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High-Value & Custom Orders Policy

Last updated: December 2025

Scope of This Policy

This High-Value & Custom Orders Policy applies to:

  • Custom-made washers or spacers (made to your dimensions or specification)
  • Orders with a product total of $500 or more
  • Orders placed using a custom quote, special pricing, or written proposal

All other standard orders are covered by our Standard Refund & Return Policy.

Returns & Eligibility

Because custom and high-value items are made or reserved specifically for you, returns are more limited than for standard orders.

For eligible high-value or custom orders, we may accept returns within 10 days of the delivery date, subject to the conditions below:

  • Items must be unused
  • Items must be in original condition, with no signs of installation, wear, damage, or modification
  • Items must be returned in their original packaging where applicable
  • A return must be pre-approved in writing by EXTSW (Return Authorization required)

Items that do not meet these conditions may be rejected and returned to you at your expense.

Non-Returnable High-Value & Custom Items

The following items are not eligible for return under this policy, except where required by law or in cases of EXTSW error:

  • Fully custom-machined parts made to customer-provided drawings, dimensions, or specifications, where the item matches the approved specification
  • Custom quantities or builds that were produced specifically for your order and are not part of our normal stock, where there is no defect or error
  • Items that show signs of use, installation, modification, or damage not attributable to shipping
  • Any item explicitly marked as Final Sale at the time of purchase

Restocking Fee for High-Value Orders

For approved returns on orders where the product value is $500 or more, a 20% restocking fee will be deducted from your refund. This fee helps cover machining time, setup, and handling for high-value and custom work.

Return Shipping Costs

  • Return shipping is the customer’s responsibility unless the return is due to an EXTSW error or defective product.
  • Original shipping charges are non-refundable, except where the return is due to our error.
  • We recommend using a trackable shipping service and purchasing insurance for high-value returns.

How to Request a Return (Authorization Required)

To request a return authorization for a high-value or custom order, please contact us with the following information:

  • Order number
  • Item(s) you wish to return
  • Reason for the return
  • Clear photos of the item and packaging (if there is damage or a defect)

Contact us at:

Damaged or Defective Custom Items

If your high-value or custom order arrives damaged or appears defective:

  • Contact us within 5 business days of delivery.
  • Provide photos of the product, packaging, and shipping label.

Once reviewed, we will determine whether the item will be repaired, remade, or refunded. If EXTSW is at fault, we will cover reasonable return shipping costs or provide a prepaid return label.

Refund Processing Time

Once a returned item is received and inspected, we will notify you of approval or rejection of your refund. Approved refunds under this policy are typically processed within 5 business days to the original payment method. Your bank or card issuer may take additional time to post the credit.

Exchanges

We do not process direct exchanges under this policy. If you need a different size or configuration, you may place a new order once your return is approved, or we may remake the part in line with our review of any defect.

Questions

If you have any questions about whether your order falls under this High-Value & Custom Orders Policy or our Standard Refund & Return Policy, please contact us before placing your order.

For all other orders, please see our Standard Refund & Return Policy (Standard Orders).