At Cantrex Limited, we’re committed to delivering high-quality products and excellent service. If you encounter an issue with your order, our team is here to help resolve it as quickly and smoothly as possible.
Return Authorization
- Merchandise may not be returned without prior written approval.
- To request a return, please contact Customer Services or your sales representative with your order number, invoice number, and shipping date.
- Once your return request is reviewed, an RMA (Return Merchandise Authorization) number and instructions will be provided.
- Unauthorized returns will be refused.
Return Eligibility
- Returns are accepted only for defective products or shipping errors, unless otherwise authorized in writing.
- Damage or shortages must be reported within 15 business days of delivery.
- All return requests must be made within 30 days of order receipt. Returns after 30 days will not be accepted.
- Items must be in unused, resalable condition, with original packaging intact and no repackaging required.
- The following items are non-returnable:
- Customized, cut-to-length, or modified products.
- Obsolete, discontinued, or close-out items.
- Items marked “Final Sale” or “Clearance”
Return Shipping
All return shipments must be sent Freight Prepaid, unless otherwise arranged and approved by Cantrex Limited
Customers are responsible for proper packaging and safe return of merchandise. In some cases they have to return in the crating manner.
Inspection & Credit
- Returned material is subject to inspection and approval prior to issuing credit.
- A 10% restocking fee applies to all authorized returns, unless waived in writing.
- Credit will be issued within 10 business days of inspection.
- Do not deduct returns from remittance or charge our account—credit memos must be issued first.
- Credit memos are valid for 6 months from the issue date and may be applied to future orders.
Shipping & Damaged Shipments
For information about shipping methods, delivery timelines, and how to handle damaged or lost shipments, please visit our Shipping Information page.
FAQ
How Do I request a return?
Email sales@cantrexaluminium.com with your order number, invoice, shipping date, and reason for the return. (we have to get new email)
Do you cover return shipping?
Return shipping is the customer’s responsibility unless the return is due to a shipping error or defective product.
What is the 10% stocking fee for ?
It covers handling, repackaging, and restocking unless otherwise waived in writing.
Can I return a cut to length or custom order?
No, customized or modified items cannot be returned.
How long it takes to receive my refund or credit?
Within 10 business days after the returned item passes inspection at our plant
