Custom Order Policy (Forge)

This policy governs custom, made-to-order fabrication (3D printed and laser-cut items) produced by Forge, SA-HR’s fabrication studio.

Read it before placing a custom order. Placing a custom order means you’ve read and accepted these terms together with our Terms & Conditions and Shipping & Returns Policy.

1. What counts as a custom order

A custom order is any Forge work that is not a standard catalogue item and has been specified, scaled, coloured, engraved, or otherwise modified to your requirements, or produced from a file you supply.

2. Specification & approval

Before production, we will confirm the specification in writing — typically including dimensions, material, finish, quantity, and any artwork or file references. This confirmation is the specification lock.

Production only starts once you approve the specification and the deposit has cleared. After approval, changes are not guaranteed and may incur fees or restart production.

3. Files, artwork & intellectual property

You are responsible for ensuring you have the rights to any files, artwork, logos, text, or other materials you provide for production. By providing them, you warrant that you own or are licensed to use them.

We reserve the right to refuse any job we believe infringes third-party rights or applicable laws.

4. Payment

• A 50% deposit is required to confirm production for custom orders above [deposit threshold].
• The remaining balance is due before dispatch.
• Payments are typically by bank transfer (SEPA). Payment details are provided on the invoice.

5. Cancellation

You may cancel a custom order before production has started at no cost.

Once production has started:

• The deposit is non-refundable.
• If significant material, machine time, or labour has been expended, we may retain additional sums up to the full value of the order, at our reasonable discretion.

6. Tolerances & characteristics of the processes

3D printing and laser cutting are precise but not perfect. The following are normal characteristics of the process and not defects:

• FDM 3D printing: visible horizontal layer lines, minor surface variation, support-material marks on downward surfaces, dimensional tolerance typically ±0.3 mm or ±0.5% (whichever is greater).
• Resin / SLA printing: visible support-point marks after removal, slight colour shift over time under UV, dimensional tolerance typically ±0.1 mm.
• CO₂ laser cutting: slight kerf discoloration on cut edges (especially on wood and acrylic), smoke marks removable with cleaning, minor edge taper, dimensional tolerance typically ±0.2 mm.
• Colour: minor variation between batches of filament / resin / sheet stock, and between screen renders and physical output, is normal.

If precise tolerances are critical to your application, tell us before specification lock so we can advise on feasibility or alternative processes.

7. Samples & prototypes

For large runs or technically demanding parts, we strongly recommend a paid sample run before committing to the full quantity. Samples are quoted separately.

8. Lead time

Lead times are quoted at the time of specification lock and begin from deposit clearance. They are estimates and may shift due to material availability or machine scheduling — we’ll flag any changes as soon as we know.

9. Returns & refunds

Custom items are made for you and cannot be resold. Because of this, we do not accept returns on custom work for change-of-mind reasons or for subjective aesthetic differences.

The 14-day manufacturing-defect inspection window from the Shipping & Returns Policy still applies. Where a confirmed manufacturing defect exists, our remedy is repair or replacement — not cash refund.

10. Limitation of liability

Our total liability for any custom order is limited to the price paid for that order. We are not liable for indirect or consequential losses, including lost sales, event deadlines, or onward contractual exposure. See our Terms & Conditions for full liability provisions.