Returns, Refunds and Cancellation Policy

CANCELLATIONS  

Customer service is our priority. We understand that for various reasons orders need to be cancelled or postponed. If so, please contact us immediately at 787-699-0202. An order can only be cancelled if it has not been manufactured. Due to the time-sensitivity of these cases, we require that you handle them over the phone or in person in order to ensure that your request is honored. 

RETURNS 

Warehouse: You must check and/or count your merchandise upon delivery. Make sure that it has been dispatched correctly. All properly manufactured merchandise and special orders are non-returnable unless we make a mistake. If a refund is processed, there will be a restocking fee unless you purchase additional items or a credit is applied to your account. A 10-day period will be granted for claiming a return from the date of delivery of the merchandise. 

Online: You must contact us within 10 days of receiving the order to process your return material authorization. The RMA document is required for all returns. Our customer service team should be contacted via email at sales@metalmaxcaribe.com or 787-699-0202. Refer to the return process. 

Standard size materials

To make the purchasing process faster, we have pre-cut materials available, which we call "standard sizes". However, these standard sizes have been cut from a full plate which requires some labor.  For the return of these materials, a 15% handling fee may apply.  Our customer service team will review your order to evaluate if the cost of re-entering the cut material into inventory applies. However, if a new order is placed, a handling fee does not apply.

Custom made materials

Once the material is cut to size, it cannot be returned. Please call our customer service team to see if your order might qualify for an exception. 

Special orders not in stock

Special orders, which have been processed by a single customer's specific request, do not qualify for return. We appreciate your understanding in this regard. 

Incorrect or damaged delivered materials 

The return policy does not apply to orders shipped incorrectly or damaged. If there is an error in a product, quality or quantity please contact our sales team at sales@metalmaxcaribe.com or 787-699-0202 for a refund or replacement. Measure twice and cut once! It’s part of our policy, but if there is any error on our part, the return or replacement is 100% guaranteed, the material must be in the same condition as it was delivered. 

Return Process Electronic Store  

  • Step 1:  Contact us: sales@metalmaxcaribe.com or call 787-699-0202 

  • Step 2:  Provide your order number and reason for return. We will provide you with a Return Material Authorization (RMA), to be included in the package you will resend to us. The RMA includes the address for the return. Please write the RMA number on the outside of the package.  The cost of return shipping is the responsibility of the customer. 

  • Step 3:  Ship the package via UPS, FedEx, USPS or other carrier to the address provided on the RMA or visit us. 

  • Step 4:  Please send the tracking number once the item is shipped. You can call or email customer service at 787-699-0202 or sales@metalmaxcaribe.com. As soon as we receive the material, the warehouse will re-inventory it and issue the refund in its original form of payment. Total days may vary.