canceled or refunded. Because each item is custom-made, we strongly recommend confirming all details during the design stage before approving production.
Custom Orders & Returns
Due to the personalized nature of our products, custom-made items are generally non-returnable and non-refundable once production has started.
However, you may be eligible for a replacement or refund if:
The item arrives damaged
The item has a manufacturing defect
The item is significantly different from the approved CAD design
Damaged, Defective, or Incorrect Items
Immediate Notice: If the item arrives damaged, please document it on the delivery receipt and contact us within 72 hours.
Standard Policy: For any manufacturing defects, you are covered by our 30-day Return Policy, starting from the date of delivery.
To process your request, please provide:
3–5 clear photos of the product
Photos of the packaging
Once verified, we will offer one of the following solutions:
Free replacement
Repair
Partial or full refund
We will cover return shipping costs for damaged, defective, or incorrect items.
Return Conditions
If a return is approved, the item must be:
Unused
In original condition
In original packaging
Accompanied by proof of purchase
Return authorization is required before sending any item back.
Return Authorization & Address
Please do not return any items without contacting us first.
All returns must be authorized in advance. Once your return request is approved, we will provide the correct return address and detailed instructions via email.
Returns sent without prior authorization may not be accepted.
We do not accept returns at our office address without prior approval.
Return Shipping
If the return is due to our error or product defect
We will cover return shipping costs.
If the return is requested for personal reasons (non-defective items)
Return shipping costs are the responsibility of the customer.
Original shipping fees are non-refundable unless the return is due to our error.
Refunds
Refunds will be processed within 10 business days after approval.
Refunds will be issued to the original payment method.
If you have not received your refund within 15 business days, please contact us.
Natural Wood Disclaimer
Our tables are made from natural wood, and each piece is unique.
Natural characteristics may include:
Knots
Grain variations
Small cracks
Color differences
These are not defects, but part of the natural beauty of the material.
Additionally, wood may expand or contract slightly due to humidity and temperature changes. These natural variations are not eligible for returns or refunds.
Additional Notes
All products are intended for indoor use only.
Minor variations in finish, texture, or color may occur due to the handmade process.
Disputes & Chargebacks
If you experience any issues, please contact us first. Most concerns can be resolved quickly by our support team.
We fully cooperate with financial institutions in the event of a dispute. Final decisions made by payment providers will be respected.
Contact Us
We're always available to assist you:
Email: sales@customepoxytable.com
Phone: +86 13599900786
Address: Room 1116, No. 1739, Luling Road, Siming District, Xiamen, Fujian, China
Our Commitment
We stand behind the quality of our craftsmanship and aim to provide a fair, transparent, and reliable shopping experience.