At INTRESTEIN, our work is a fusion of technical engineering and fine art. Because our catalog ranges from custom-commissioned displays and limited-edition art pieces to mass-produced technical goods and specialized educational services, our policy is designed to reflect the high-resource nature of this work.
1. Product Categories & Sales Finality
- Custom Commissions: Once a project has been invoiced, it is strictly exempt from refunds or returns. By purchasing, the Client acknowledges that minor aesthetic variations are inherent to the custom-machined and hand-finished process.
- Retail & Mass-Produced Goods: For non-custom products, sales are final afer payment. The Client acknowledges that minor variations between production batches (within our defined tolerances page) are normal and do not constitute a defect.
- The “Safety & Defect” Exception: Returns or remakes are only considered if:
- A Manufacturing Defect is identified that compromises the structural integrity of the piece.
- A Latent Defect is discovered that hinders the usability of the item for its intended purpose.
- The product presents a legitimate safety concern due to a technical error on our part.
2. Educational Services & Workshops
- Course Fees: Enrollment in technical classes or workshops at our Hiroshima facility is non-refundable. Your fee secures a specialized slot in a limited-capacity environment.
- Materials & Tooling: Any material, tools, specialized tooling (e.g., CNC bits, fasteners), components, or stock used or consumed during a session are non-refundable.
3. Damage During Transit
We utilize specialized packaging for all shipments, from individual art pieces to bulk retail orders.
- Unboxing Video Required: As a condition of sale, you must provide a continuous, unedited video of the package being opened. For bulk or wholesale orders, this must include the opening of the master carton.
- Reporting Window: Damage must be reported to ORDERS@intrestein.com within seven (7) calendar days of delivery.
- Resolution: If a transit claim is verified, The Maker will determine the most appropriate course of action, which may include a repair, a remake, a credit toward future services, or a refund.
4. Non-Returnable Items
The following items are strictly exempt from returns or exchanges:
- Digital files, CAD designs, or any form of custom programming/G-code.
- Gift cards or membership credits.
- Items labeled as “Prototype,” “Experimental,” “Class X,” or “Factory Seconds.”
- Improper Care: Any item damaged due to the use of improper cleaning (e.g., alcohol, solvents, or abrasive chemicals) or non-approved cloths.