Refund Policy

Effective Date: February 28, 2026

1. Overview

FrankWorks is committed to customer satisfaction. This Refund Policy outlines the conditions under which refunds may be issued for CNC machining services ordered through our platform.

Due to the custom nature of CNC manufacturing, refund eligibility depends on the stage of production and the specific circumstances of each order.

2. Order Cancellation Before Production

You may cancel your order and receive a full refund if:

  • The order has not yet been accepted by a manufacturing partner
  • Production has not commenced (material has not been purchased or machining has not begun)
  • Cancellation is requested within 24 hours of order placement (for standard lead times)

To request a pre-production cancellation, contact us immediately at support@frankworks.ca with your order number.

3. Cancellation After Production Has Started

Once production has commenced, orders generally cannot be cancelled. However, refunds may be considered if:

  • FrankWorks cannot fulfill the order: If we determine that the project cannot be completed as specified or by the agreed delivery date, we will issue a full refund.
  • Partial production: If production has started but not completed, a partial refund may be issued based on materials and labor already invested. This will be assessed on a case-by-case basis.

4. Quality Issues and Defects

FrankWorks guarantees that all parts will be manufactured according to the specifications in your CAD files and order details. If you receive parts that are defective or do not conform to specifications, you are entitled to:

Full Refund or Replacement For:

  • Parts that fail to meet specified tolerances
  • Incorrect materials used
  • Manufacturing defects (cracks, voids, improper finishes)
  • Parts that do not match the approved CAD design
  • Damaged parts due to improper packaging or handling

Claims Process:

  1. Contact us within 14 days of receiving your order
  2. Provide clear photos or documentation of the issue
  3. Do not modify or further process the parts before our review
  4. Our team will review your claim within 2 business days

Upon confirmation of a valid quality issue, we will offer your choice of a full refund or replacement parts at no additional cost.

5. Design Issues and Customer Error

Refunds will not be issued for:

  • Parts manufactured correctly according to your CAD file, but the design itself was flawed
  • Incorrect specifications provided during the ordering process
  • Parts that function correctly per specifications but don't fit your intended application
  • Changes in project requirements after production has begun
  • Buyer's remorse or change of mind after production has started

We strongly recommend reviewing all specifications, tolerances, and requirements carefully before placing your order. Our team is available to answer questions during the quoting process.

6. Delivery Issues

Late Delivery

If your order is delivered after the agreed ship date due to our manufacturing delay (not shipping carrier delays):

  • Minor delays (1-2 business days): We will contact you to discuss the delay
  • Significant delays (3+ business days): You may request a partial refund or full cancellation with refund

Lost or Damaged in Transit

If your order is lost or damaged during shipping:

  • Report the issue immediately upon delivery or non-delivery
  • We will file a claim with the shipping carrier
  • You will receive replacement parts or a full refund

7. Refund Processing

Approved refunds will be processed within 5-10 business days. Refunds will be issued to the original payment method used for the order.

For orders paid by credit card, refunds typically appear within 5-10 business days depending on your card issuer. For other payment methods, processing times may vary.

8. Restocking Fees

FrankWorks does not charge restocking fees for cancelled orders (pre-production) or quality-related returns. However, custom materials purchased specifically for your order may result in material cost deductions if cancellation occurs after material procurement.

9. Dispute Resolution

If you disagree with a refund decision, you may request escalation to our management team. We are committed to fair and reasonable resolution of all customer concerns.

For unresolved disputes, customers in Ontario, Canada may contact the appropriate consumer protection agency.

10. Changes to This Policy

FrankWorks reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting. Your continued use of our platform constitutes acceptance of any changes.

Contact Us

For refund requests or questions about this policy, please contact:

FrankWorks
Email: support@frankworks.ca
Mailing address: 120 East Beaver Creek Rd, Suite 200, Richmond Hill, ON L4B 4V1

Please include your order number and a detailed description of your refund request.