Last updated: July 10, 2026
Thank you for shopping with AlloyRow. We want you to receive products that match your order and expectations. If your order has a quality issue, production error, incorrect item, or shipping damage, please contact us and we will review the situation based on this Return Policy.
This Return Policy applies to products purchased through alloyrow.com.
1. Order Changes and Cancellations
Regular products: If the order has not shipped, you may request a change or cancellation within 12 hours after placing the order.
Customized products: You may request a change or cancellation within 1 hour after placing the order. After that period, the order may enter production. Once production has started, customized products generally cannot be changed, cancelled, returned, or exchanged unless there is a quality issue, production error, or another remedy required by applicable law.
To request a change or cancellation, please contact us as soon as possible at [email protected] and include your order number.
2. Returns for Regular Products
For regular products, you may request a return within 30 days after receiving the item. Return requests submitted after 30 days will not be accepted.
The item must be unused, undamaged, unworn, and must include the original packaging and all included accessories.
Please contact us for confirmation before sending any item back. Do not return products without prior approval. Packages returned without approval may not be identified or processed.
Return eligibility will be reviewed based on the item condition, order details, and reason for the return.
3. Return Limits for Customized Products
Customized products are made specifically according to the photos, text, names, dates, colors, layout, or other personalization details submitted by the customer. For this reason, customized products are generally not eligible for return or exchange for the following reasons:
- Change of mind
- No longer needing the product
- Customer-submitted spelling, name, date, or text errors
- Unclear or incorrect images uploaded by the customer
- Personal preference after the custom details were submitted or confirmed
- Requests made after the order has entered production
If a customized product has a quality issue, production error, incorrect item, or is materially different from the confirmed order details, please contact us for review.
4. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, incorrectly produced, incorrect, or materially different from your order, please contact us as soon as possible.
Please include the following information in your email:
- Order number
- Order email address
- A clear description of the issue
- Photos of the item
- Photos of the packaging
- Photos of the shipping label or damaged outer packaging, if applicable
We will review the information provided and, depending on the situation, may offer a replacement, exchange, refund, or another reasonable solution.
5. Shipping-Related Issues
If your package is damaged during transit or tracking shows an abnormal shipping status, please contact us promptly. We may ask for clear photos of the item, packaging, and shipping label to help review the issue.
If a package is returned due to an incorrect address, failure to receive the package, refusal of delivery, inability to contact the recipient, or any other reason not caused by AlloyRow, you will be responsible for the related loss. AlloyRow does not accept refund requests based on the reasons listed above.
6. Return Shipping Costs
If the return is caused by a product quality issue, production error, or an incorrect item sent by AlloyRow, we will review the case and take reasonable responsibility based on the result of the review.
If the return is not caused by an AlloyRow error, such as a return request for a regular product due to personal reasons, return shipping costs are usually the customer’s responsibility. Original shipping fees, if any, are generally non-refundable unless required by applicable law or confirmed by us.
7. Refund Processing
We will review return requests within 2 days after receiving the request. For requests that meet the refund requirements, we will notify the payment provider to process the refund after approval.
Refunds will be issued to the original payment method. The actual refund time depends on the processing speed of the bank, card issuer, or payment provider. Refunds are usually returned to the original payment account within 7 business days.
If your order used a coupon, discount, or promotion, the refund amount will be calculated based on the actual amount paid, not the original product price.
If only part of an order is returned, only the eligible portion of the order will be refunded.
8. Exchanges
If an item has a quality issue, production error, or was sent incorrectly, we may offer an exchange or replacement depending on the situation.
If you want to exchange a regular product for personal reasons, such as a different style, color, or option, please contact us first to confirm whether the exchange can be accepted. Customized products are generally not eligible for exchange due to personal reasons.
9. Non-Returnable Situations
The following situations are generally not eligible for return or refund:
- Items that have been used, damaged, worn, or intentionally altered
- Items missing required packaging, accessories, or information needed to verify the order
- Issues caused by customer-submitted incorrect customization details
- Delivery failure caused by incorrect address, refusal of delivery, failure to receive the package, or inability to contact the recipient
- Items returned without prior approval
- Customized products after production has started, unless there is a quality issue or production error
10. Contact Us
To request a return, refund, exchange, or to report an order issue, please contact us at [email protected].
Please include your order number, order email address, and a clear description of the issue. We aim to respond within 24 hours.