Effective date: July 29, 2026
This Refund and Returns Policy applies to purchases made from The Steel Canvas through thesteelcanvas.com. Because many of our products are engraved, personalized, hand-finished, or made specifically for each customer, return eligibility depends on whether production has begun and whether the item is customized.
Order cancellations
Contact us as soon as possible if you need to cancel an order. A cancellation may be accepted only before design work, material preparation, engraving, or production has begun. Once work has started, the order generally cannot be cancelled or refunded.
Custom and personalized products
Unless a product page expressly states otherwise, engraved, customized, personalized, and made-to-order products are final sale. These products cannot normally be returned or refunded because of a change of mind, incorrect information supplied by the customer, fitment or compatibility issues the customer was responsible for confirming, or dissatisfaction with details shown in an approved proof.
Damaged, defective, or incorrect items
If an item arrives damaged, defective, or materially different from the approved order because of an error by The Steel Canvas, contact us within three business days of confirmed delivery.
Please include:
- Your order number
- A description of the problem
- Clear photographs of the item
- Photographs of the packaging when shipping damage is involved
Keep the original item and packaging until the claim has been reviewed. Depending on the circumstances, we may offer a repair, replacement, store credit, or refund. We may require the item to be returned before providing a remedy.
Authorized returns
Do not send an item back without authorization. Unauthorized returns may be refused. If a return is approved, we will provide return instructions. Items must be returned in the condition requested and with any original packaging or components specified in those instructions.
Refund processing
Approved refunds are issued to the original payment method. Processing time after we submit a refund depends on the payment provider and the customer’s bank or card issuer. Shipping charges are not refundable unless the return results from damage, a defect, or an error by The Steel Canvas. Payment-processing fees may be non-refundable where permitted by law.
If a refund has been confirmed but does not appear after the time stated by your payment provider, contact your bank or card issuer first. If you still need assistance, contact us with your order number.
Contact us
For cancellation, return, or refund questions, use our Contact page. Include your order number so we can locate the purchase quickly.
This policy does not limit any rights or remedies that cannot legally be excluded under applicable consumer-protection law.