Terms & Returns

This page sets out how an order with Hecrafts works, from the first quote to the warranty. It applies to every order, however you reach us: by email, through this website or through one of our quote tools. Last updated: October 2026.

Seller: [TO FILL: legal company name and registered address of the Hecrafts company]

The short version

• You approve the design proof and then the sample, and we make exactly what you approved
• Orders up to USD 1,000 are paid up front, larger ones in two parts
• Products carry a 3-month warranty against defects in making and plating
• Custom pieces cannot be returned because you changed your mind, but we fix or refund anything that is wrong

Quotes and prices

We quote in US dollars unless we have agreed another currency in writing. A price reflects the size, thickness, metal, plating, number of colours, quantity and packaging you choose. Figures from an online estimator are a guide for standard specifications only. The price that counts is the one written on the quote you receive from our team.

A quote does not include international shipping or import duties unless it says so. You can ask for a DDP price that bundles product, freight and duties into a single total, for shipping to be priced on its own, or for FOB or EXW terms.

Design, proof and colour

Design help is free of charge. If your project needs 3D modelling or a very complex design, we tell you the cost first and go ahead only when you agree. Please read the proof closely, since we build what it shows. Colours are matched against Pantone references, and a screen, a printout and a plated surface will never look identical.

Samples and molds

• Free reference samples: on request we send one or two stock pieces made with a similar process, and the courier cost is yours
• Pre-production sample: made from the finished mold and sent as photos, video or a parcel for your approval. We do not begin the full run before you say yes
• Mold fee: charged once for each design and shown on your quote. It pays for the tooling and the sample, and once the mold exists it is not refunded. When a single design is ordered in a quantity of 10,000 pieces or more, that design’s mold fee is returned to you
• Storage: we keep your mold for five years free of charge, and a reorder in that time needs no new mold fee

Changing or cancelling an order

The earlier you tell us about a change, the easier it is to make. Before production begins we will do our best to fit it in. After the mold has been cut, changing the design means paying for a new mold. If you cancel once production is under way, you pay for the materials, work and machine hours already spent, at cost.

Paying for an order

We schedule production as soon as the payment or deposit reaches us.

Production and delivery

A standard order is ready 12 to 15 days after you approve the sample, and a faster run can be arranged for an extra charge. The transit times we give come from the carriers and are estimates. Customs checks and carrier delays are beyond our control, although we keep following each parcel until it reaches you. Shipping methods and trade terms are laid out on Packaging & Delivery.

Warranty

For 3 months after delivery, and under normal use, we stand behind our products against faults in manufacturing and plating.

We will put right

• Plating that flakes, peels or bubbles
• Enamel or colour faults that came from production
• Fittings that are broken or faulty because of how they were made
• Goods that differ from the sample you approved

Outside the warranty

• Ordinary wear
• Light dulling or a slight colour shift in the plating from natural oxidation, which every metal surface does over time
• Rough handling, accidents and strong chemicals
• Mistakes in artwork that was signed off on the proof
• Damage during shipping, covered in the next section

A few habits help a finish last: store pieces in their packaging, keep them dry, and keep them clear of sweat, perfume and cleaning products.

If something is wrong

1. Photograph or film the problem, including the order label or packaging where you can
2. Email the pictures and your order number within 3 months of delivery
3. We check them against your approved sample and our production records, and answer quickly
4. We agree the remedy with you: rework, replacement or refund for the affected pieces

Shipping damage. If a parcel arrives damaged, photograph the carton and what is inside before you unpack further, and send us the pictures within 7 days. We then send a replacement or refund the damaged goods.

Returns. Each order is made to your design, so we cannot take goods back because you changed your mind. A faulty piece, or one that does not match the approved sample, is a different matter and we put it right.

Refunds. A refund applies to the pieces whose problem we have both confirmed, not to the whole order. We state the amount in writing and pay it back by the method you used.

Your artwork and your privacy

By sending us a logo, trademark or design you tell us you own it or have permission to use it. We keep your designs private and use them for your order only, and we will sign a non-disclosure agreement if you ask. If an order looks like it would infringe someone else’s rights, we may refuse it.

Limit of our liability

The most we can owe for an order is its value. We do not cover indirect losses, such as lost profit or the cost of an event. This does not take away any right you have by law that cannot be limited.

Other points

These terms work together with your written quote and order confirmation, and if the two disagree, the confirmation wins. We may update the terms from time to time, and an order is governed by the version in force on the day you place it. For questions, write to sales@hecrafts.com. Our Privacy Policy explains how we handle your data.