Return & Exchange Policy
PlatePrestige Return & Exchange Policy
Returns & Exchanges
Our return and exchange policy, eligibility requirements, refund process, and non-returnable item categories — clearly explained.
In this guide
01 — Getting Started
How to Start a Return or Exchange
All return and exchange requests must be submitted through our official Return Form or by contacting our customer support team directly.
You have 14 days from the date of delivery to submit a return or exchange request. Requests received after this window will not be accepted.
How to submit
Complete the official Return Form or contact our team at info@plateprestige.com with your order number, the item(s) you wish to return, and the reason for the return.
02 — Eligibility
Return Eligibility Requirements
Items must meet all of the following conditions to qualify for a return or exchange. All returns are inspected upon arrival.
- ✓ Item is unused, not installed, and no installation was attempted
- ✓ Item is returned in original condition with all screws, components, labels, and original packaging included
- ✕ Items showing tool marks, bent terminals, scratched plates, removed screws, modified wiring, or missing parts do not qualify and will be declined or partially refunded
- ✕ Dimmer returns due to lighting incompatibility are not accepted. It is the customer's responsibility to confirm that fixtures and LED drivers are compatible with TRIAC leading-edge dimmers before purchasing. We strongly recommend ordering a single sample unit before placing a full project order.
03 — Shipping the Return
Return Labels & Packaging
Return instructions and the return address are provided after your request is reviewed and approved.
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Defective or Warranty ReturnsIf your item is confirmed defective or covered under warranty, a prepaid return label will be provided at no cost to you.
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All Other ReturnsReturn shipping costs are the customer's responsibility. We recommend using a tracked shipping method — we cannot process returns for items lost in transit.
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Packaging RequirementsReturn items in their original packaging and pack them securely to prevent transit damage. Use the same care you would for fragile hardware.
04 — Delivery Issues
Damaged or Incorrect Items
If your order arrives damaged or contains incorrect items, act promptly — claims must be submitted within 48 hours of delivery.
Submit your claim within 48 hours of delivery with clear photos or video of the damage or incorrect item. Claims submitted after this window may not be accepted.
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How to ClaimComplete the Return Form within 48 hours and attach clear photos or video documenting the damage or incorrect item. Include your order number.
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If ApprovedWe will arrange a replacement or full refund at no additional cost to you, including a prepaid return shipping label.
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After 30 DaysDamage claims submitted more than 30 days after delivery may not be accepted unless the item is covered under an extended warranty.
05 — Discounted Items
Discounted & Final Sale Items
Items purchased at a special or non-public discount are considered final sale and are not eligible for return or exchange.
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No Returns or ExchangesFinal sale items are not eligible for return or exchange under any circumstances, except as noted below.
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Defective or Incorrect Final Sale ItemsIf a final sale item arrives defective or incorrect, we will provide a replacement, repair, or refund as appropriate — regardless of the final sale designation.
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Legal Rights PreservedThis policy applies except where prohibited by applicable law. Nothing in this policy limits or excludes any rights you may have under consumer protection legislation in your jurisdiction.
06 — Non-Returnable Items
Custom, Specialty & Non-Returnable Items
The following product categories are non-returnable by nature due to customisation, open-box status, handling risk, or unique material properties.
✕ Non-Returnable
Open Box Items
All open box sales are final and cannot be returned or exchanged. Open box items are sold at a discount and accepted by the customer in as-is condition.
✕ Non-Returnable
Custom & Made-to-Order Items
Engraved products, 4-gang and 5-gang plates, custom layouts, specialty finishes, and all custom configurations. These are manufactured specifically for your order.
✕ Non-Returnable
Unlacquered & Aged Brass
Unlacquered brass and unlacquered aged brass items begin developing a natural patina immediately after manufacture and cannot be returned to factory condition for resale.
✕ Non-Returnable
Knobs, Handles & Pulls
Due to handling and installation risk, factory condition cannot be reliably verified once these items have been opened or handled.
✕ Non-Returnable
Sample Kits
Sample kits are non-returnable. However, if you choose to keep them, they may be installed and used as part of your project.
Defective non-returnable items
If any non-returnable item arrives defective or damaged, the same 48-hour claim process applies. We will arrange a replacement or remedy regardless of the non-returnable status.
07 — Refunds
Refund Policy
Approved refunds are issued to the original payment method. All returns are inspected before a refund is processed.
Approved refunds are issued within 3–10 business days of receiving and inspecting the returned item. Additional time may apply depending on your payment provider.
| Refund method | Issued to the original payment method used at checkout, unless otherwise required by applicable law |
| Inspection | All returns are inspected on arrival. Items found to be used, installed, damaged, or missing parts may be partially refunded or declined |
| Original shipping fees | Non-refundable, except where the return is due to our error, a verified defect, or where required by law |
| Return shipping cost | Customer's responsibility unless the return is due to a defect or our error |
| Refund amount | Item price minus any applicable restocking fee and non-refundable charges |
| Exchanges | Replacement ships after the return is approved. If the replacement has a different price, the difference will be collected or refunded accordingly |
| Chargebacks | If a payment dispute is opened before a return is completed, the refund process will be paused until the dispute is resolved |
08 — Restocking
Restocking Fees
Returns not related to a product defect or our error may be subject to a restocking fee to cover inspection, handling, and repackaging.
Applied to qualifying returns that are not due to a defect or our error. The exact fee depends on the product, condition, and return circumstances.
09 — Missing Packages
Unreceived Orders
If your order has not arrived within the expected delivery window, please contact us and we will investigate with the carrier on your behalf.
If your package has not arrived within 30 business days of your ship date, contact us at info@plateprestige.com with your order number.
Address accuracy
We are not responsible for delays or lost shipments resulting from an incorrect or incomplete shipping address provided at checkout. Please verify your address carefully before placing your order.
10 — Cancellations
Order Cancellations
Orders can be cancelled before they are shipped. Once an order enters the shipping process, cancellation is no longer possible.
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Cancelling Before ShipmentContact us at info@plateprestige.com as soon as possible with your order number. Orders typically ship within 1–2 business days of placement.
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After ShipmentOnce your order has shipped, cancellation is no longer possible. You will need to wait for the package to arrive and submit a return through the Return Form within the 14-day window.
Need help with a return?
We're here to make it easy.
Contact our team or submit the Return Form and we'll guide you through every step of the process.