Return and Refund Policy

Last updated: July 8, 2026

Eone Industry supplies B2B fencing, gates, hardware, architectural metalwork, and related custom or project-based products. Because many products are made to order, customized, cut to size, powder coated, fabricated, branded, packed, or shipped according to customer specifications, return and refund eligibility depends on the product type and order status.

Custom and Made-to-Order Products

Custom, made-to-order, cut-to-size, project-specific, private-label, special finish, special color, fabricated, or otherwise customized products are not eligible for return or refund unless there is a confirmed manufacturing defect, fulfillment error, or product quality issue caused by Eone Industry.

Standard Products and Samples

For eligible standard products or sample orders that are not customized, customers may request a return within seven (7) calendar days after delivery. Products must be unused, uninstalled, undamaged, and in their original packaging. Return requests must be approved by Eone Industry before any item is shipped back.

Defective, Damaged, or Incorrect Items

If an item is defective, damaged in transit, or different from the confirmed order specification, please contact us within seven (7) calendar days after delivery. Please include your order number, product photos or videos, packaging photos, and a clear description of the issue.

After review and confirmation, Eone Industry may provide a replacement, repair solution, refund, credit, remake, or other reasonable remedy. If the issue is confirmed as a manufacturing defect or Eone Industry fulfillment error, Eone Industry will cover the approved replacement or return shipping cost.

Customer Specification Errors or Project Changes

Returns, refunds, or cancellations are not accepted for products made according to confirmed customer specifications if the issue is caused by incorrect measurements, wrong specifications supplied by the customer, project changes, customer design changes, or cancellation after production has started.

Return Shipping Costs

For approved returns that are not caused by a confirmed Eone Industry error or manufacturing defect, the customer is responsible for return shipping, duties, taxes, customs charges, and other return-related costs. Approved returns may need to be shipped to our designated warehouse in China or another warehouse location provided by our support team.

Refunds

Refunds are processed only after returned items are received and inspected, or after Eone Industry confirms that a refund is the appropriate remedy. If approved, refunds will be issued to the original payment method or another agreed business payment method. Processing time is normally 5-10 business days after approval, depending on the payment provider or bank.

Original outbound shipping, duties, taxes, customs fees, bank fees, and other service charges are not refundable unless the refund is caused by a confirmed Eone Industry error or manufacturing defect.

Exchanges

For eligible standard products, exchanges may be requested within thirty (30) calendar days after delivery, subject to stock availability and written approval. Custom or made-to-order products are not eligible for exchange unless there is a confirmed quality issue or fulfillment error.

How to Contact Us

To request a return, refund, exchange, replacement, or quality review, contact Eone Industry after-sales support:

Email: services@eoneindustry.com
Website: https://www.eoneindustry.com

Please do not send any product back before receiving written return instructions from Eone Industry. Items returned without approval may be refused or may not qualify for a refund.