Return and Refund Policy

KT Metal Casting is committed to delivering high-quality custom sand cast products that meet your exact specifications. This Return and Refund Policy outlines our procedures for handling returns, refunds, and product issues.

Custom Manufacturing Policy

Made-to-Order Products

All KT Metal Casting products are custom manufactured to customer specifications, including:

• Custom motor housings
• Custom valve castings
• Custom counterweights
• Other specialized sand cast components

Due to the custom nature of our products, returns are generally not accepted unless the product fails to meet agreed-upon specifications or contains manufacturing defects.

Quality Guarantee

Specification Compliance

We guarantee that all products will:

• Meet dimensional tolerances as specified in your order
• Conform to material specifications and certifications
• Pass all agreed-upon quality inspections and testing
• Match approved drawings and technical requirements

Manufacturing Defects

We will repair, replace, or refund products that contain:

• Material defects or flaws
• Dimensional errors outside specified tolerances
• Casting defects that affect functionality
• Damage occurring during our manufacturing process

Return Process

Notification Requirements

To initiate a return, you must:

• Contact us within 30 days of delivery
• Email [email protected] with detailed information
• Provide order number and specific issue description
• Include photographs or documentation of the problem

Return Authorization

Before returning any product:

• Obtain a Return Merchandise Authorization (RMA) number
• Follow our specific return shipping instructions
• Use appropriate packaging to prevent damage during transit
• Include all original documentation and certifications

Inspection Process

Upon receiving returned products, we will:

• Conduct thorough inspection within 10 business days
• Verify compliance with original specifications
• Document any deviations or defects found
• Communicate findings and proposed resolution

Refund Policy

Eligible Refunds

Full refunds may be provided when:

• Products fail to meet agreed specifications due to our error
• Manufacturing defects render products unusable
• Delivery of incorrect products or quantities
• Products are damaged due to inadequate packaging

Refund Timeline

Approved refunds will be processed:

• Within 15 business days of approval decision
• Using the original payment method when possible
• Less any applicable restocking or processing fees
• After deducting return shipping costs (unless our error)

Partial Refunds

Partial refunds may apply when:

• Products have minor deviations that don’t affect functionality
• Customer accepts products with documented variances
• Mutual agreement is reached on compensation amount

Non-Returnable Items

Exceptions

The following items cannot be returned:

• Products manufactured to customer-specific designs
• Items damaged by customer misuse or modification
• Products installed, machined, or altered after delivery
• Items ordered with non-standard materials or specifications

Special Circumstances

• Products damaged during customer installation
• Items requiring modifications after initial approval
• Rush orders with expedited delivery schedules
• Products that have been in use for more than 30 days

Replacement Policy

Defective Product Replacement

For qualifying defective products, we will:

• Manufacture replacement products at no charge
• Expedite production when possible
• Cover standard shipping costs for replacements
• Provide updated delivery timeline

Design Changes

If replacement requires design modifications:

• Changes must be mutually agreed upon
• Additional engineering costs may apply
• Timeline adjustments will be communicated
• Written approval required before proceeding

Shipping and Handling

Return Shipping

• Customer responsible for return shipping costs (unless our error)
• Products must be properly packaged and insured
• Use freight carriers appropriate for weight and size
• Retain shipping documentation and tracking information

Replacement Shipping

• Standard shipping included for warranted replacements
• Expedited shipping available at additional cost
• International shipping costs may apply
• Special handling requirements will be accommodated

Order Cancellation

Pre-Production Cancellation

Orders may be cancelled before production begins:

• Full refund minus processing fees (typically 10-15%)
• Cancellation must be requested in writing
• Engineering and setup costs may be non-refundable
• Timeline depends on production schedule

In-Process Cancellation

Once production has started:

• Cancellation may not be possible
• Charges for work completed will apply
• Material costs are non-refundable
• Case-by-case evaluation required

Warranty Coverage

Standard Warranty

Our products are warranted against:

• Manufacturing defects for 12 months from delivery
• Material defects as certified by suppliers
• Dimensional deviations outside specified tolerances
• Coating or finish defects when applicable

Warranty Limitations

Warranty does not cover:

• Normal wear and tear during use
• Damage from improper installation or use
• Modifications made after delivery
• Environmental damage or corrosion

Resolution Process

Communication

We are committed to resolving issues promptly:

• Initial response within 24 hours of contact
• Regular updates throughout resolution process
• Direct communication with production team when needed
• Documentation of all agreements and decisions

Escalation

For unresolved issues:

• Request escalation to management team
• Provide detailed documentation of concerns
• Allow reasonable time for investigation
• Consider third-party mediation if necessary

Contact Information

For all return and refund inquiries:

KT Metal Casting
Email: [email protected]
Website: metal-casting.com

Required Information:

• Order number or invoice reference
• Product description and specifications
• Detailed description of the issue or concern
• Photographs or documentation when applicable