Refund policy
Last updated: July 26, 2026
Please read these terms before ordering. They differ for standard stock items and custom-size orders.
1. Custom-size orders — final sale
Custom-size orders are produced to the measurements and specifications you provide. They cannot be returned, exchanged, or refunded, except in the case of a manufacturing defect covered under Section 4.
You are responsible for verifying all measurements, rough opening dimensions, swing direction, configuration, color, and finish before placing your order. Errors in measurements or specifications provided by you do not qualify for return, refund, or replacement.
2. Standard stock items — 7 days
Standard stock items may be returned if your written request reaches us within 7 calendar days of delivery.
To qualify, items must be:
- Uninstalled and unused
- In original, undamaged packaging
- In original, resalable condition
Items that have been installed, altered, cut, drilled, painted, or field-adjusted are not returnable under any circumstances.
Return Authorization required. Contact us before shipping anything back. We will issue a written Return Authorization with instructions. Items sent back without a Return Authorization will be refused and returned at your expense.
Costs on an approved return:
- Restocking fee: 35% of the product price
- Original outbound freight: non-refundable
- Return freight: your responsibility
Approval of any return is at the sole discretion of Direct WinDoors.
3. Order cancellations
| Order type | Cancellation |
|---|---|
| Standard stock | Free, any time before your order ships |
| Custom-size | Within 24 hours of placing the order only, before production begins |
Once a custom-size order enters production it cannot be cancelled.
4. Damaged, defective, or incorrect items
Report any damage, defect, or incorrect item within 48 hours of delivery.
Send us:
- Photographs of the full item
- Close-up photographs of the damage or defect
- Photographs of the packaging and shipping label
- Your order number and a written description
We will repair or replace the affected item or component. A refund is issued only where repair or replacement is not commercially reasonable. This determination is made by Direct WinDoors.
5. Freight damage
Inspect all items at the time of delivery. Visible damage must be noted on the carrier's delivery receipt before you sign it. Signing a clean delivery receipt may void your freight claim entirely.
Risk of loss transfers to you upon delivery.
6. Refund processing
Approved refunds are issued within 7 to 14 business days after we receive and inspect the returned item. Refunds are issued to the original payment method.
Original freight charges are not refundable.
7. Limitation of liability
Direct WinDoors is not liable for labor costs, installation charges, contractor delays, framing or opening modifications, or any consequential damages. Our maximum liability is limited to the original purchase price of the product.
8. How to start a return
Contact us with your order number and details. We will review your request and provide next steps.
Direct WinDoors — Tarzana, California
(818) 570-2424 · info@directwindoors.com
Monday–Friday, 8:00 AM – 5:00 PM PST
Returns sent without written authorization will not be accepted.
9. Shipping
For delivery times, freight costs, and delivery details, see our Shipping Policy.