Returns, Exchanges & Cancellations
At The Black Steel, every lighting fixture, furniture piece, and décor object is handcrafted to order. Rather than being selected from warehouse inventory, each creation begins its journey only after your order is confirmed. From material selection and fabrication to finishing and quality inspection, every stage is carried out exclusively for your order, ensuring the highest standards of craftsmanship and attention to detail.
As each piece is manufactured specifically against your order, we encourage you to carefully review all product specifications, dimensions, finishes, and installation requirements before placing your order.
Order Cancellation
Once an order is confirmed, it is immediately scheduled for production and materials are allocated specifically for your project.
Orders cannot be cancelled once they have been confirmed.
In exceptional circumstances, cancellation requests may be reviewed solely at the discretion of The Black Steel. If production has commenced or materials have been procured, cancellation requests cannot be accommodated.
Returns
As every product is handcrafted to order, returns are not applicable once an order has been placed.
Returns will only be accepted in the event that a product has been received damaged during transit.
To qualify for a return:
- Damage must be reported within 3 calendar days of receiving the shipment.
- The product must remain unused, uninstalled, and in its original packaging.
- An unboxing video and clear photographs of the damaged product and packaging must be shared for verification.
- Claims reported after 3 calendar days from delivery will not be accepted.
Upon verification, The Black Steel will arrange an appropriate resolution, which may include repair, replacement, or exchange at its sole discretion.
Returns requested due to change of mind, incorrect product selection, finish preference, size preference, project delays, or any reason other than verified transit damage shall not be accepted.
Exchanges
Eligible products may be exchanged subject to the following conditions:
- Exchange requests must be initiated within 3 calendar days of delivery.
- The product must be unused, uninstalled, and returned in its original packaging with all accessories.
- The exchange will be processed only after the returned product has been received and successfully inspected at our studio.
- Products must be returned in saleable condition, free from scratches, dents, installation marks, alterations, or signs of use.
Customers may choose:
- An exchange for another product of the same value.
- An upgrade to a higher-value product by paying the applicable difference.
- A store credit equivalent to the approved value of the returned product, redeemable against future purchases.
Reverse logistics and shipping charges for exchanges shall be borne by the customer unless the exchange is approved due to transit damage or a verified manufacturing defect.
Non-Returnable & Non-Exchangeable Products
The following are not eligible for return or exchange:
- Customized or bespoke products.
- Products manufactured to customer-provided drawings, dimensions, or specifications.
- Products with custom finishes, colours, materials, or modifications.
- Products that have been installed, assembled, or used.
- Products returned without their original packaging.
- Products damaged due to improper installation, misuse, negligence, or normal wear and tear.
- Products reported outside the timelines specified in this policy.
- Clearance, sale, promotional, or discontinued products, unless received damaged during transit.
