Refund and Returns Policy

Effective Date: November 14, 2024

At Sierra Windows & Doors, we want you to be completely satisfied with your purchase. If you are not satisfied with your windows or doors, we have established the following policy to ensure a smooth process for returns and refunds.

1. Eligibility for Returns

We accept returns under the following conditions:

  • Product Condition: The product must be in unused, original condition. Products must not have been installed, damaged, or altered in any way.
  • Timeframe: Returns must be initiated within 30 days from the date of delivery or installation.
  • Original Packaging: The product must be returned in its original packaging (if applicable). If packaging has been damaged or discarded, it may affect the return process.
  • Custom Orders: Custom-made or special-order windows or doors that have been tailored to your specific needs are non-returnable, unless they are defective or damaged upon arrival.

2. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact Us: Email our customer support team at jose@wdsierra.com with the following details:
    • Order number
    • Product(s) being returned
    • Reason for the return
    • A photo of the product (if damaged or defective)
  2. Return Authorization: After receiving your return request, we will review it and provide you with a Return Authorization (RA) number and instructions on how to proceed. Please do not return the product without obtaining this authorization.
  3. Shipping the Return: Once you have the RA number, you will be instructed on how to return the product. If the return is due to an error on our part (e.g., damaged or defective items), we will cover the return shipping costs. Otherwise, you will be responsible for the cost of shipping the product back to us.
  4. Inspection and Refund Processing: Upon receiving the returned product, our team will inspect it to ensure it meets the conditions for a return. If approved, your refund will be processed within 10-15 business days. We will notify you once the refund has been issued.

3. Conditions for Refunds

Refunds will only be issued under the following conditions:

  • Defective or Damaged Products: If the product is defective or damaged upon arrival, we will either issue a full refund or offer a replacement at no additional cost to you.
  • Incorrect Orders: If we sent you the wrong product, we will arrange for the correct product to be sent to you, or we will issue a full refund once the incorrect product is returned.
  • Customer Change of Mind: If you change your mind about the purchase, refunds will be issued only if the return meets the conditions outlined above (unused, within 30 days, and in original packaging). The return shipping cost will be the responsibility of the customer.

Refunds will be issued to the original payment method used for the purchase. Please note that shipping costs are non-refundable unless the return is due to an error on our part.

4. Restocking Fees

For non-defective returns, we may apply a restocking fee of up to 15% of the purchase price, depending on the condition of the returned product and the specifics of the order. Restocking fees will be deducted from your refund.

5. Non-Returnable Items

The following items are non-returnable:

  • Custom or Special Orders: Windows and doors that have been customized or made-to-order.
  • Used or Installed Products: Products that have been installed or used, including windows and doors that show signs of wear or damage.
  • Clearance or Final Sale Items: Any products marked as clearance or final sale are not eligible for return or refund.

6. Exchanges

We do not offer direct exchanges. If you need to exchange a product, you must return the item and place a new order. The return and new order will be subject to the conditions outlined in this policy.

7. Contact Information for Customer Support

If you have any questions or need assistance with a return or refund, please contact our customer support team at:

Our customer service team is available during regular business hours (Monday to Friday, 9:00 AM to 5:00 PM) and will respond to your inquiry as quickly as possible.

8. Limitations of Liability

Sierra Windows & Doors is not liable for any installation errors or damages caused by improper handling, installation, or misuse of products after they have been delivered or installed. We recommend using a professional installer to ensure proper installation and avoid potential issues.

9. Changes to This Policy

We may update this Refunds and Returns Policy from time to time. Any changes will be posted on this page, and the “Effective Date” at the top of the policy will reflect the latest revision. We encourage you to review this policy periodically for any updates.

Thank you for choosing Sierra Windows & Doors. We strive to provide excellent products and customer service, and we are here to assist you with any returns or issues. Please don’t hesitate to contact us if you need help with a return or have any questions about your order.