Refund policy

Every custom piece begins as a conversation. We walk through the details that matter — dimensions, finish, structure, intended use — and we do our best to surface anything that could affect the final result. But a conversation, however thorough, cannot capture every possible detail of a piece that doesn't exist yet.

We cannot accept a return because the finished piece did not match a mental picture that was never communicated to us. If a detail was never discussed, we make a reasonable, professional assumption and build accordingly — we cannot be held responsible for expectations we were never made aware of.

If, once delivered, the piece doesn't reflect something you expected but never mentioned, talk to us. We may be able to modify the piece to meet that expectation. Because this falls outside the original order, this kind of adjustment is usually treated as additional work and may carry an extra cost.

We cannot accept a return on the basis that a color or texture didn't match a digital sample or reference image. Screens render color differently depending on the device, display calibration, and even the room lighting a photo was taken in. A shade of matte black on your phone is not guaranteed to be the same shade of matte black in person — this is a limitation of digital color, not a fault in the work.

Where a mismatch in tone is a genuine concern to you, Outbox may offer to adjust the finish. Whether this is done free of charge or at an extra cost depends on the scope of the adjustment and is assessed case by case.

Outbox may share an estimated completion date with you when you place your order. This estimate is communicated in good faith and reflects our production queue at the time of ordering — but it is not a guarantee. Steel fabrication and outsourcing secondary materials from suppliers such as wood, glass, marble etc. involves real variables: order volume ahead of yours, finishing time, and occasional delays outside our control.

Refunds and returns are not accepted on the grounds that a deadline was missed. If timing is a hard constraint for you — an event, a move-in date, a handover — please tell us before you order, and please build in flexibility. Outbox is not responsible for the consequences of a tight personal schedule against an estimated production date.

If an item arrives damaged and the damage can be repaired, we will not issue a refund outright — instead, Outbox will offer a resolution, which typically means an on-the-spot repair or a return to our workshop where it will be repaired and sent back.

If that resolution genuinely does not resolve the damage, we will then open a conversation about a return and refund. We ask that you give the resolution process a fair chance first — most damage on solid steel pieces is fixable, and a repair is almost always faster than a rebuild.

Please inspect your item(s) on the spot, at the moment of delivery. Any damage or anomaly should be reported to us immediately, ideally with photos taken right there in front of the courier or delivery team.

Damage reported after delivery has been accepted will be treated as accidental damage and will fall outside the scope of this policy. This isn't about distrust — it's simply that once an item has left our hands and entered your space, we have no way to determine when or how any new damage occurred.

Once production has started on your piece, the order cannot be cancelled. At that point, materials have been cut, work has begun, and the piece is being built specifically for you.

If you cancel before production has started, we will issue a refund minus any fees already incurred in processing the order (for example, payment processing fees or costs already committed on your behalf).

We understand that plans evolve. If you'd like to request a change after payment has been made and production has already started, we're happy to accommodate it where possible — but any such change will come with additional fees and additional production time, proportional to the scope of the change and the stage of work already completed.

On rare occasions, external factors affecting production — material shortages, equipment issues, or circumstances beyond our control — may require Outbox to cancel an order. This is uncommon.

If it happens, you will receive a full refund, no exceptions.

Outbox does not offer exchanges. Because every piece is custom-built to order, an "exchange" would in practice mean scrapping a finished piece and beginning an entirely new one — there is no inventory to swap into.

It's your responsibility to confirm, ahead of ordering, that the piece and its specifications are the right fit for your intended space — dimensions, clearance, doorways, and placement included. If our website doesn't give you enough information to make that call confidently, reach out before ordering. We would always rather answer a question upfront than have you second-guess a finished piece.

Outbox is a workshop, not a factory line. Every piece is shaped, welded, and finished by hand, which means every piece carries small, natural variations that come with real craftsmanship rather than mass production. The following are not considered defects, and the reverse — the following genuinely are.

Outbox is not responsible for damage that occurs while an item is in transit with a delivery courier. That said, we won't leave you to sort it out alone — we will investigate the incident directly with the delivery company and work with you on a resolution.

Most disagreements after delivery come from a detail that was never discussed before production began. If you're unsure about a finish, a dimension, a color, or how a piece will feel in your space — ask us first. It costs nothing and it's the single best way to make sure your piece turns out exactly as you imagined.