Returns & Refund Policy
Effective date: September 6, 2024
This policy covers cancellations, returns, and refunds for purchases from Forge Containers. It forms part of our Terms of Sale. Change-of-mind returns are different from claims that a product is damaged, defective, or does not match the order. The restrictions below on discretionary returns do not remove your rights when we have supplied a nonconforming product.
1. Change-of-mind returns
For an eligible standard new or one-trip product, request a return within 7 calendar days after delivery. The product must remain unused by you, undamaged after delivery, unmodified, and in the condition supplied, with its included components and documentation. The transport journey associated with a one-trip container does not, by itself, make it ineligible.
The deadline is for making your request, not for completing freight transport within 7 days. After authorization, we will agree a collection or return date that allows for the size of the product and transport availability.
Change-of-mind returns are not available for used, refurbished, or as-is products; custom-built or modified items; goods specially ordered to your specifications; or products you have used, altered, painted, or damaged after delivery. Choosing an offered standard finish alone does not make a product a nonreturnable custom order unless we clearly disclose before purchase that the choice requires custom production.
These exclusions apply only to discretionary returns. A wrong item, undisclosed material defect, or breach of an applicable warranty is addressed in Section 4.
2. Requesting and arranging a return
Email sales@forgecontainers.com with your order reference, product, delivery date, reason for return, and photographs showing its current condition. If photographs are not reasonably available, explain the issue so we can arrange another way to assess it.
We will confirm the applicable return terms, any proposed deduction, and the authorized return location. Do not send a container to an address in a website footer or arrange freight before receiving these instructions. An authorization allows the return to proceed; final condition is checked on receipt. We will explain any difference between the condition reported and the condition received.
Keep the product secure and accessible while arrangements are made. Return transport must use equipment suitable for the product. We will agree who arranges loading and freight before collection.
3. Freight costs and restocking fees
For an approved change-of-mind return, you pay the agreed return transport and loading costs. A restocking fee of up to 15% of the returned product's net purchase price, after product discounts and before tax, may apply for handling and inspection. We will disclose the actual percentage and amount before you authorize the return. The fee will not exceed a lower fee disclosed when you bought the product.
A separately paid outbound delivery or expedited-service charge is nonrefundable once that service has been performed. If standard delivery was included at no separate charge, we do not invent or deduct an outbound delivery charge from your refund. We do not deduct a delivery charge twice or add an undisclosed handling penalty. Any applicable tax adjustment will be included in the refund calculation.
We do not charge restocking or necessary return-freight fees to resolve a confirmed wrong item, transit damage on delivery we arranged, or a defect for which we are responsible.
4. Damaged, defective, or incorrect products
Inspect the product when safe and report visible problems promptly, preferably within 3 business days of delivery. Include your order reference, a description, and supporting photographs if available. Note visible damage on delivery paperwork where possible. A signature or missed 3-business-day reporting target does not automatically defeat a valid claim for a concealed defect, an applicable warranty, or mandatory legal rights.
Avoid using or modifying a product in a way that could worsen the problem. Contact us before arranging a repair for which you expect reimbursement, except where immediate action is reasonably needed to prevent injury or further damage. We will investigate and arrange an appropriate repair, replacement, or refund in accordance with the problem, any applicable warranty, and your legal rights. We will cover reasonable, necessary transport or repair costs for a confirmed problem for which we are responsible.
If the appropriate remedy is a full return for our error or a qualifying defect, the refund includes the affected product price, applicable tax, and attributable delivery charges. We will not require you to pursue our carrier as your only remedy. Disclosed wear consistent with the agreed condition is not, by itself, a defect; an undisclosed material discrepancy remains reviewable even on a used or as-is product.
5. Cancelling an order
Before acceptance: You may withdraw an order request without a cancellation fee. We will refund any payment received for that request.
Accepted standard orders before dispatch: You may cancel for a full refund before dispatch. Merely scheduling a delivery does not remove this right under our policy.
Custom work: Before accepting a custom order, we will disclose the cancellation terms and obtain your approval to begin the work. If you cancel after approved work or a disclosed noncancelable commitment has begun, we may deduct only the reasonable, documented, unrecoverable costs allowed by that agreement and applicable law. We will provide an itemized account, reduce the deduction by costs we can avoid or recover, and refund the balance. A deposit is not automatically forfeited.
After dispatch: A change-of-mind cancellation is handled as a return, subject to product eligibility and the charges in Section 3. Contact us before directing a carrier to turn around.
If we cannot fulfill the order or you exercise a required shipment-delay cancellation right: We will refund the affected unshipped goods and associated charges without a restocking or custom-cancellation deduction. We will not replace a required refund with store credit.
6. Refund amounts and timing
We will send a written calculation showing the refund and any permitted deduction. For a partial return, we use the amount actually paid for the returned item after its allocated discount. We will not retroactively remove discounts on products you keep unless that condition was clearly disclosed and agreed before purchase.
For an ordinary approved change-of-mind return, we will inspect the product and communicate the refund decision within 5 business days after receipt, then issue the approved refund within 5 business days after that decision. We will explain a disputed condition promptly rather than leave the request open without an answer.
Cancellation refunds will be issued within 7 working days after the refund becomes due, or sooner if applicable law requires. A statutory cancellation refund does not wait for a return inspection when nothing was delivered. For other remedies, we will meet any shorter legally required deadline.
Refunds are made to the original payer through the original payment route where available, or another lawful method agreed with that payer. We may verify payment details to prevent misdirected refunds. We do not ask for your online-banking password or security codes. Your bank's posting time is separate from the date we issue the refund.
7. Your legal rights and contact details
This policy adds a limited change-of-mind option; it does not replace rights under applicable consumer, sales, warranty, or shipment laws. Any mandatory remedy or cancellation right takes priority over a conflicting restriction here.
Email sales@forgecontainers.com with the subject "Return" or "Cancellation" and your order reference, or use our contact page. Delivery procedures are explained in our Shipping & Delivery Policy.