Refund policy

Refund and Return Policy

At Ornate Steelworks, we take pride in the craftsmanship of our industrial-grade steel products. If you are not entirely satisfied with your purchase of an in-stock item, we are here to help.

1. Return Window

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

2. Eligibility & Condition

To be eligible for a return, your item must be in the same condition that you received it:

  • Unused and Unworn: Items must show no signs of installation or wear.

  • Hardware Integrity: All components, including heavy-duty industrial hinges and mounting hardware, must be included.

  • Original Packaging: Items must be in their original packaging with all tags attached.

  • Proof of Purchase: You’ll need the receipt or order number.

3. Non-Returnable Items (Custom Orders)

Please note that any item custom-made to your specifications is NOT eligible for return or refund. This includes custom-sized gates, personalized steel signage, or bespoke industrial hardware. These are considered final sales.

  • Sale Items & Gift Cards: We do not accept returns on sale items or gift cards.

4. Return Process

To start a return, contact us at connect@ornatesteelworks.com.

  1. If your return is accepted, we will send you a return shipping label and instructions.

  2. Return Shipping Cost: For non-defective returns (buyer’s remorse), the cost of the return shipping label will be deducted from your final refund.

  3. Restocking Fee: We charge a 30% restocking fee for standard in-stock items.

  4. Items sent back to us without first requesting a return will not be accepted.

Return Address: 136 Winges Rd Unit 6, Woodbridge, ON L4L 6C3, Canada.

5. Damages and Issues

Please inspect your order upon reception. Contact us immediately if the item is defective, damaged, or if you receive the wrong item. For industrial products, please ensure all heavy-duty hinges and structural welds are inspected for transit damage before installation. We will evaluate the issue and make it right at no cost to you.

6. Exchanges

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, make a separate purchase for the new item.

7. Refunds

We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at connect@ornatesteelworks.com.