At VanderLab, every item we produce is custom-made to your specifications. Because of the custom nature of our work, we have specific policies around returns, refunds, and order changes. Please read this policy carefully before placing an order.
Our goal is your complete satisfaction. If something isn\'t right, we want to make it right.
Before production begins, we share design files, dimensions, or a prototype for your review and approval. Your written approval confirms that all specifications are correct and that production may proceed. Please review everything carefully before approving --- once production begins, changes may not be possible.
By placing an order with VanderLab, you acknowledge and accept that custom fabricated items cannot be returned.
If your item arrives defective, broken, or damaged in transit, we will replace it or issue a full refund at no cost to you. To request a replacement or refund:
If we produced an item that does not match the approved design, specifications, or dimensions you confirmed, we will remake or refund the order at no charge. Please contact us within 7 days of receiving your order with documentation of the discrepancy.
If you need to cancel your order before production has started, please contact us as soon as possible. Deposits are non-refundable, but we may be able to apply the deposit toward a future order depending on the circumstances.
Once production has started, cancellations are not accepted and deposits will not be refunded. If significant materials have been purchased for your specific project, you may be responsible for material costs.
If you placed your order through our Etsy shop, Etsy\'s buyer protection policies may apply. Please review Etsy\'s policies at https://etsy.com/legal/policy for more information. For defective or damaged items, contact us directly --- we will resolve it regardless of the platform used.
For questions about your order or this policy, please contact us: