RETURN & REFUND POLICY

Last updated: September 7, 2026

At Custom Notch Creations, we take pride in the products we make and want you to be satisfied with your order. Because many of our products are personalized or made specifically for each customer, return eligibility depends on the type of product purchased.

STANDARD, NON-PERSONALIZED PRODUCTS

We accept returns of eligible standard, non-personalized products within 30 days of delivery.

To qualify for a return, the product must be:

Unused and in its original condition
Free from damage, alterations, or signs of installation
Returned with all included parts, hardware, and accessories
Accompanied by the original order number or proof of purchase

To begin a return, email customnotchcreations@gmail.com with your name, order number, item being returned, and reason for the return.

Returns must be approved before they are shipped. Items returned without prior approval may not be accepted.

For approved returns, Custom Notch Creations will provide a prepaid return shipping label. There is no restocking fee for eligible returns.

PERSONALIZED AND MADE-TO-ORDER PRODUCTS

Personalized, customized, and made-to-order products are created specifically for the customer and cannot be resold. For this reason, these products are not eligible for returns or exchanges due to buyer’s remorse, incorrect measurements supplied by the customer, a change of mind, or dissatisfaction with an approved design.

This includes, but is not limited to:

Custom address signs
Personalized metal signs
Custom hitch receiver covers
Custom fire pits or fire rings
Products made with customer-supplied names, numbers, logos, artwork, dimensions, colors, or designs
Any product identified as custom or made to order

Custom orders may only be canceled before design work or production begins. Once a design has been approved, materials have been ordered, or fabrication has started, the order cannot be canceled or refunded.

DAMAGED, DEFECTIVE, OR INCORRECT ORDERS

If your order arrives damaged, defective, incorrect, or materially different from the approved order, contact us within seven days of delivery.

Email customnotchcreations@gmail.com and include:

Your name and order number
A description of the problem
Clear photographs of the product
Photographs of the packaging and shipping label if the item was damaged during shipping

Please keep the product and all original packaging until the claim has been resolved. Discarding the packaging may affect our ability to file a claim with the shipping carrier.

After reviewing the issue, we may repair the product, send a replacement, provide replacement parts, or issue a full or partial refund, depending on the circumstances. Custom Notch Creations will cover reasonable return or replacement shipping costs when the product is confirmed to be damaged, defective, incorrect, or materially different from the approved order.

Damage caused after delivery by improper installation, misuse, modification, accidents, weather exposure, untreated raw steel, normal wear, or failure to follow product-care instructions is not considered a manufacturing defect.

RAW STEEL PRODUCTS

Raw and unfinished steel will naturally rust, discolor, and oxidize when exposed to moisture, humidity, heat, or outdoor conditions. These natural surface changes are not considered defects.

Customers are responsible for properly cleaning, coating, maintaining, and storing raw-steel products unless a protective finish was included in the original order.

EXCHANGES

Eligible standard, non-personalized products may be exchanged within 30 days of delivery, subject to product availability.

Personalized and made-to-order products cannot be exchanged unless they arrive damaged, defective, incorrect, or materially different from the approved order.

REFUNDS

After an approved return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method within 10 business days. Your bank or credit-card company may require additional time to process and post the refund.

Original expedited-shipping charges, if any, are nonrefundable unless the return resulted from an error by Custom Notch Creations.

If more than 15 business days have passed since your refund was approved, contact us at customnotchcreations@gmail.com.

NONRETURNABLE ITEMS

The following items cannot be returned unless they arrive damaged, defective, or incorrect:

Personalized products
Made-to-order products
Custom-designed products
Products altered or modified after delivery
Installed, used, or damaged products
Clearance or final-sale products
Gift cards
Digital designs, files, or services that have already been delivered

RETURN SHIPPING

Do not mail a product back without contacting us first.

Approved returns must be shipped using the prepaid return label and instructions provided by Custom Notch Creations. We are not responsible for products returned to an unauthorized address or shipped without prior approval.

ORDER CHANGES AND CANCELLATIONS

Requests to change or cancel an order must be submitted as soon as possible.

Standard orders may be canceled before shipment. Personalized and made-to-order orders may only be canceled before design work, material ordering, or production begins.

We cannot guarantee that a change or cancellation request can be accommodated after an order has entered production.

For return, refund, exchange, cancellation, or order-related questions, contact:

Custom Notch Creations
Email: customnotchcreations@gmail.com
Phone: 210-379-5303
Business address: 5945 Curran Dr., Von Ormy, Tx., 78073
Customer-service hours: Mon-Fri, 8am - 5pm

This policy does not limit any rights available to customers under applicable law.