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Return Policy

Our comprehensive return and exchange policy for aluminum doors and windows

General Return Policy

Important Notice

All returns must be initiated within 30 days of delivery. Custom-made products are not eligible for return unless there is a manufacturing defect or shipping damage.

What is your return policy timeframe?

Our return policy allows returns within 30 days of delivery for standard products:

  • Standard Products: 30 days from delivery date
  • Custom Products: Only for manufacturing defects or shipping damage
  • Damaged Products: Must be reported within 48 hours of delivery
  • Warranty Claims: Covered under separate warranty terms
What products are eligible for return?

Eligible products for return include:

  • Standard Windows: Casement, sliding, fixed windows
  • Standard Doors: Sliding doors, French doors
  • Hardware: Handles, locks, hinges (unused)
  • Accessories: Screens, blinds, decorative elements
  • Non-custom Items: Stock products in original packaging
Not Eligible: Custom-made products, installed items, damaged products (unless shipping damage), and products outside the return timeframe.
What are the return conditions?

Products must meet the following conditions for return:

  • Original Packaging: Must be in original, undamaged packaging
  • Unused Condition: Products must be unused and in new condition
  • Complete Set: All components, hardware, and accessories included
  • Documentation: Original invoice and return authorization required
  • No Modifications: Products must not be modified or altered
  • Clean Condition: Products must be clean and free of damage

Return Process

Contact Customer Service

Contact our customer service team within 30 days of delivery to initiate a return. Provide your order number, product details, and reason for return.

Contact Methods: Email, phone, WhatsApp, or online chat

Obtain Return Authorization

We will review your request and provide a Return Merchandise Authorization (RMA) number if approved. This number must be included with your return.

Processing Time: 1-2 business days for standard returns

Prepare Product for Return

Package the product securely in its original packaging with all components. Include the RMA number and return form. Take photos of the packaging for your records.

Important: Use the original packaging or equivalent protection

Ship the Return

Ship the product using a trackable shipping method. We recommend insuring the package for its full value. Keep the shipping receipt and tracking number.

Shipping Address: Provided with your RMA number

Receive Refund or Exchange

Once we receive and inspect the returned product, we will process your refund or exchange within 5-7 business days.

Refund Method: Original payment method or store credit

Valid Return Reasons

What are considered valid reasons for return?

Valid reasons for return include:

  • Manufacturing Defects: Defects in materials or workmanship
  • Shipping Damage: Damage that occurred during shipping
  • Wrong Product: Product received differs from what was ordered
  • Size/Color Mismatch: Product doesn't match specifications
  • Missing Components: Incomplete product delivery
  • Quality Issues: Product doesn't meet quality standards
What are not valid reasons for return?

Invalid reasons for return include:

  • Change of Mind: Customer simply changed their mind
  • Incorrect Order: Customer placed wrong order
  • Installation Issues: Problems with installation process
  • Normal Wear: Normal wear and tear from use
  • Custom Products: Custom-made products (unless defective)
  • Used Products: Products that have been installed or used

Refund Policy

How are refunds processed?

Refunds are processed as follows:

  • Refund Method: Original payment method or store credit
  • Processing Time: 5-7 business days after receiving returned product
  • Bank Processing: Additional 3-5 business days for bank processing
  • International Refunds: May take 7-14 business days
Return Reason Refund Amount Shipping Cost
Manufacturing Defect 100% We Cover
Shipping Damage 100% We Cover
Wrong Product 100% We Cover
Size/Color Mismatch 100% We Cover
Customer Error 90% Customer Pays
What about shipping costs?

Shipping cost policies vary by return reason:

  • Our Error: We cover all shipping costs
  • Manufacturing Defect: We cover return shipping
  • Customer Error: Customer pays return shipping
  • Change of Mind: Customer pays return shipping
  • International Returns: Customer pays return shipping

Exchange Policy

Can I exchange my product instead of returning it?

Yes, we offer exchanges for the following situations:

  • Size Exchange: Different size of the same product
  • Color Exchange: Different color of the same product
  • Model Exchange: Different model within the same series
  • Upgrade Exchange: Upgrade to a higher-end model
Exchange Benefits: Faster processing, no refund delays, and we handle the logistics.
How does the exchange process work?
Day 1

Request Exchange

Contact us with your exchange request and provide order details

Day 2-3

Process Exchange

We process your exchange and prepare the new product

Day 4-7

Ship New Product

New product is shipped to you

Day 8-14

Return Original

Return the original product using provided return label

Warranty vs Return Policy

What's the difference between warranty and return policy?
Aspect Return Policy Warranty
Timeframe 30 days from delivery 10 years (frame), 5 years (hardware)
Purpose Unsatisfied with purchase Manufacturing defects
Coverage All standard products All products (including custom)
Resolution Refund or exchange Repair or replacement
Cost May have restocking fee Free repair/replacement

International Returns

How do international returns work?

International returns have special considerations:

  • Return Authorization: Required before shipping
  • Shipping Costs: Customer responsible for return shipping
  • Customs: Customer responsible for customs duties
  • Documentation: Proper customs documentation required
  • Processing Time: 2-4 weeks for international returns
  • Inspection: Thorough inspection upon receipt
Important: International returns must be shipped within 30 days of delivery. We recommend using trackable shipping and insuring the package.

Contact for Returns

Need Help with a Return?

Our customer service team is here to help with all return and exchange requests.

Email Returns Call Us WhatsApp

Business Hours: Monday - Friday, 9:00 AM - 6:00 PM (GMT+8)

Response Time: Within 24 hours for return requests