Return Policy

Our team ensures strict quality control at every stage. However, there may be situations where products need to be returned. In such cases, Aspersteel follows a return policy that is as transparent and fair as possible. Our goal is to resolve any issues quickly and fairly so that you can work with peace of mind, knowing you have a reliable partner behind you.

Order Cancellation

A customer may cancel an order free of charge at any time before it is shipped from the warehouse.

Once the shipment has been handed over to the carrier, cancellation is possible only with the manager’s approval. In this case, the Company reviews each case individually and strives to find the best solution for both parties.

Return Terms and Conditions

Returns are accepted in the following cases:

discovery of a manufacturing defect;
picking error or incorrect items in the order;
non-compliance of the delivered metal with the agreed specifications.

An official return request must be submitted within 5 business days from the date of receipt of the goods. The company will review the request within 30 business days. Returns are only possible provided that the products have not been used, are in saleable condition, and all delivery documents have been retained.

Standard Size Materials

Standard-size rolled metal products (sheet, coil, pipe, profile, etc.) may be returned provided the following conditions are strictly met:

the original packaging is intact and undamaged;
the products show no signs of physical damage or use;
all markings and accompanying documents are fully intact.

If these conditions are not met, the goods will not be accepted for return.

Custom-Cut Materials

Products manufactured or cut strictly according to your drawings and dimensions are non-returnable. The only exception is confirmed manufacturing defects.

Damaged or Incorrectly Delivered Materials

If damage is discovered upon receipt or the incorrect item was shipped, please proceed as follows:

immediately notify your personal manager;
send photos and videos documenting the damage or discrepancy;
describe the problem in detail.

Our managers respond promptly to such inquiries and take all necessary measures.

Claims and Compensation

After a thorough review of the claim, Aspersteel offers one of the following solutions:

Product replacement is possible in cases of defects, incorrect delivery, or significant non-compliance with specifications.
Partial compensation applies to minor deviations that do not affect the product’s further use.
A full refund is provided in cases of serious defects where the product cannot be used for its intended purpose.

We give every customer our full attention in such situations and strive to resolve all issues in the best possible way.

Stages of the Return Process

If the return is due to our fault (defect, incorrect order, damage during shipping), Aspersteel covers all costs for return logistics, packaging, and customs clearance.

If the return is initiated by the customer (e.g., due to an order error or a change in requirements), the customer is responsible for the return shipping costs.

The method and route of return shipment are always agreed upon with the manager in advance.

The process includes the following steps:

The customer contacts their personal account manager and describes the issue.
An official return request is submitted, including the order number, a description, and photos or videos.
The company reviews the request within 30 business days.
If approved, the customer receives detailed return instructions.
The product is delivered to our warehouse and undergoes a re-inspection.

At the end of the process, a final decision is made: replacement, compensation, or refund.

Refunds

Refunds are processed via the same payment method used for the original purchase (bank transfer, credit card, PayPal, etc.).

The refund period is up to 10 business days from the date the return is approved and the product is received at our warehouse.

Aspersteel guarantees: every return is reviewed individually, fairly, and as quickly as possible. If you have any questions regarding quality or product specifications, please contact us.