Refund & Cancellation Policy

Last updated: August 11, 2026

At Tensile Experts, every tensile structure is custom-designed and fabricated for the specific site it's going into — it isn't an off-the-shelf product. This policy explains how cancellations and refunds are handled for the advance/booking payment made toward a project, at each stage of the process.

Before Fabrication Begins

If you cancel after paying an advance but before we've started fabrication, the advance is generally refundable, less any costs we've already incurred on your project up to that point — for example a site visit, structural design/engineering work, or material ordered specifically for your design. We'll confirm the exact deductible amount for your project when you request cancellation.

Once Fabrication Has Started

Because each structure is custom-cut and fabricated to your project's specific design and dimensions, we're generally not able to offer a refund once fabrication has begun — the materials and labor at that point can't be repurposed for another project. This is standard practice for made-to-order fabrication, and we make this clear before work begins.

After Installation

Once installation is complete, the project is considered delivered and this cancellation policy no longer applies. Any genuine fabrication or installation defect identified after handover should be reported to us promptly at tensileexperts@gmail.com — this is handled under the manufacturer/fabric-grade warranty terms shared with you at the time of quote, not as a refund request.

How to Request a Cancellation or Refund

Contact us at tensileexperts@gmail.com or 09911642235 with your name and project details. We'll confirm what stage your project is at and what, if anything, is refundable.

Processing Time

Approved refunds are typically processed within 7-10 business days, returned to the same bank account or payment source the advance was originally paid from.

Exceptional Circumstances

We review genuine exceptional circumstances (for example, a medical emergency or another situation beyond your control) on a case-by-case basis, and may consider a full or partial refund outside the general terms above. Supporting documentation may be requested.

For any questions about this policy, please contact us at tensileexperts@gmail.com.