Effective Date: February 28, 2019 | Last Updated: January 2025
SHOP POLICIES
Please read these policies carefully before placing an order. By purchasing from Mountain Laurel Handrails, you acknowledge that you have read, understood, and agree to be bound by these policies.
NO REFUNDS, RETURNS, CANCELLATIONS, OR EXCHANGES ON PANEL ORDERS
All panel orders are custom-made to your specifications and are considered final sale. We do not accept returns, offer refunds, process cancellations, or allow exchanges on panel orders once they have been placed.
- RETURN SHIPPING COSTS
In the rare event that a return is approved (only under specific circumstances at our sole discretion), customers are responsible for covering all return shipping costs and any fees associated with the return process.
- NO CANCELLATIONS AFTER PRODUCTION BEGINS
Once the production process has been initiated or started, cancellations are not permitted. All our products are handmade items and are not mass-produced. If a cancellation is requested after production has begun and we choose to cancel the order (due to circumstances beyond the customer’s control), a restocking fee of 35% will be charged.
- CUSTOMER RESPONSIBILITY
It is the customer’s responsibility to read the entire product description, specifications, and installation instructions before placing an order. This includes verifying measurements, materials, finishes, and all other details. We cannot accept returns or offer refunds due to customer error in ordering.
- SHIPPING DAMAGE REPORTING
Any shipping damage must be reported within 24 hours of receiving the product. All original packaging must be kept intact, and photographs of the damage must be taken for insurance claims to be processed. Failure to report damage within this timeframe may result in denial of replacement or refund.