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CUSTOM ORDERS POLICY

At Crown Composite, we take pride in providing tailored solutions for our customers through custom orders. To ensure clarity and alignment with your expectations, please review the following Custom Order Policy before placing your order.

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1. Definition of Custom Orders

Custom orders refer to products that are specifically manufactured or modified based on customer specifications, including but not limited to:

  • Custom colors, sizes, shapes, or designs.

  • Non-standard dimensions or configurations.

  • Products requiring specific fabrication or personalization.

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2. Payment Terms:

  • A non-refundable deposit of 50% is required at the time the custom order is placed.

  • The remaining balance must be paid in full before the order is shipped or picked up.

  • Custom orders will not go into production until payment terms are fulfilled.

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3. Order Confirmation and Approval:

  • Customers are required to review and approve a detailed order confirmation that includes specifications, dimensions, materials, and pricing before production begins.

  • Approval must be provided in writing (via email or signed order form).

  • Once the order is approved, it cannot be modified, canceled, or refunded.

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4. Production Timelines:

  • Custom orders may require additional lead times due to the nature of manufacturing and material sourcing.

  • Estimated production timelines will be provided at the time of order placement but are subject to change based on material availability or production schedules.​​

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5. Non-Returnable and Non-Refundable:

  • Custom orders are final sale and non-returnable unless there is a proven defect caused by the manufacturing process.

  • Defective custom orders will be reviewed under our Damage and Defect Policy for potential resolution.

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6. Customer Responsibility:

  • It is the customer’s responsibility to ensure that all specifications and measurements provided are accurate.

  • Crown Composite is not liable for errors in customer-provided dimensions, specifications, or intended use.

  • ​Customers are encouraged to consult with contractors or professionals for accurate measurements and compatibility with their projects.

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7. Cancellation Policy:

  • Custom orders cannot be canceled once production has begun.

  • For cancellations prior to production, a processing fee of 25% of the total order value will be deducted from the deposit refund.

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8. Warranty Coverage for Custom Orders:

  • Custom orders are covered under Crown Composite Warranties,  for defects related to materials or workmanship.

  • Warranty claims for custom orders follow the same terms and exclusions as standard products.

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9. Dispute Resolution:

  • In the rare event of a dispute regarding a custom order, Crown Composite will work closely with the customer to reach a fair resolution.

  • Customers must notify Crown Composite of any issues in writing within 30 days of delivery.

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FREQUENTLY ASKED QUESTIONS

1. What qualifies as a custom order?

  • Custom orders are specially made products based on unique customer specifications, such as non-standard dimensions, personalized designs, or tailored fabrication. These items are not part of our standard inventory.

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1. How does payment work for custom orders?

  • To begin production on a custom order, we require a 50% non-refundable deposit at the time of order placement. The remaining balance must be paid in full before the item can be shipped or picked up.

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2. How does payment work for custom orders?

  • To begin production on a custom order, we require a 50% non-refundable deposit at the time of order placement. The remaining balance must be paid in full before the item can be shipped or picked up.

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3. Can I make changes to my custom order after placing it?

  • Once you have approved the order specifications in writing, the order is considered final and cannot be changed, canceled, or refunded. We encourage customers to carefully review all details before approval.

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4. How long will it take for my custom order to be completed?

  • Production times for custom orders may vary depending on the complexity of the design and the availability of materials. An estimated timeline will be provided when your order is placed, though unforeseen delays may occur.

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5. Can I return or exchange a custom order?

  • Custom orders are non-returnable and non-refundable unless a manufacturing defect is identified. In such cases, the issue will be evaluated according to our Damage and Defect Policy for resolution.

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6. What should I do if my custom order has a defect?

  • If you suspect a defect, please contact us promptly and provide evidence of the issue. Valid claims will be addressed through repair, replacement, or other resolutions based on our warranty coverage for custom orders.

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7. Who is responsible for providing accurate specifications?

  • It is the customer's responsibility to ensure that all measurements and specifications provided are correct. We recommend consulting with a professional or contractor to confirm the accuracy of your requirements before placing an order.

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8. Can I cancel my custom order if I change my mind?

  • Custom orders cannot be canceled once production has started. If a cancellation is requested before production begins, a 25% processing fee will be deducted from the refund of the deposit.

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9. Are custom orders covered under a warranty?

  • Yes, custom orders are protected under Crown Composite’s warranty for defects in materials or workmanship. Warranty claims for custom products adhere to the same terms and conditions as standard items.

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10. What should I do if there’s a dispute about my custom order?

  • If a dispute arises, Crown Composite is committed to resolving it fairly. Customers must notify us in writing within 30 days of delivery, and we will work closely with you to address any concerns.

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