Refund and Returns Policy

Excalibur Industries manufactures custom challenge coins and related products to order. Because every order is produced specifically to an approved design, our refund and returns policy differs from a standard retail return policy. This page explains how cancellations, corrections, and refunds work for custom-manufactured orders.

Custom, Made-to-Order Products

All challenge coins and related products are manufactured to your specifications after you approve a digital design proof. Because tooling, molds, and production are created specifically for your approved design, orders generally cannot be canceled, exchanged, or refunded once production has begun.

Cancellations Before Production

You may cancel or modify your order at any point before you approve the final design proof and production begins. Once full payment has been received and the proof has been approved, the order enters production and cannot be canceled or refunded, as tooling and manufacturing costs have already been committed.

Manufacturing Errors and Defects

We stand behind the accuracy of our work. If your completed order does not match the approved design proof, arrives damaged, or contains a manufacturing defect, contact us within 14 days of delivery. We will work with you to correct the issue, which may include a reproduction, partial refund, or other resolution appropriate to the situation.

This does not cover differences that were part of the approved proof, or normal variation inherent to metal manufacturing processes such as plating, enamel, and relief work.

Minimum Orders

Our standard minimum order is 100 coins. Minimum order requirements are non-negotiable once production has begun, as they reflect the actual cost of tooling and setup for a custom manufacturing run.

Non-Custom Products

If you purchase a non-custom, stock item from our store, you may return it within 30 days of delivery provided it is unused and in its original condition. Contact us before returning any item so we can provide return instructions. Return shipping costs are the responsibility of the customer unless the item arrived damaged or defective.

Refund Processing

Approved refunds are issued to the original method of payment. Processing times vary by payment provider and may take several business days to appear on your statement after we issue the refund.

Contact Us

If you have questions about an order, a design proof, or this policy, contact us at info@xclibr.com or write to us at Excalibur Industries, 2126 Mooreview Street, Henderson, NV 89012.