Effective Date: February 28, 2019 | Last Updated: January 2025

RETURNS & REFUNDS POLICY

GENERAL RETURN POLICY

Due to the custom, handmade nature of our products, we maintain a strict no-return policy on all panel orders. Each railing section is built to your specific measurements and specifications, making them non-returnable and non-refundable.

EXCEPTIONS

Returns or replacements may only be considered in the following circumstances:

• Manufacturing Defects: If there is a defect in materials or workmanship that occurred during manufacturing (not due to shipping, installation, or customer error)
• Shipping Damage: Damage that occurred during transit, reported within 24 hours of delivery with proper documentation
• Order Error: If we shipped the wrong product due to an error on our part

NON-RETURNABLE CIRCUMSTANCES

Returns will NOT be accepted for:

• Incorrect measurements provided by customer
• Change of mind or project cancellation
• Color variations due to natural wood characteristics
• Damage occurring after delivery or during installation
• Products that have been modified, cut, or altered
• Normal weathering or aging of natural wood products

APPROVED RETURN PROCESS

If a return is approved (at our sole discretion):

1. Contact us immediately to receive a Return Authorization Number
2. Ship the product back in its original packaging
3. Customer is responsible for all return shipping costs
4. Product must be received in original, unmodified condition
5. Refunds or replacements will be processed within 10-14 business days of receiving the returned item