Start with the specific disagreement
For a custom-made order, compare the delivered item with the final specification and approvals. Customization can make a change-of-mind request different from a complaint that the item does not match what was agreed. Identify which issue applies. A clear record of dimensions, materials, proofs and changes helps the maker respond to a concrete difference rather than a broad statement of dissatisfaction.
Work through the facts, one step at a time
Find the approved specification
Use the final drawing, sample or proof rather than an early concept. Record changes to size, finish, wording or quantity. Check which choices were left to the maker and which were expressly approved.
Document the mismatch
Compare the received item with the specific agreed feature. Use measurements or photographs where appropriate. Separate a manufacturing issue from a later change in your intended use or preference.
Discuss a feasible correction
Ask whether the item can be altered, remade or otherwise addressed. Clarify transport, dates and any proposed cost. Seek local advice about rights before assuming custom manufacture removes or guarantees a refund option.
What this can look like
A custom sign is approved with a particular business name, but the delivered sign contains different lettering. The approved proof provides a concrete reference. A later request for another color is a separate change that should not be mixed into the same complaint.
This is an invented scenario to explain the approach, not a customer result or a prediction of your outcome.
Records worth gathering
- Final approved specification
- Samples or proofs
- Change approvals
- Delivered-item comparison
Keep originals and prepare copies of the relevant parts. Redact unrelated personal details before sharing. Explain any gaps in the record rather than filling them with assumptions.
Open a clearer conversation
Edits stay on this page and are lost when you leave. Nothing is sent automatically. This is a discussion starter, not a legal notice or settlement agreement.
Before you agree to the next step
Custom-order rules differ by location and problem type. A generic statement that custom items are never refundable is not a substitute for applicable advice.
Put any proposed outcome into specific terms: who will act, what they will do, the amount if money is involved, and the date. Identify what remains unresolved. An invitation, a discussion and a signed agreement are different stages.
What if I approved the wrong proof?
Explain the mistake and discuss possible changes, but distinguish it from the maker failing to follow the approved version. The records help both people assess a practical proposal without rewriting what was agreed.
Further guidance
These independent resources cover related issues. Check the location and type of case each applies to; they do not establish your rights everywhere.
A private place to prepare your side
SettleBetween provides private AI guidance for each person and a shared space to discuss approved information. You choose what to share and whether to agree. Availability depends on both parties’ locations and the dispute type.
Free to start. The case starter pays $79 only after both parties sign. The invited party never pays the agreement fee. See included access and pricing.
Prepare your side freeAI can make mistakes. This guide is practical preparation, not legal advice. Use appropriate official schemes or independent advice when needed. A discussion here does not pause external deadlines or guarantee payment.