Refund policy

Last Updated: August 2026

At Ornate Steel Works, we are committed to providing high-quality products and ensuring customer satisfaction. If you are not satisfied with your purchase, you may request a return in accordance with the terms outlined in this Return & Refund Policy.

This policy applies to eligible orders delivered within Canada and the United States.

1. Returns

We accept eligible returns within 14 days of the delivery date for orders delivered within Canada and the United States.

To be eligible for a return:

• The item must be unused and in the same condition as received.
• The item must be returned in its original packaging.
• The item must not have been damaged, modified, installed, or altered after delivery.
• A valid proof of purchase or order confirmation must be provided.
• The return request must be submitted within 14 days of delivery.

Returns requested after 14 days from the delivery date will generally not be accepted.

Certain products may not be eligible for return due to their size, customization, manufacturing requirements, or other product-specific conditions. If an item is non-returnable, this will be communicated before or at the time of purchase where applicable.

2. How to Start a Return

To initiate a return, you must contact us before sending the product back.

Email: connect@ornatesteelworks.com
Phone: +1 (365) 882-2213

Please provide:

• Your order number
• Your name and contact information
• The reason for the return
• Photos of the product, if requested

All returns must receive prior approval from Ornate Steel Works before being shipped back.

Returns sent without prior approval may be refused or returned to the sender.

3. Return Shipping

Unless the return is due to a damaged, defective, incorrect, or otherwise incorrect item supplied by Ornate Steel Works:

• The customer is responsible for return shipping costs.
• Original shipping costs are generally non-refundable.
• Any applicable customs, duties, brokerage, or other charges associated with returning an order from the United States are the customer's responsibility.

We strongly recommend using a trackable shipping service and retaining proof of shipment. Ornate Steel Works is not responsible for products lost or damaged while being returned by the customer.

Return shipping instructions and the appropriate return address will be provided after your return request has been approved.

4. Restocking Fee

Approved returns are subject to a 30% restocking fee, which will be deducted from the eligible refund amount.

The restocking fee covers costs associated with inspection, handling, repackaging, inventory processing, and preparing returned products for resale.

The restocking fee does not apply when the return is approved because:

• The item arrived damaged
• The item is defective
• The wrong item was shipped by Ornate Steel Works

5. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 7 days of delivery.

To help us investigate the issue, please provide:

• Your order number
• A description of the issue
• Clear photos of the product
• Photos of the packaging and shipping label
• Any other information reasonably requested by our team

After verification, we may provide one of the following remedies, depending on the circumstances:

• A replacement product
• Replacement parts, where applicable
• A repair or other reasonable solution
• A full refund

No restocking fee will be applied to approved returns resulting from damage, defects, or an incorrect item shipped by Ornate Steel Works.

Please do not return a damaged, defective, or incorrect item before receiving instructions from our team.

6. Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved or rejected.

If your refund is approved:

• The applicable 30% restocking fee will be deducted from the refund amount.
• Refunds will be issued to the original payment method used for the purchase.
• Refund processing generally takes 5–10 business days after approval, depending on your bank or payment provider.
• Original shipping costs are generally non-refundable unless the return is due to an error on our part.

The time required for the refunded amount to appear in your account may vary depending on your payment provider or financial institution.

7. Refunds for Damaged or Incorrect Items

If a return is approved because the item was damaged during delivery, defective, or incorrectly shipped by Ornate Steel Works:

• No restocking fee will be charged.
• We will provide a replacement or full refund, depending on the circumstances.
• Return shipping arrangements will be provided by Ornate Steel Works where applicable.

8. Items Not Eligible for Return

Items may not be eligible for return if they:

• Are returned after the 14-day return period
• Have been used, installed, modified, or altered
• Are damaged due to improper handling, installation, or use by the customer
• Are missing original packaging or components where those are required for return
• Were customized or specially manufactured for the customer, unless the item is defective or incorrect
• Are otherwise identified as non-returnable before purchase

9. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible at connect@ornatesteelworks.com.

We will attempt to accommodate cancellation requests made before the order has been processed or shipped. However, once an order has entered processing, production, fulfillment, or shipping, cancellation may no longer be possible.

If an order cannot be cancelled and is eligible for return, the standard Return & Refund Policy will apply.

10. United States Orders

For orders delivered to the United States, the same general return requirements outlined in this policy apply.

Customers returning products from the United States may be responsible for return shipping costs and any applicable customs, duties, brokerage fees, or other charges associated with returning the product, unless the return is due to an error, defect, or damage attributable to Ornate Steel Works.

Any rights that cannot legally be excluded or limited under applicable U.S. federal or state law remain unaffected by this policy.

11. Policy Changes

Ornate Steel Works reserves the right to update or modify this Return & Refund Policy from time to time.

Any changes will be posted on this page with an updated “Last Updated” date.

The policy in effect at the time of your purchase will generally apply to that order, subject to applicable law.

12. Contact Information

If you have any questions about this Return & Refund Policy or would like to request a return, please contact us:

Ornate Steel Works
136 Winges Rd
Woodbridge, ON L4L 6C3
Canada

Email: connect@ornatesteelworks.com
Phone: +1 (365) 882-2213
Website: ornatesteelworks.com