Refund policy
We take great care in designing and manufacturing products built to last. Because many of our items are custom-made or made to order, please review the policy below before placing your order.
Product Use & Suitability
Our products are designed for a wide range of professional uses; however, we cannot guarantee suitability for every specific application.
Part numbers and products may differ slightly in design, dimensions, or materials from previous orders. These variations are a normal part of manufacturing and do not constitute a defect.
If you are unsure whether a product is right for your needs, we strongly recommend ordering a single piece, prototype or small quantity first. All dimensions stated on our website, estimates, drawings, sales orders, invoices, emails and written documents are always approximate.
Product Variations & Matching Previous Orders
Designs, dimensions, materials, fabric colors, and finishes may evolve over time as we refine our products and manufacturing processes.
If consistency or exact matching is important, please notify us prior to placing your order. Variations in design, size, material, or appearance including differences from prior orders are not considered defects and are not eligible for return. All dimensions are considered approximate.
Custom Products & Final Sale Items
Many Bates Display products are made to order. All custom items are considered Final Sale and are not eligible for return or exchange.
Final Sale items include, but are not limited to:
• Custom-designed or modified products
• Branded or personalized items
• Products made in customer-selected fabrics, colors, or materials
• Sale, clearance, or discounted items
• Any item opened or used
• Items purchased using customer-specific or promotional pricing
Non-Refundable Fees
All associated fees are non-refundable, including but not limited to shipping, duties, import/export charges, setup fees, design fees, and material preparation fees.
Photos, Descriptions & Prototypes
We make every effort to accurately represent our products. Because many of our products are custom-made and available in numerous variations, images shown on our website, social media, or other materials may not always reflect the most current materials, dimensions, construction details, or design updates.
If exact appearance, dimensions, fit, or functionality are important, we recommend requesting a prototype before authorizing production. We are happy to produce as many prototypes as necessary for you to confirm the desired fit and design prior to production.
It is the customer’s responsibility to request any additional prototypes or revisions before approving or directing an order into production. Once production has begun, custom orders cannot be modified or cancelled, and all custom sales are final.
Shipping, Risk of Loss & Shipping Damage
Ownership transfers to the buyer once the shipment is released to the carrier. The buyer assumes responsibility for the shipment during transit.
If your shipment arrives damaged:
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Take clear photos of the packaging and product
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Retain all packaging materials
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File a claim directly with the carrier
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Notify us so we can assist with documentation
Shipping damage claims must be filed with the carrier.
Manufacturing Defects or Incorrect Items
If you believe you received an incorrect item or a manufacturing defect, please notify us within 3 business days of delivery.
Include:
• Sales Order number
• Photos of the product and packaging
• A description of the issue
If approved, we may repair, replace, or issue store credit at our discretion.
Normal variations in size, design, materials, or color including differences from previous orders are not considered defects. All sizes are approximate.
Returns, Reviews & Authorization
Pre-approval is required before returning any item.
If a product review, exchange, modification, or adjustment is approved, the original item must be returned before any replacement or rework begins.
Customers are responsible for all shipping costs associated with returns or exchanges, including shipping both to and from our facility.
Return shipments must:
• Use a trackable carrier
• Include full-value insurance
• Be securely packaged
If damage occurs during return transit, the customer is responsible for filing a claim with the carrier.
If a review is approved, we will advise next steps, which may include repair, replacement, or store credit at our discretion.
If the review is not approved, you may choose to have the item returned at your expense or authorize us to dispose of it.
Return Address (Approved Returns Only)
Bates Display & Packaging Inc.
ATTN: RETURNS
1631 Jenks Drive
Corona, CA 92878
United States
Agreement to Terms
By placing an order, you acknowledge that you have read, understood, and agreed to this Refund & Return Policy.