Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Jack@whitemountainmetals.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at Jack@whitemountainmetals.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Jack@whitemountainmetals.com.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Jack@whitemountainmetals.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at Jack@whitemountainmetals.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Jack@whitemountainmetals.com.

Return & Refund Policy

Last updated: October 2025

At White Mountain Metals, every product is crafted with precision and care. Because many of our items are custom-cut, made-to-order, or built to customer specifications, our return policy differs depending on the type of order.

Custom & Made-to-Order Products

All custom, personalized, or made-to-order items — including laser-cut panels, signs, and fabrication work — are non-refundable once production has begun.
We strongly recommend reviewing all measurements, design proofs, and files before approval to ensure accuracy.

If your product arrives damaged, defective, or significantly different from what was approved, please contact us within 7 days of delivery with photos of the item and packaging.
We’ll work quickly to resolve the issue through a replacement or partial refund, depending on the situation.

Stock or Standard Items

For non-custom items (such as pre-made products or accessories), we accept returns within 14 days of delivery.
Items must be unused, in their original packaging, and in resaleable condition.
Return shipping costs are the responsibility of the customer unless the item was received damaged or incorrect.

Return Process

  1. Email us at jack@whitemountainmetals.com with your order number and reason for return.

  2. Once approved, we’ll provide you with return instructions and a shipping address.

  3. Refunds are processed to the original payment method within 5–7 business days after receiving the returned item.

Shipping Damage

If your item arrives damaged in transit, please document the packaging and product with photos before discarding anything. Contact us immediately so we can file a claim with the carrier and send a replacement if applicable.

Exceptions

  • No returns or refunds for items damaged by misuse, incorrect installation, or modification.

  • Clearance, discounted, or final-sale items are non-returnable.

  • For bulk or commercial orders, terms may vary by contract.

Need Help?

We’re here to make sure you’re satisfied with your order.
📧 jack@whitemountainmetals.com
📍 Stoughton, MA