Returns & Refund Policy
kristoFOAM Industries manufactures every product to your exact specification. Our returns policy reflects the custom nature of our work — fair, transparent, and focused on making things right when something goes wrong.
Policy Overview
Understanding our returns and refund policy before you order.
kristoFOAM Industries is committed to delivering products that meet or exceed your approved specifications every time. Where we fall short — through a manufacturing defect, shipping error, or quality failure — we will work quickly to make it right at no cost to you. This policy outlines what is and is not eligible for return, how to initiate a claim, and how refunds are processed.
Custom-Made Products
The nature of our business — what this means for returns.
This policy exists because our manufacturing process begins immediately upon order confirmation, with materials allocated and tooling prepared specifically for your program. We encourage all customers to:
- Review and approve all design files, drawings, and sample parts before authorising production runs
- Confirm quantities carefully — we are happy to advise on optimal order quantities
- Request prototype or first-article inspection (FAI) parts before full production where applicable
- Communicate any specification changes as early as possible to avoid production waste
Eligible Returns
Circumstances under which a return or replacement will be accepted.
We stand fully behind the quality of our work. Returns and replacements are accepted in the following circumstances:
Parts that do not meet agreed specifications due to a production error on our part (e.g. incorrect dimensions, wrong material, delamination).
Where kristoFOAM produced parts to an incorrect specification due to an internal documentation or engineering error.
KristoFOAM shipments received showing visible damage must be reported within 48 hours of delivery, with photographic evidence submitted for KristoFOAM’s review. For all EXW (Ex Works) shipments, responsibility rests solely with the customer or the customer’s designated carrier.
Where the incorrect product, quantity, or variant was dispatched from our facility due to a picking or packing error.
Custom-manufactured products cannot be returned due to a change in project requirements, design direction, or over-ordering.
Parts manufactured exactly to customer-provided drawings or files that are subsequently found to contain an error in the original specification.
Products that have been cut, assembled, installed, or otherwise modified after delivery cannot be returned.
Defect or damage claims raised more than 30 days after confirmed delivery will not be accepted.
Return Process
How to initiate a return in four simple steps.
Refunds
How and when refunds are issued.
Where a return is approved and a refund is the agreed resolution, the following applies:
- Method — Refunds are issued via the same payment method used for the original purchase, or by company cheque for account customers.
- Timing — Refunds are processed within 10 business days of receiving and inspecting the returned goods.
- Partial refunds — Where only part of an order is defective, a proportional partial refund will be issued for the affected units only.
- Original shipping costs — Outbound shipping charges are non-refundable unless the return is due to a kristoFOAM error or defect.
- Tooling & setup costs — Non-recurring engineering (NRE), tooling, and setup charges are non-refundable once production has commenced.
Defects & Quality Issues
Our commitment to quality — and what to do if something isn't right.
kristoFOAM operates under mature quality management practices. Every shipment is inspected before despatch. In the rare event that a defect reaches you, please follow this process:
Return Shipping
Who is responsible for return shipping costs.
- Manufacturing defect confirmed by our team
- Wrong item shipped due to our error
- Goods damaged in transit (carrier claim filed)
- Parts produced to an incorrect internal spec
- Returns initiated for any other approved reason
- Goods returned without prior RMA authorisation
- Claims where fault is disputed and under review
We strongly recommend using a tracked, insured shipping service for all returns. kristoFOAM is not responsible for goods lost or damaged during return transit.
Exchanges
Replacing defective or incorrect goods.
In most eligible cases, kristoFOAM's preferred resolution is a priority replacement order rather than a cash refund. This gets your program back on track with the fastest possible turnaround. Replacement orders for confirmed defects or shipping errors are produced at no additional charge, including return shipping of the replacement goods.
If you require a specification change as part of the replacement (e.g. a corrected drawing), revised setup costs may apply. Our team will advise you before proceeding.
Key Timeframes
A summary of all important dates and deadlines.
Contact Us
Get in touch with our team for any returns or quality concerns.