Returns, After-Sales & Warranty Policy
This policy explains how ODT handles returns, quality claims, after-sales support, and warranty matters for custom die-cut parts, materials, assemblies, and related manufacturing services. Because most ODT orders are made to customer specification, this policy is written for a B2B custom manufacturing environment rather than a consumer retail model.
Last updated: July 27, 2026
1. Scope
This policy applies to goods manufactured or supplied by ODT, including custom die-cut parts, converted materials, laminated constructions, prototype builds, and related after-sales handling, unless a separate written agreement, quotation, proforma invoice, order acknowledgement, or supply contract states otherwise.
2. Nature of Most ODT Orders
Most ODT orders are custom-made to customer drawings, material selections, tolerances, or project requirements. For that reason, custom goods are generally not treated like standard off-the-shelf retail items.
Custom Orders
Custom-manufactured parts are generally non-returnable and non-exchangeable unless there is a confirmed manufacturing nonconformity, shipping error, or prior written approval from ODT.
Project Documents Matter
Approved drawings, signed samples, written specifications, and order confirmations are the primary basis for evaluating any quality claim or after-sales request.
3. Returns and Exchanges
Returns or exchanges may be considered only when there is a valid business reason and ODT has provided written authorization in advance. Unauthorized returns may be refused.
- Returns are generally accepted only for confirmed defects, quantity discrepancies, wrong-item shipments, or other authorized nonconformity cases.
- Customer preference changes, over-ordering, project cancellation, design revision after production, or end-use changes are not normally valid return reasons for custom goods.
- If a return is approved, the goods should be kept in original or otherwise traceable condition, without further processing, damage, or mixing with other stock where practical.
4. Reporting a Claim
Please notify ODT as soon as reasonably possible after receipt of goods if there is any visible quality issue, shortage, wrong-item shipment, or packaging damage. For latent issues that are not visible at receipt, please notify us promptly after discovery.
To help us review a claim efficiently, please provide as much of the following as available:
- PO number, invoice number, shipment details, or order reference.
- Part number, material description, revision level, or drawing reference.
- Description of the issue and the affected quantity.
- Photos, video, inspection records, or measurement data where relevant.
- Information about storage, handling, installation, and end-use conditions if the issue appears after receipt.
5. Claim Review and Corrective Action
ODT will review claims in good faith and may ask for additional samples, returned goods, photos, usage information, or dimensional data before concluding whether the issue is manufacturing-related, shipping-related, material-related, or application-related.
If a claim is confirmed and covered, ODT may choose a commercially reasonable remedy such as:
- Replacement of the affected goods.
- Repair, rework, or remake where appropriate.
- Credit note or refund, in whole or in part, where appropriate.
- Another mutually agreed corrective action based on project circumstances.
6. Warranty Coverage
Unless otherwise agreed in writing, ODT warrants that goods manufactured by ODT will substantially conform to the agreed written specifications, drawings, or approved samples at the time of shipment, subject to normal manufacturing tolerances and the limitations in this policy.
Where a specific warranty period is stated in a quotation, order acknowledgement, or separate agreement, that written period will control. If no separate written warranty term has been agreed, warranty review will be handled based on the project records, the nature of the issue, and whether the claim is raised within a commercially reasonable time after delivery and use.
7. Exclusions
This policy and any warranty review do not normally cover issues caused by factors outside ODT’s confirmed manufacturing responsibility, including:
- Incorrect storage, contamination, aging conditions, or environmental exposure after delivery.
- Improper installation, misuse, over-compression, over-heating, chemical exposure, or unsuitable end-use conditions.
- Design limitations, material choices, or application risks not disclosed to ODT before production.
- Customer-directed deviations from standard process recommendations.
- Modification, reworking, relabeling, or combining the goods after delivery without ODT approval.
- Normal wear, consumable usage, or compatibility issues caused by third-party materials, equipment, or assembly conditions.
8. Shipping Costs for Approved Returns
If a return is approved, responsibility for return freight, replacement freight, or related logistics costs will be determined based on the cause of the issue and the agreed commercial terms. ODT may request that no material be returned until routing instructions are provided.
9. After-Sales Support
ODT will reasonably support customers on claim review, process clarification, dimensional questions, replacement planning, and practical corrective action when an issue is reported in a timely and well-documented manner.
For technical support, quality claims, or after-sales communication, please contact info@diecut123.com.
10. Policy Changes
ODT may update this page from time to time to reflect operational, commercial, or legal changes. The current version published on this website will apply unless a separate written agreement states otherwise.