Return Policy

Custom Lids Are Made to Order

Because every MasterLids product is custom-manufactured specifically for you, we are unable to accept returns simply because you changed your mind or no longer need the product. This is standard practice for made-to-order goods and allows us to keep prices low without inflating for return overhead.

When We Will Make It Right

We stand fully behind our work. We will remake or refund your order if:

• ✓

  Our error — wrong dimensions

  If we cut your lid to the wrong size based on the specifications in your order confirmation, we will remake it at no cost.

• ✓

  Our error — wrong cutout placement

  If we placed a cutout, feeding hole, or hinge in the wrong location relative to your approved proof, we'll remake it free.

• ✓

  Damaged in shipping

  If your lid arrives cracked, shattered, or otherwise damaged due to shipping, contact us within 5 business days of delivery with photos and we will send a replacement.

• ✓

  Defective material

  If the polycarbonate panel itself is defective (delamination, inclusions, or visible manufacturing defects), we will replace it.

Customer-Provided Measurement Errors

If your lid doesn't fit because you entered incorrect tank dimensions, selected the wrong tank model, or submitted a configuration that doesn't match your tank, we cannot provide a free remake. However, we understand that mistakes happen. In these cases:

• Contact us and explain the issue.
• We'll review your order and, at our discretion, offer a discounted replacement.
• Discounts for customer-error remakes are typically 20% off the original price.

Accessories and Non-Custom Items

Accessories (feeding cups, evaporation caps, and other non-custom items) may be returned within 30 days of delivery, provided they are unused and in original condition. Contact us to initiate a return. Return shipping is the customer's responsibility unless the item arrived damaged or defective.

Cancellations

Orders may be cancelled for a full refund within 24 hours of payment, provided production has not yet started. After production begins, cancellations are not possible. To request a cancellation, email us immediately at support@masterlids.com with your order number.

How to Start a Claim

1. Email support@masterlids.com with your order number in the subject line.
2. Describe the issue and attach clear photos showing the problem (required for shipping damage claims).
3. We will respond within 1–2 business days with next steps.

For shipping damage or defective items, please contact us within 5 business days of receiving your order.

Refunds

Approved refunds are issued to the original payment method within 5–10 business days, depending on your card issuer. We will notify you by email when a refund has been initiated.