Return & Exchange Policy

Start a Return or Exchange

You have 14 days from the date of delivery to request a return or exchange.
All return and exchange requests must be submitted through our official Return Form or by contacting our customer support team.

Return Eligibility Requirements

  • Products must be unused, not installed, and not attempted to be installed.
  • All items must be returned in their original condition with screws, components, labels, and packaging included.
  • Items showing tool marks, bent terminals, scratched plates, removed screws, modified wiring, or missing parts will not qualify for a refund or exchange.
  • Dimmer returns due to lighting incompatibility are not accepted. It is the customer’s responsibility to ensure their fixtures and LED drivers support TRIAC leading-edge dimmers. We recommend ordering one sample before placing a full order for large projects.

Return Label Instructions

  • After submitting the Return Form, you will receive detailed return instructions and the return address.
  • If the product is defective or covered under warranty, a prepaid return label will be provided.
  • In all other cases, return shipping is the customer’s responsibility.

Return Shipping & Packaging

Please return items in their original packaging and pack securely.
⚠️ We are not responsible for items damaged due to improper return packaging.

Damaged or Incorrect Items

  • Submit the Return Form within 48 hours of delivery and include clear photos or videos.
  • If approved, we will arrange a replacement or refund.
  • After 30 days, damage claims may not be accepted unless extended warranty coverage applies.

Discounted & Final Sale Items

  • Final sale items are not eligible for return or exchange.
  • This includes items purchased with a special, one-time, or courtesy discount (for example: project pricing, make-good discounts, custom quotes, or other non-public promotional adjustments).
  • If a discounted/final sale item is defective or incorrect, we will provide a replacement, repair, or refund as appropriate.
  • This policy applies except where prohibited by applicable law.

Custom, Specialty & Non-Returnable Items

  • Customized products (including engraved and made-to-order items) are non-returnable. This includes all 4-gang plates, 5-gang plates, custom layouts, specialty finishes, and custom configurations.
  • Unlacquered brass and unlacquered aged brass items are non-returnable because each piece begins developing a natural patina and cannot be resold as new.
  • Knobs, handles, and pulls are non-returnable due to handling and installation risk that makes factory condition impossible to verify once opened.
  • Sample Kits are non-returnable but may be reused or installed if you choose to keep them.

Refunds

If your return is approved, your refund will be issued to the original payment method used at checkout (unless otherwise required by applicable law).

  • Inspection required: All returns are inspected upon arrival. If an item is found to be used, installed, damaged, missing parts, or otherwise not in eligible condition, the return may be partially refunded or declined.
  • Shipping fees: Original shipping charges, expedited shipping fees, and any duties/taxes paid are non-refundable (except where the return is due to our error, a verified defect, or where required by law).
  • Return shipping: If the return is not due to a defect or our error, return shipping costs are the customer’s responsibility.
  • Refund amount: Approved refunds typically cover the returned item(s) price minus any applicable restocking fee and non-refundable charges described above.
  • Chargebacks: If a chargeback or payment dispute is opened before a return is completed, the refund process may be paused until the dispute is resolved.
  • Exchanges: For exchanges, replacement items ship after the return is approved (or as otherwise instructed). If the replacement item has a different price, we may collect or refund the difference.

Refund Processing Time

Approved refunds are issued within 3–10 business days after we receive and inspect the returned item.
Additional processing time may apply depending on your payment provider.

Restocking Fees

Returns not related to product defects may incur up to a 25% restocking fee to cover inspection, handling, and repackaging.
Returns that do not meet policy conditions (used, damaged, or late) may be partially refunded or declined.

Unreceived Orders

If your package has not arrived within 30 business days, please contact us.
We are not responsible for delays or lost shipments resulting from incorrect shipping information provided at checkout.

Order Cancellation

Orders may be canceled before shipment by contacting info@plateprestige.com.
Once shipped (typically within 1–2 business days), cancellations are no longer possible.
You must then wait for the package to arrive and submit a return through the Return Form.