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Custom Order Policy

This policy applies to Chinese armor and related products made according to a customer's measurements, design, or other personalized requirements. Custom Orders require 100% payment. After the customer approves the final specifications and authorizes material procurement or production in writing, the order is generally non-cancellable and non-returnable for change of mind, measurement error, or a change in personal preference.

1 Definition of a Custom Product

A product is or may be a Custom Product if it:

  • Is made or adjusted according to the customer's height, weight, chest, waist, head circumference, or other body measurements;
  • Changes a standard size at the customer's request;
  • Changes a color, material, or decoration at the customer's request;
  • Changes a lamellar type, construction, accessory, or component at the customer's request;
  • Includes a name, logo, inscription, identification plate, or other personalization;
  • Follows an image, character, game, film, television production, or historical reference selected by the customer; or
  • Requires design or materials specifically for the order.

The product page, quotation, invoice, or Order Confirmation may identify the product as Custom Made, Made to Order, Personalized, or by a similar description.

2 Quotation and Order Scope

The quotation and Order Confirmation should state:

  • The product style;
  • Principal materials;
  • Included components and accessories;
  • Customization;
  • The total price;
  • Standard international shipping;
  • The estimated production period; and
  • Responsibility for import duties and customs clearance.

A sword, garment, cloak, stand, horse equipment, or other prop shown in product photographs is not included unless expressly listed in the Order Confirmation.

A quotation is based on the requirements then confirmed. The following requests made after payment or final approval may change the price and schedule:

  • Adding components;
  • Changing materials;
  • Changing colors or decoration;
  • Expanding the design scope;
  • Changing approved measurements or construction; or
  • Requesting expedited work.

Every change requires written agreement.

3 Full Payment

Unless the quotation or Order Confirmation expressly states otherwise, a Custom Order requires payment of 100% of the total order amount through Stripe before detailed design, material procurement, or production scheduling begins.

We do not use a default deposit-and-balance arrangement. No balance payment is due after completion.

The total price includes:

  • The product identified in the Order Confirmation;
  • Components and accessories expressly included in the order;
  • The agreed customization; and
  • One standard international shipment.

Unless the Order Confirmation expressly states that import charges are prepaid, the total price excludes:

  • Destination-country import duties;
  • VAT;
  • GST;
  • Customs-clearance charges;
  • Carrier duty-advancement fees; and
  • Other import costs.

The customer is responsible for those import costs.

4 Final Specifications and Customer Approval

Full payment does not mean that the final production specifications have been approved.

Before production begins, the parties must confirm in writing:

  • The final product style;
  • The customer's height and weight;
  • All required body measurements;
  • Principal materials;
  • Colors;
  • Lamellar type and construction;
  • Decoration;
  • Included components and accessories;
  • Excluded display items or props;
  • Customer-requested modifications;
  • The estimated production period; and
  • Other material production requirements.

The customer must review every measurement and requirement in the approval record and expressly authorize us in writing to begin material procurement or production.

The approval record forms part of the sales contract.

5 Production Period

The production period begins only after all of the following have occurred:

  1. We have received 100% of the order amount;
  2. The customer has supplied complete, clear, and usable body measurements;
  3. The customer has supplied all required reference materials;
  4. The parties have resolved design issues affecting production;
  5. The customer has approved the final specifications in writing; and
  6. The customer has authorized material procurement or production in writing.

If the customer delays measurements, references, confirmation, or approval, the production and estimated dispatch schedule will be extended accordingly. A customer-caused delay is not a seller delay.

Handcrafting and special material procurement may also cause reasonable schedule changes.

If a material delay is expected, we will notify the customer and provide a revised estimate and any applicable remedy.

6 Cancellation

6.1 Before Customer Specific Work Begins

After full payment, the customer may request cancellation in writing if we have not begun any of the following order-specific work:

  • Customer-specific design;
  • Historical or visual research;
  • Technical drawings or construction planning;
  • Measurement adaptation;
  • Procurement of special materials;
  • Cutting, forging, dyeing, or processing of materials;
  • Reservation of a dedicated production schedule;
  • Production of lamellae, leatherwork, metal fittings, or other components; or
  • Other work performed specifically for the order.

If no order-specific cost has been incurred, we will issue a full refund.

6.2 After Preparatory Costs Have Been Incurred

If customer-specific design, research, drawing, measurement adaptation, or other preparatory work has been completed but materials have not been purchased and manufacturing has not begun, the customer may still request cancellation.

Where permitted by law, we may deduct reasonable documented costs already incurred and explain:

  • The work already completed;
  • The related actual cost;
  • How the refund was calculated; and
  • The final refund amount.

We will not automatically charge an additional Stripe refund fee solely because the customer paid through Stripe.

6.3 After Final Approval and Production Authorization

After the customer approves the final specifications and authorizes material procurement or production in writing, the order is generally non-cancellable, non-returnable, non-exchangeable, and non-refundable for:

  • Change of mind;
  • No longer needing the product;
  • A change in budget;
  • A later preference regarding an approved design;
  • Inaccurate customer-supplied measurements;
  • Changes in the customer's body measurements during production;
  • Failure to follow the measurement instructions;
  • A change to a planned event, performance, or filming date;
  • Failure to investigate import duties or customs-clearance costs;
  • Refusal to pay import charges; or
  • Another reason that is not a product defect or seller responsibility.

