Return & Claim Policy
Active Forge Lab produces custom and private label products according to buyer-approved details. Because most B2B orders are made to order, we do not accept normal retail-style returns for customized products.
When a Claim Can Be Reviewed
A claim can be reviewed if there is a clear production or order issue.
- Manufacturing defect
- Wrong product
- Wrong logo
- Major size issue
- Incorrect quantity
- Wrong color beyond agreed details
- Damaged goods before dispatch
- Incorrect packaging if confirmed before production
What the Buyer Should Provide
To review a claim, the buyer should contact us as soon as possible after receiving the order.
Please provide:
- Order details
- Clear photos
- Clear videos if needed
- Carton images
- Product images
- Description of the issue
- Shipment details
Claim Review
Claims are reviewed based on the approved sample, confirmed order details, buyer instructions, and agreed specifications.
Small differences may happen in custom manufacturing. Minor differences in color, size, material feel, or handmade finishing may not be treated as defects unless they are outside the agreed tolerance.
Possible Solutions
If a claim is accepted, Active Forge Lab may offer a practical solution depending on the issue.
- Repair
- Replacement
- Partial adjustment
- Future order adjustment
- Other agreed solution
Non-Accepted Claims
Products may not be accepted for claim review if they have been used, washed, altered, resold, damaged after delivery, or returned without approval.