Refund policy

Thank you for shopping at LetiMat. We value your business and strive to provide the highest quality building and interior materials for your projects.

Because architectural materials (such as custom-sized aluminum windows, doors, carbon crystal boards, and fluted WPC wall panels) involve tailored engineering dimensions and high international shipping/ocean freight costs, our refund and return policies are strictly structured as follows:

1. CUSTOMIZED AND MADE-TO-ORDER PRODUCTS
Please note that all customized, altered, or made-to-order products CANNOT be returned, refunded, canceled, or exchanged once production has commenced in the factory.
This includes products tailored to specific project sizes, colors, and material specifications. We highly recommend purchasing a Sample Pack and confirming all shop drawings with our sales engineers before finalizing your bulk order.

2. DAMAGE IN TRANSIT & DEFECTIVE MATERIALS
Architectural materials are heavy and shipped via ocean freight. If your cargo arrives damaged or broken upon arrival at your port or delivery address:
- You must inspect the wooden crates or pallets and report any damage within 48 hours of cargo receipt.
- Clear photos or videos of both the damaged packaging and the affected materials must be sent to leticiatengfacai@gmail.com or your dedicated WhatsApp sales manager.
- Upon verification, we will arrange a free reproduction and replacement shipment of the damaged pieces, or issue a corresponding store credit.

3. STANDARD STOCK ITEMS
For standard, non-customized stock items (if applicable), return requests must be submitted within 14 days of delivery. 
- The items must be unused, unaltered, uninstalled, and in the exact same condition that you received them.
- Materials must be in their original packaging, bundles, or wooden crates.
- Customers are responsible for paying all return international shipping fees, port charges, and customs duties. Original shipping and ocean freight charges are non-refundable.

4. ORDER CANCELLATIONS & OCEAN FREIGHT
Orders for standard stock products can only be canceled before they are dispatched from our warehouse.
Once the cargo has been loaded into the container, cleared customs, or departed from the loading port, the order cannot be canceled, recalled, or intercepted.

5. HOW TO INITIATE A REQUEST
To report damaged materials or submit an inquiry for stock item returns, please contact our support team at leticiatengfacai@gmail.com or contact us directly via WhatsApp +86 13066968769 with your Order Number and project blueprints. Our team will review your request within 24 hours.