Returns & Cancellations
Every unit we ship is made to your dimensions, so this policy is different from a stock-product return policy. Read it before you place an order, not after.
Made-to-order means non-returnable
Windows and doors are manufactured to the sizes, glazing, finish and hardware on your approved shop drawings. A completed unit cannot be resold, so custom-manufactured product is not returnable and not refundable once production has started.
This is the norm for architectural fenestration. It is also why we push shop-drawing approval hard before anything is cut.
Cancelling before production
Before shop drawings are approved, an order can be cancelled and any deposit is refunded less costs already incurred (engineering, drafting, and any material committed to your order).
After shop-drawing approval, cancellation is possible only if the factory has not begun fabrication, and any material already committed is chargeable. Ask us where your order stands — we will tell you honestly rather than take a cancellation fee.
Damage in transit
Inspect the shipment on delivery and note any damage on the delivery receipt before signing. Photograph the crate before and after opening.
Report concealed damage within five business days of delivery, with photographs. We will replace transit-damaged product; a claim raised weeks later cannot be separated from site handling and we may not be able to support it.
Manufacturing defects and wrong product
If a unit does not match your approved drawings, or has a manufacturing defect, we replace or repair it at no cost to you. Send us the order number and photographs and we will start it the same day.
Warranty claims after installation are handled under the warranty, which has its own terms and exclusions.
What we need from you
The order number, photographs, and the delivery receipt if the issue is transit related. Contact us before returning or altering anything — modifying a unit on site can end the manufacturer’s obligation.