Returns & Refund Policy
1. Overview
We build windows and doors to last, and we want you to be glad you chose us. This policy explains when items can be returned, how refunds work, and how to make a warranty claim. It applies to purchases from thewindowdoor.com and from our Rockaway workshop.
2. Custom & made-to-order units
Anything built to your dimensions, finish, glass, or hardware selections — including everything configured in our Custom Builder — is a custom order. Because each unit is cut and finished specifically for you, custom orders are non-refundable for change of mind once production has begun.
Before production starts you will receive a written spec sheet to approve. Production begins only after approval and any required deposit. If we made an error against your approved spec, or the unit is defective or damaged in transit, we will repair, remake, or refund it at no cost to you — see section 5.
3. Stock & catalog items
Standard-size catalog items that have not been installed or modified may be returned within 30 days of delivery in their original, uninstalled condition and packaging.
| Condition | Eligible | Restocking fee |
|---|---|---|
| Unopened, original packaging | Yes | None |
| Opened, unused, resalable | Yes | 15% |
| Installed or modified | No | — |
Return shipping or pickup for change-of-mind returns is the customer's responsibility. We can arrange pickup within our service area for a fee quoted at the time of your request.
4. Cancellations
- Within 48 hours of placing a custom order (and before production begins): cancel for a full refund, including any deposit.
- After production begins: deposits are non-refundable, as materials have been cut and labor committed. Any balance not yet spent on your order will be refunded.
- Stock orders can be cancelled any time before they ship for a full refund.
5. Damaged, defective, or incorrect items
Inspect your delivery on arrival. If anything is damaged, defective, or doesn't match your approved order, contact us within 7 days of delivery with photos. We will, at our option and at no cost to you, repair the unit, remake it, or issue a full refund — including any return logistics.
6. How to start a return or claim
- Email [email protected] with your order number, the item(s), and the reason. Attach photos for any damage or defect.
- We'll reply within one business day with a Return Authorization (RA) number and instructions.
- Pack the item securely (original packaging preferred) and mark the RA number clearly, or schedule a pickup with us.
- Once we receive and inspect the item, we'll process your refund or replacement.
Returns sent without an RA number may be delayed or refused.
7. Refund method & timing
Approved refunds are issued to your original payment method. Once we've received and inspected a returned item (or approved a claim), refunds are processed within 5 business days; depending on your bank or card issuer it may take an additional 5–10 business days to appear. We'll email you when the refund is on its way.
8. Non-returnable items
- Custom or made-to-order units (except defective, damaged, or incorrect — see section 5).
- Items that have been installed, painted, stained, or otherwise modified.
- Clearance or "final sale" items, where clearly marked.
- Gift cards and special-order glass or hardware.
9. Warranty
Every unit we build carries a 10-year workmanship warranty, with glass seals and hardware covered per the manufacturer terms on your spec sheet. The warranty covers defects in materials and workmanship under normal use; it does not cover damage from accidents, misuse, improper third-party installation, or normal wear. Full warranty terms are in our Terms of Service. To file a claim, email [email protected].
10. Contact
- Returns & claims: [email protected]
- General: [email protected] · (862) 243-0074
- Mail: Windows and Doors Brothers LLC, 115 Jackson Ave, Rockaway, NJ 07866
This policy does not affect your statutory rights under applicable consumer-protection law.