7 Customer Measurement Responsibility

The customer must:

  • Follow our measurement instructions carefully;
  • Use the requested units of measurement;
  • Account for the padding, garments, or protective layers that will actually be worn;
  • Review all data before final approval; and
  • Accept responsibility for the measurements submitted and approved.

If the product is made according to the approved measurements but does not fit because of any of the following, the issue is not a manufacturing defect:

  • Customer measurement error;
  • Incorrect measurement technique;
  • Omitted padding or garment allowance;
  • Inaccurate measurements taken by a third party;
  • A change in the customer's body measurements during production; or
  • Incomplete customer data where the customer nevertheless authorized production.

Where technically feasible, we may offer a paid alteration.

The customer may be responsible for:

  • Alteration labor;
  • Replacement materials;
  • Round-trip international transportation;
  • Shipping insurance;
  • Import duties;
  • Customs-clearance charges; and
  • Other reasonable alteration costs.

If the product was not made according to the measurements approved in writing, we will provide an appropriate remedy.

8 Reasonable Handcrafted Variations

Armor is handcrafted. The following processes and natural materials may produce reasonable minor variations:

  • Forging;
  • Chasing;
  • Blackening;
  • Gilding;
  • Electroplating;
  • Natural leather grain;
  • Hand dyeing; and
  • Lamellar lacing.

Provided they do not affect normal use, structural integrity, overall appearance, or the approved specifications, the following are not normally defects:

  • Minor forging texture;
  • Reasonable natural leather color or grain variation;
  • Slight variation in hand-applied dyeing or blackening;
  • Slight color differences caused by displays, lighting, or photography;
  • Small dimensional variations that do not affect use or structure; and
  • Unavoidable detail differences between handmade pieces.

This section does not apply to:

  • Material defects;
  • Structural problems;
  • Incorrect materials;
  • Substantial color differences; or
  • Material departures from the written specifications.

9 Completion Confirmation and Dispatch

After completing the product, we may provide:

  • Full-product photographs;
  • Front, back, and side photographs;
  • Photographs of important components;
  • Photographs of customized details;
  • A fitting or movement demonstration video; and
  • Pre-packaging confirmation photographs.

These materials:

  • Document completion;
  • Allow the customer to identify an obvious error;
  • Confirm packing and dispatch preparation; and
  • Preserve evidence for shipping insurance and after-sales support.

They do not reopen the approved design or create a new change-of-mind cancellation right.

The customer should contact us promptly if the product appears to materially differ from the approved written specifications.

Before dispatch, the customer must still:

  • Confirm the final delivery address;
  • Provide information required for customs clearance;
  • Confirm the recipient's name and telephone number; and
  • Resolve another issue affecting lawful shipment.

No balance payment is required before dispatch because the order has been paid in full.

10 Defects Errors and After Sales Remedies

The change-of-mind return restriction does not waive quality protection.

The customer may still make a claim if:

  • The product materially differs from the approved measurements;
  • Incorrect materials were used;
  • The color materially differs from the approved design;
  • The construction materially differs from the approved design;
  • A material confirmed component is missing;
  • The product has a material manufacturing defect;
  • The wrong product was received;
  • The product was damaged in transit; or
  • The product otherwise materially differs from the Order Confirmation.

After confirmation, we will provide one or more appropriate remedies:

  • Technical guidance;
  • Replacement components;
  • Repair;
  • Reimbursement of an approved reasonable local repair;
  • Return for alteration or repair;
  • Replacement;
  • Partial refund; or
  • Full refund.

If the issue is our responsibility, we will pay reasonable necessary shipping costs approved in advance.

The customer must not return a high-value product without written authorization.

11 Customer Delay or Loss of Contact

If the customer does not timely provide any of the following after payment, we may pause design, production, or dispatch and extend the production and delivery schedule accordingly:

  • Body measurements;
  • Reference materials;
  • Design approval;
  • Delivery information;
  • Customs information; or
  • Other information required for production or transportation.

Design, material, and labor costs already incurred are not refundable because of customer delay.

If a completed product requires long-term storage because the customer cannot be reached, we may charge reasonable actual storage costs after written notice of:

  • The current order status;
  • The action required from the customer;
  • The date storage charges will begin;
  • The basis of the storage charge; and
  • The possible consequences of continued loss of contact.

12 If We Cannot Complete the Order

If we cannot complete the order according to the approved core specifications, we will notify the customer and, as appropriate, propose:

  • A reasonable revised completion date;
  • An alternative material;
  • A modification; or
  • Cancellation and refund.

A material substitution, significant design change, or substantial delay requires the customer's written agreement.

If the customer does not accept a reasonable alternative and the order cannot be fulfilled, we will return the applicable amount to the original payment method.

This section does not limit another remedy required by applicable law.

13 Statutory Rights and Contact

Goods made to the customer's specifications, made to measure, or clearly personalized are generally excluded from an ordinary change-of-mind withdrawal right.

The following rights continue to apply:

  • Rights relating to product defects;
  • Rights relating to an incorrect product;
  • Rights relating to nonconformity with the sales contract; and
  • Other non-waivable rights under applicable law.

Nothing in this policy limits a non-waivable statutory consumer right.

For customization, order approval, alteration, or after-sales questions, contact us from the email address used for the order:

chinese-yoroi@chinese-yoroi.com

Please include the order number.