Our Policy on Returns and Remakes
Due to the custom, labor-intensive nature of our hand-forged products, we do not offer returns for refunds on custom orders. All sales are final. Stock items are eligible for refunds.
Our Guarantee: If an item you receive is structurally defective or significantly different from the product description or approved custom design or you are not delighted with your purchase, we will happily remake the item to ensure it meets our high standard of quality or refund your money. Your satisfaction with the quality and integrity of the craftsmanship is our priority.
Please understand that you are purchasing a product that is individually hand-forged by a skilled blacksmith. This process results in unique characteristics that are not considered defects:
• Natural Variations: No two pieces are identical. Slight variations in finish, texture, color, dimensions, and the placement of twists or bends are inherent to the art of blacksmithing and confirm your piece is genuinely handmade.
• Sizing: All dimensions listed on our website are approximate. Please allow for slight variances typical of hand-measured and hand-formed metalwork.
If you believe your item is eligible for a remake, please follow these steps:
1. Contact Us Immediately: You must contact us within 30 days of receiving your order.
2. Provide Documentation: Email us at clay@arrowmtx.com with the following:
◦ Your Order Number.
◦ A detailed explanation of the issue.
◦ Clear photographs that show the alleged defect or damage.
3. Return the Product: If your request is approved for a remake or refund, you are responsible for paying the shipping costs to return the defective product to our shop. We highly recommend using a trackable shipping service, as we cannot be responsible for items lost in transit.
4. Remake and Reshipment: Once we receive and inspect the returned item, we will begin forging the replacement piece. The newly remade item will then be shipped back to you at no additional cost (Arrow M Iron Works covers the shipping cost of the replacement product).
5. Timing: We aim to have your new item completed and shipped as soon as possible after receiving the original, this time will vary depending on the item and our current workload.
6. If your request for a refund is approved, we will process it within 7 business days after receiving the returned item. Refunds will be issued in the original form of payment.
7. Exchanges if you wish to exchange your item for a different product please contact us at Clay@arrowmtx.com.
