Refund policy

90-Day Warranty
Every tray is also covered by a 90-day warranty against defects. If your tray arrives damaged or defective, or develops a manufacturing defect, within 90 days of delivery, email us a photo at contact.platequest@gmail.com and we'll send a free replacement — no need to return the original item.

Change-of-Mind Returns
Within the first 30 days, you may return the item in its original, unused condition for a refund of the item price. The customer covers return shipping, and original shipping charges (if any) are non-refundable. Contact us first so we can provide a return address and instructions.

Order Cancellations
Cancel within 24 hours of placing your order for a full refund, as long as it hasn't shipped yet.

Starting a Return

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at contact.platequest@gmail.com. Please note that returns will need to be sent to our factory address.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at contact.platequest@gmail.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact.platequest@gmail.com.