1Our Approach
Nearly everything we make is custom — designed, cast, minted, engraved, or decorated for one specific customer. Because of that, we do not operate a standard, one-size-fits-all refund or return system.
Refunds and returns are considered on an order-by-order basis. When something isn’t right, tell us. A member of our team will review your order, your approved proof, and what happened, and work with you toward a fair outcome. Not every order will be eligible for a refund or return — but every request receives an honest, human review, and we will always tell you clearly where things stand.
2Custom-Made Goods
Custom goods are produced to your specifications and personalized to your order, which means they generally cannot be restocked or resold. For that reason, custom items are typically not eligible for return or exchange due to a change of mind or an ordering error.
The best protection for your order is the art proof: we do not begin production until you have approved it, so please review it carefully — spelling, names, dates, quantities, sizes, and colors. Your approved proof is what we build against, as described in our Terms & Conditions.
3Cancellations and Order Changes
Plans change — we get it. If you need to cancel or change an order, contact us as soon as possible.
Orders can generally be cancelled before you approve your art proof, subject to payment of setup, tooling, and material costs we have already incurred on your behalf. Once your proof is approved and production has begun, cancellation is usually no longer possible — but reach out anyway. We will tell you honestly where your order stands and what your options are.
4Damaged, Defective, and Incorrect Orders
If we got it wrong, we will make it right. If your order arrives damaged, has a defect in materials or workmanship, or does not match the proof you approved, we want to hear about it promptly.
Depending on the situation, we may repair the affected items, replace them, or refund what you paid for them. To help us resolve things quickly, include your order number and clear photos of the issue when you contact us.
For visible shipping damage, please also note the damage with the carrier at delivery — loss or damage in transit is handled as a claim against the carrier, and we will provide reasonable documentation to support your claim.
5How to Request a Refund or Return
Just get in touch — there is no form to hunt for and no fine print to decode.
- Email sales@spartausa.com or call 888.923.2999 (toll-free).
- Include your order number, a description of the issue, and photos where they help tell the story.
- A member of our team will review your request and respond, typically within a couple of business days, with next steps or an honest explanation of what we can and cannot do.
Please do not ship anything back to us without talking to us first — returns we have not arranged in advance may be refused.
6Consumers in the European Economic Area and United Kingdom
If you are a consumer in the EEA or UK, you generally have a statutory right to withdraw from a distance purchase within 14 days of receiving the goods. That right does not apply to goods made to your specifications or clearly personalized — which covers most of what we make. For stock, undecorated goods, you may exercise the withdrawal right by contacting us at sales@spartausa.com within 14 days of delivery and returning the goods within 14 days thereafter; you bear the direct cost of return.
Your statutory rights regarding goods that are faulty, not as described, or not fit for purpose are not affected by anything in this policy. See our Terms & Conditions for details.
7Contact Us
Sparta Pewter USA, Inc.
5924 Sandphil Road
Sarasota, FL 34232-6301
United States
Email: sales@spartausa.com
Telephone: 888.923.2999 (toll-free) / 941.379.9696
Hours: Monday to Friday, 9:00 AM to 5:00 PM Eastern Time