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Return Policy and Procedure

Return Policy: 

  • Returns are limited to IN STOCK products ONLY and which are within 30 days from shipment. IN STOCK products are classified as any Wood Species stair part that has a (2-3 days) shipping time shown or any wrought iron stair parts. 
  • Approved Returns/Exchanges are subject to a 30% restocking fee.
  • NON-RETURNABLE products: Non-stocked items that show MORE than a (2-3 days) lead time, custom-designed stair parts, modified stair parts prior to shipment, products altered or modified in any way, OR stair parts not returned with the original packaging.  Certain exclusion may be accepted.

Return Procedure:

  • Email or call us. Please share your order number and details such as product number, quantity and description of the products you would like to return.  Many emails received from us can be easily responded with some of this information already. 
  • We will provide a RMA (Return Material Authorization) number for your return. You will need this number as reference to ensure your return is received and accepted back to be able to properly allocate for your returned products.  No return can be accepted if products are sent back without prior authorization.
  • Upon a RMA number, please ship the returnable products to us. Ensure that each package had the RMA number on the outside of each package for reference. If possible, include the RMA number typically able to be placed inserted on the shipper’s label.
  • Please know that you need to return to us and will be responsible for the cost for any return.  You can choose any shipping method to return; however we cannot be responsible for any lost or damaged products that arrive back to us. If you need assistance for the return; please let us know.  We can assist in the return, however you will be charged for any cost associated with the return. Please email any tracking information of your return to us in the same email thread of the RMA (Return Material Authorization). This will help ensure your return is processed correctly. 
  • Upon arrival of the products back to us, we will inspect the products authorized to be returned and whether they qualify to be returned based on criteria above.
  • There will be a 30% restocking charge applied for all approved returned products.  Any products NOT accepted for any reason will not be credited and will not be able to be returned.
  • We will provide the credit based on what has been received any details provided based on your specific return. 
  • You should expect to receive your refund within 10 days of receiving your package(s) to us. 
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